Expert, TFB Chat - Nashville | On Site |

About the role

As an Expert in TFB Chat, you'll play a pivotal role in engaging with business customers who visit T-Mobile's business websites. This position is perfect for anyone passionate about working closely with our Telesales and Field Sales teams to drive customers to T-Mobile. As a key contributor to T-Mobile's revenue engine, you'll be the first point of contact for all web chat-based inquiries and leads. Your responsibilities will include quickly responding to web inquiries from both existing and prospective customers, setting appointments for T-Mobile Account Executives and Business Telesales Representatives, and making outbound calls to customers interested in T-Mobile services. This role offers an exciting opportunity to make a significant impact on customer engagement and business growth.

Responsibilities

• Customer Consultation: Responsible for consulting with customers in real time via web chats to obtain their needs, answer any questions they have, gather relevant customer information, and direct customers to the appropriate department including Virtual Business Sales, Enterprise, Small, Medium Business (SMB) field sales, retail, and customer care, via appointment setting.
• Chat Management: Manage 2+ incoming live chats at the same time and ensure timely responses.
• Fraud Vetting: Research all interested customers' information via web search, Secretary of State, Salesforce, phone validator, and customer websites for the purposes of fraud vetting.
• Appointment Follow-up: Follow up with all set appointments to ensure smooth transition of customers and that the appointment is complete.
• Lead Entry: Self-enter all new leads with obtained customer information, after researching Salesforce for duplicate information.

Requirements

• High School Diploma/GED (Required)
• 2-3 years customer Service Experience (Preferred)
• At least 18 years of age
• Legally authorized to work in the United States
• Travel: Not required
• DOT Regulated: No
• Safety Sensitive Position: No

Skills

• Organization and Task Management: Demonstrate efficient organization skills, prioritize and respond to incoming tasks with urgency and accuracy, manage multiple chats simultaneously, and follow processes and procedures correctly in a dynamic, fast-changing environment. (Required)
• Communication and Collaboration: Excellent communication and interpersonal skills, ability to learn and follow processes thoroughly, work cooperatively and collaboratively with all levels of employees and management, maintain a mature, self-motivated, positive, professional attitude, and adapt effectively in a new role. (Required)
• Writing Proficiency: Demonstrate excellent grammar and spelling, and the ability to type at least 45 words per minute. (Required)
• Technology: A good understanding of computers and how they work, including some experience with Microsoft Office Suite (Word, Excel, PowerPoint, Teams, Outlook), video conferencing tools, webchat, and telephony systems. (Required)

Benefits

Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total 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, 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. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

Pay

Total Target Cash Pay Range: $42,152 - $76,038, inclusive of target incentives. Base Pay Range: $29,506 - $53,227. The pay range above is the general base pay range for a successful candidate in this role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. At T-Mobile, employees in regular, non-temporary Retail and Business Sales roles are eligible for monthly or quarterly sales incentives.