Customer Service Account Associate, Oakland ME

Job Overview

This role supports customer satisfaction by resolving inquiries and managing accounts effectively within a team environment. It involves identifying root causes of customer concerns, managing account activities, and facilitating collections when appropriate. The position emphasizes developing skills in customer service, account management, and problem resolution. Success is measured by timely issue resolution, customer retention, and adherence to quality and productivity standards. The work contributes to building loyal customer relationships and enhancing organizational revenue through service and account management.

Responsibilities

• Resolve customer inquiries and concerns promptly to ensure effective issue resolution
• Manage customer accounts to identify service opportunities and facilitate collections of past-due balances
• Deliver customer service using available resources and training tools to maintain service quality
• Complete required training to develop skills, system knowledge, and proficiency in organizational competencies
• Meet department productivity and quality standards to support operational goals
• Approach each customer interaction with respect and a solution-oriented mindset to foster positive experiences
• Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience

• High School Diploma/GED (Required)
• 6 months customer service experience (Preferred)

Knowledge, Skills and Abilities

• Account Management (Required)
• Answering Telephones (Required)
• Customer Education (Required)
• Customer Needs Identification (Required)
• Customer Problem Solving (Required)
• Customer Retentions (Required)
• Customer Service (Required)
• Customer-Focused (Required)
• Empathy (Required)
• Microsoft Applications (Required)
• Multitasking (Required)
• Operating System Concepts (Required)
• Payment Collections (Required)
• Payment Schedules (Required)
• Service Oriented (Required)
• Troubleshooting (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Pay

• Hourly Base Pay: $20.00, plus opportunity to earn up to a total of $750 while completing training milestones
• When starting with T-Mobile, Account Associates receive on-the-job training and can earn up to a total of $750. Once completed, Account Associates promote to the Account Expert role and become eligible for an annualized incentive target of $4,400/year. Actual incentives vary based on performance and full-time status
• All employees at T-Mobile are guaranteed to earn $20/hour inclusive of base pay and incentives
• Since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant

Benefits

• Medical, dental and vision insurance
• Flexible spending account
• 401(k)
• Employee stock grants
• Employee stock purchase plan
• Paid time off and up to 12 paid holidays (about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually)
• Paid parental and family leave
• Family building benefits, back-up care, enhanced family support, childcare subsidy
• Tuition assistance and college coaching
• Short- and long-term disability
• Voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance
• Mobile service & home internet discounts
• Pet insurance
• Access to commuter and transit programs