Expert, Government Business Care
About the role
The Expert, Government Business Care serves as a vital member of the business customer support team, supporting the day-to-day needs of SLED government customers and maintaining strong relations with cross-functional teams.
Responsibilities
- Deliver exceptional Un-Carrier service through expert handling of requests via various communication channels for customers and the sales team.
- Resolve billing issues by confirming promotions and rebates are processed correctly and assist with buyback facilitation of devices.
- Assist Senior Government Experts and community as needed with account management activities, including mobile number management, new account activation, and fulfilling equipment needs.
- Assist Senior Government Experts as needed with sales or billing requests, processing orders and renewals via portal or Salesforce.
- Effectively maintain and remain current with knowledge to support each group, department, and call center as business needs dictate.
- Run custom billing, usage, and other account-related activity reports that allow for management of the customer account as needed.
- Communicate proficiently with all levels of business customers, Sales, and cross-functional partners.
- Engage in cross-functional partnerships for in-depth problem-solving.
- Deliver and comply with customer care support needs as documented by contractual agreements.
Requirements
- High School Diploma/GED
- 2-4 years Customer Service or customer facing sales experience (Preferred)
- Less than 2 years Prior call center experience (Preferred)
Qualifications
- Customer Service
- Organizational Effectiveness
- Self-starter with independent ability to meet strong deadlines with detail and effectiveness
- Cross Functional Relationships
- Articulate in Presentation
- MS Office Suite
- T-Mobile Tools & System Knowledge
- Strategic Thinking
- Task Management
- Problem Solving
Skills
- Customer Service
- Organizational Effectiveness
- Self-starter with independent ability to meet strong deadlines with detail and effectiveness
- Cross Functional Relationships
- Articulate in Presentation
- MS Office Suite
- T-Mobile Tools & System Knowledge
- Strategic Thinking
- Task Management
- Problem Solving
Benefits
At T-Mobile, employees enjoy a comprehensive benefits package including:
- Medical, dental, and vision insurance
- A flexible spending account
- 401(k)
- Employee stock grants and employee stock purchase plan
- Paid time off and up to 12 paid holidays
- Parental and family leave
- Family building benefits
- Back-up care and enhanced family support
- Childcare subsidy
- Tuition assistance
- College coaching
- Short- and long-term disability
- Voluntary AD&D coverage
- Voluntary accident coverage
- Voluntary life insurance
- Voluntary disability insurance
- Voluntary long-term care insurance
- Mobile service & home internet discounts
- Pet insurance
- Access to commuter and transit programs
Pay
The pay range for this role is $18.92 - $34.13 per hour, depending on work location, qualifications, and experience. Employees are also eligible for an annual bonus or periodic sales incentive or bonus, based on their role.
Schedule
No specific schedule is mentioned in the job posting.
Benefits
At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.
To find the pay range for this role based on hiring location, visit this link.
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, 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, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.