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 education to showcase the value of T-Mobile solutions.
• Consistently leverage digital self-serve tools during customer interactions and the onboarding process.
• Identify customer needs and use solution-based selling techniques to demonstrate the value of T-Mobile products and services.
• Recommend wireless solutions and guide customers on using the T-Mobile app for self-service, deepening customer relationships and ensuring satisfaction.
• Complete training on the T-Mobile in-store experience, new skills, products, processes, and system knowledge to stay customer-ready.
• Review personal results, current promotions, and updates to continuously improve skills and provide the best customer experience.
• Partner with nearby store locations to properly onboard customers, including skills practice, knowledge sharing, and store operations (opening/closing procedures).
• Carry keys to kiosk cabinets, secure assets, and report any lost keys or assets to management.
• Build rapport, trust, and loyalty with customers through passionate, friendly, and engaging interactions.
• Proactively reach out to potential customers, follow up, capture referrals, manage "Be Back" processes, and build relationships with new and existing customers.
• Perform price overrides for specialty offers specific to National Retail.
• Collaborate 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 (Required).
• At least 18 years of age and legally authorized to work in the United States.

Skills

• Customer Satisfaction: Passionate customer advocate with the desire to connect authentically and have fun with customers. Effective at balancing customer experience and performance goals.
• Team Building: Desire to be part of the T-Mobile store team, working alongside peers and leaders to learn and share best practices while serving customers.
• Retail Sales: Competitive drive and confidence to succeed in a fast-paced sales environment.

Pay

Hourly base pay of $19.50, 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 is also eligible for an Annual Stock Grant.

Benefits

• Medical, dental, and vision insurance.
• Flexible spending account (FSA).
• 401(k) retirement plan.
• Annual stock grant and employee stock purchase plan.
• Paid time off (PTO) and up to 12 paid holidays (approximately 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 and college coaching.
• Short- and long-term disability coverage.
• Voluntary AD&D, accident, life, disability, and long-term care insurance.
• Mobile service and home internet discounts.
• Pet insurance.
• Commuter and transit programs.
• Free, year-round access to money coaches.