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 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 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 as a Neighborhood Mobile Expert, Elite Expert in Account Care, or Elite Expert in 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: $34.00. 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.
• Free, year-round access to money coaches.
• 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 and enhanced family support.
• Childcare subsidy and back-up care.
• 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.