Sr 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. Sr Mobile Experts receive curated training and ongoing development to enhance their expertise, fostering an environment where they can perform and grow. The role is designed for success in delivering the best sales and service experiences in a team-based culture that rewards contributions to experience and store results.

Responsibilities

• Sells appropriate products, features, and services based on customer needs.
• Resolves customer pain points in one interaction using in-store systems and digital tools.
• Completes ongoing training to stay current and develop knowledge and skills as a subject matter expert in all things T-Mobile.
• Consistently leverages digital tools in interactions and onboarding.
• Works collaboratively to build and contribute to a culture of sales and service.

Requirements

• High School Diploma or GED (Required).
• 12+ months of retail experience as a Neighborhood Mobile Expert (Required).
• Experience as an Elite Expert in Account Care or Technical Care (Required).
• Pass certification and quarterly re-certification process (Required).
• At least 18 years of age and legally authorized to work in the United States.

Skills

• Customer Service: Strong customer service skills, including passion, integrity, and energy to create a dynamic work environment and deliver a world-class shopping experience (Required).
• Retail Sales: Experience in a high-volume retail environment with the ability to work in varied settings (Required).
• Organization: Strong organizational skills, multitasking, versatility, communication, and attention to detail (Required).
• Training: Ability to acclimate local Retail Sales Associates and Partner Sales Associates to unique event environments (Required).
• Mathematics: Consistent accuracy with basic math and proficient use of a calculator (Required).
• Success in resolving sales and customer service pain points (Preferred).
• Consistently performs above company average in sales metrics (Preferred).
• Demonstrated system and tool knowledge with the ability to learn new skills (Preferred).
• Strong problem-solving skills and ability to handle customer escalations calmly and professionally (Preferred).
• Ability to work in a fast-paced environment and handle multiple priorities simultaneously (Preferred).
• Passionate about people, teams, and T-Mobile’s Un-carrier values (Preferred).

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.
• Free, year-round access to money coaches.
• 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 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.