Specialist, Messaging

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.comMessaging Specialists resolve a variety of customer inquiries primarily via messaging platform and also via the phone and other written channels for T-Mobile customers and third party partners.

The specialists own and resolve all customer issues that are brought to them by making use of T-Mobile resources available.

This position requires strong written, interpersonal skills, excellence in courtesy and concern and desire to own and resolve customer issues to create world class customer experiences. Minimum of 4 months T-Mobile production experience in a call center environment

Must be in good standing and have met minimum metric expectations of 100% to goal or higher each of the last 3 months

Must have an average of less than 3% absenteeism for the last 3 months combined

Demonstrated competency in Windows based environment, keyboarding proficiency, internet savvy and use of automated systems

Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, and Microsoft Outlook

Uses extreme discretion when handling confidential materialRequires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

Owns and resolves issues that start in messaging

Builds customer loyalty through timely and effective resolution. Increases revenue through the execution of various sales initiatives

Uses resource documentation for reference, automated and training tools provided and uses other LOB for support where necessary to deliver exceptional customer service

Resolve customer issues by making outbound calls when there is data involved that cannot be shared via messaging

Meets department productivity and quality standards. Appropriately disburses adjustments and account credits in accordance with T-Mobile policy

Accepts inbound calls from customers when messaging customer wishes to reach them via call

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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