Expert, Account Care
As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit http://www.t-mobile.comAccount Care Experts work as part of a Team of Experts to astound customers with effective resolution, proactive account management, and customer education. They determine and resolve root causes to customer concerns and inquiries, identify appropriate revenue and service enhancement opportunities, and explore customer needs to develop loyal and profitable customers, including payment arrangements and other collections activities, when appropriate. Experts have demonstrated a level of skill and competency that allows them to achieve the goals of their position with normal supervision while demonstrating world-class skills in courtesy, concern, timely resolution, relationship building, and knowledge of the processes and products associated with their role.Requirements:
Demonstrated competency in a Windows-based environment
Keyboarding proficiency Internet & automated systems savvy Able to work evening, weekend, and varied shifts as assigned Ability to multi-task effectively Ability to read and follow instructions for specific customer resolution tasks Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, and Microsoft Outlook Ability to work as part of a team to achieve individual and team results Ability to exercise reasonable judgment in identifying and implementing solutions to customer concerns and inquiries.
High School Diploma/GED
Additional general or physical requirements
Ability to visually see information contained in written reports and computer databases
Ability to sit or stand for long periods of time
Ability to communicate verbally and electronically with customers and coworkers Provides astounding customer service through effective and timely resolution of various customer inquiries and concerns
Builds customer loyalty and value through effective account management, identifying and providing offers for appropriate additional features and services, and collecting past due balances
Uses resource documentation for reference and the automated and training tools provided to deliver exceptional customer service
Meets department productivity and quality standards. Appropriately disburses adjustments and account credits in accordance with T-Mobile policy
Approaches each call with a can-do mindset and treats each customer with respect, courtesy, and a genuine desire to help. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements At least 18 years of age
Legally authorized to work in the United States
High School Diploma or GED
Pre-employment background screenT-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.
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