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 onboarding processes that help customers understand how to self-serve and utilize the T-Mobile app for their wireless needs.
• Complete training on the T-Mobile in-store experience, new skills, products, processes, and knowledge of systems and reference resources.
• Review personal results, current promotions, and updates to stay customer-ready at all times.
• Continuously learn and improve skills to provide the best possible experience for customers.
• Partner with nearby store locations to properly and fully onboard customers, including skills practice, knowledge sharing, and store operations.
• Perform opening and closing procedures, carry keys to kiosk cabinets, lock and secure kiosk and assets, and report any lost keys or assets to your manager.
• Build rapport, trust, and loyalty with every customer interaction, 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 (Preferred).
• At least 18 years of age.
• Legally authorized to work in the United States.
• No travel required.

Skills

• Coaching
• Communication
• Consultative Selling
• Customer Communications
• Customer Education
• Customer Engagement
• Customer Needs Identification
• Customer Referrals
• Customer Satisfaction Management
• Customer Service
• Leadership
• Product Knowledge
• Relationship Building
• Sales
• Sales Prospecting
• Sales Techniques

Pay

Hourly base pay: $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.

Benefits

• Annual Stock Grant (all employees are eligible).
• Employee Stock Purchase Plan.
• 401(k) retirement plan.
• Free, year-round access to money coaches.
• Medical, dental, and vision insurance.
• Flexible Spending Account (FSA).
• Paid time off 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.
• Backup care and enhanced family support.
• Childcare subsidy.
• Tuition assistance and college coaching.
• Short- and long-term disability.
• Voluntary AD&D, accident, life, disability, and long-term care insurance.
• Mobile service and home internet discounts.
• Pet insurance.
• Commuter and transit programs.