Senior Mobile Expert

About the role

Sr Mobile Experts are our most capable experts with a passion for delivering best-in-class customer service while leveraging retail expertise. In our company-owned Experience stores, Sr Mobile Experts will use new systems and tools to solve all customer needs from research to resolution. These stores bring the 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 expertise, enabling you to deliver the best sales and service experiences in a team-based culture that rewards contribution and results.

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 as a subject-matter expert on 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.
• Experience as a Neighborhood Mobile Expert, Elite Expert in Account Care, or Elite Expert in Technical Care (preferred).
• 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 eligible for an Annual Stock Grant.

Benefits

• Medical, dental, and vision insurance.
• Flexible spending account.
• 401(k) with company match.
• Annual stock grant and employee stock purchase plan.
• Paid time off (up to 4 weeks for new full-time employees, ~2.5 weeks for part-time).
• Up to 12 paid holidays 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.