Senior Mobile Expert

About the role

As a Sr Mobile Expert at T-Mobile, you’ll be our most capable expert with a passion for delivering best-in-class customer service while leveraging retail expertise. Our company-owned Experience stores are designed to attract new customers and provide the highest level of service to existing ones. You’ll have access to new systems, tools, and a product roadmap built specifically for these locations, enabling you to solve all customer needs from research to resolution. This role brings T-Mobile’s Team of Experts to life, collaborating directly with peers in Customer Service and Engineering to create a one-stop resolution for customer pain points. You’ll receive curated training and ongoing development to enhance your expertise, fostering an environment where you can grow and succeed. With a team-based culture that rewards contributions and results, you’ll be set up to deliver the best sales and service experiences.

Responsibilities

• Sell appropriate products, features, and services based on customer needs.
• Resolve customer pain points in one interaction using in-store systems and digital tools.
• Complete ongoing training to stay current and develop knowledge and skills to act as a subject matter expert (SME) in all things T-Mobile.
• Consistently leverage digital tools in customer interactions and onboarding.
• Work collaboratively to build and contribute to a culture of sales and service.

Requirements

• High School Diploma or GED (Required).
• 12+ months of retail experience.
• Preferred experience: Neighborhood Mobile Expert, Elite Expert in Account Care or Technical Care.
• At least 18 years of age.
• Legally authorized to work in the United States.
• No travel required.

Skills

• Communication (Required).
• Critical Thinking (Required).
• Customer Service (Required).
• Multitasking (Required).
• Product Knowledge (Required).
• Sales (Required).
• Task Management (Required).
• Teamwork Orientation (Required).
• Troubleshooting (Required).

Pay

Hourly base pay: $29.00. Annualized incentive target: $7,200 (varies 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.