Sr. Mobile Expert

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures employees receive the same big love we give our customers, covering competitive compensation and wealth-building opportunities.

About the role

As a Sr Mobile Expert, you’ll be our most capable retail expert, delivering best-in-class customer service while leveraging your expertise in our company-owned Experience stores. These stores serve as a destination for both new and existing customers, offering cutting-edge systems, tools, and products designed to resolve customer needs from research to resolution. You’ll work within a Team of Experts model, collaborating directly with peers in Customer Service and Engineering to create a seamless, one-stop resolution for customer pain points. This role includes curated training and ongoing development to enhance your expertise, fostering an environment where you can grow and excel. With a team-based culture that rewards contributions and results, you’ll be empowered to deliver the best sales and service experiences in a customer’s lifetime.

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 (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 in one of the following roles:
  • Neighborhood Mobile Expert,
  • Care: Elite Expert, Account Care, or
  • Care: Elite Expert, Technical Care.
• At least 18 years of age and legally authorized to work in the United States.
• Pass certification and quarterly re-certification processes (Required).

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).
• Detailed Organization: Strong organization, 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).

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 as part of our employee ownership culture.

Benefits

Our benefits exemplify the spirit of One Team, Together! Full and part-time employees have access to the same benefits when eligible, including:

• 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, totaling about 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, including adoption and fertility support.
• Back-up care and enhanced family support.
• 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.
• Access to free, year-round money coaches.