Mobile Associate, Store-in-Store - Retail Sales

Job Overview

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 Associate SiS exceed their performance targets Doing it the Right Way, 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, communicating effectively, educating customers, and showcasing 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 fully demonstrate the value of T-Mobile products and services.
• Recommend wireless solutions and an onboarding solution centered on helping customers understand how to self-serve and utilize the T-Mobile app for wireless needs, deepening relationships and ensuring satisfaction.
• Complete training on the T-Mobile in-store experience, new skills, products and processes, and knowledge of systems and reference resources.
• Review personal results, current promotions, and updates on the Hub to be 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.
• Perform skills practicing, knowledge sharing, store operations, opening and closing procedures, including carrying keys to kiosk cabinets, locking/securing kiosk and assets, and reporting any lost keys or assets to your manager.
• Connect with customers on a personal level, matching their pace, building rapport, trust, and loyalty with every interaction.
• Proactively reach out to potential customers to further 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 help support the customer experience from account setup to device support and account servicing.

Qualifications

• High School Diploma/GED (Required)
• 6 months of customer service and/or sales experience, Retail environment preferred

Skills

• Customer Satisfaction: Passionate customer advocate with the desire to connect and have fun with customers, effective at balancing customer experience and performance goals. (Required)
• Team Building: Desire to be part of the T-Mobile store team, willingness to work alongside peers and store leaders, learning and sharing best practices while serving customers and resolving issues. (Required)
• Retail Sales: Competitive drive and confidence to succeed in a fast-paced sales environment. (Required)

Pay

• Hourly base pay: $19.50, plus $5.00 per hour training pay
• Within the first 90 days: receive on-the-job training and are eligible for hourly training pay
• After completion: promote to 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 $20/hour inclusive of base pay and incentives
• All employees are eligible for an Annual Stock Grant

Benefits

• Medical, dental and vision insurance
• Flexible spending account
• 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, 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 and 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
• Mobile service & home internet discounts
• Pet insurance
• Access to commuter and transit programs