Mobile Associate, Store-in-Store, Retail Sales

About the role

Mobile Associates, Store-in-Store are an integral part of the Retail Team responsible for bringing the T-Mobile brand to life within National Sales partner locations, where active customer engagement is crucial for success. They're ambassadors who create energy and excitement around our products and services. They are obsessed with the connected world and thrive in a high-traffic environment, where technology innovations, customer needs, and the Retail experience are continuously evolving.

Mobile Associates excel at building and deepening relationships with customers through meaningful interactions. They are skilled at identifying customer needs and are passionate about educating, demonstrating, and recommending solutions. Mobile Associates exceed their performance targets by excelling in sales, providing exceptional customer experiences, and meeting quality of sale metrics.

Responsibilities

• Proactively engage with a broad range of customers in a high-traffic retail environment using digital tools, effective communication, and solution-based selling techniques to demonstrate the value of T-Mobile products and services.
• Consistently leverage digital self-serve tools during customer interactions and the onboarding process to help customers understand how to self-serve and utilize the T-Mobile app for wireless needs.
• Identify customer needs and recommend wireless solutions to deepen relationships and ensure customer satisfaction.
• Complete training on the T-Mobile in-store experience, new skills, products, processes, and knowledge of systems and reference resources to stay customer-ready at all times.
• Review personal results, current promotions, and updates on the Hub to continuously learn and improve skills for providing the best customer experience.
• Partner with nearby store locations to properly and fully onboard customers, including skills practicing, knowledge sharing, and performing store operations, opening, and closing procedures.
• Carry keys to the kiosk cabinets, lock and secure kiosk and assets, and report any lost keys or assets to your manager.
• Build rapport, trust, and loyalty with customers through passionate, friendly, and engaging interactions, matching the pace of the customer and exceeding their expectations.
• Proactively reach out to potential customers to drive sales activity, follow up with customers, capture referrals, manage "Be Back" processes, and build relationships with new and existing customers.
• Perform price overrides for specialty offers specific to National Retail.
• Build relationships with nearby leadership and teams to support the customer experience from account setup to device support and account servicing.

Requirements

• High School Diploma or GED (Required).
• 6 months of customer service and/or sales experience; retail environment preferred.
• At least 18 years of age.
• Legally authorized to work in the United States.
• No travel required.

Skills

• Customer Satisfaction: Passionate customer advocate with the desire to be yourself when connecting and having fun with customers. Effective at balancing customer experience and performance goals. (Required)
• Team Building: Desire to be part of the game-changing T-Mobile store team. Willingness to work alongside peers and store leaders, learning and sharing best practices while serving customers and providing resolutions to issues. (Required)
• Retail Sales: Competitive drive and confidence to succeed in a fast-paced sales environment. (Required)

Pay

Hourly base pay starts at $18.00, plus $5.00 per hour training pay during the first 90 days. After completing on-the-job training, Mobile Associates promote to the Mobile Expert role and become eligible for an annualized incentive target of $18,000/year (actual incentives vary based on performance and full-time status). All employees are guaranteed to earn at least $20/hour inclusive of base pay and incentives.

Every employee at T-Mobile is eligible for an Annual Stock Grant as part of our ownership culture.

Benefits

Full and part-time employees have access to the same benefits when eligible, including:

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