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, offering a competitive base salary and compensation package, annual stock grants, an employee stock purchase plan, 401(k), and access to free, year-round money coaches.

About the role

Sr Mobile Experts are our most capable experts, delivering best-in-class customer service while leveraging retail expertise in company-owned Experience stores. These stores serve as a destination for attracting new customers and providing top-tier service to existing ones. Sr Mobile Experts utilize new systems, tools, and a product roadmap designed specifically for these locations to resolve customer needs from research to resolution. This role brings the Team of Experts concept 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 for growth and success in delivering exceptional 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 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 as a Neighborhood Mobile Expert (Required).
• Experience as an Elite Expert in Account Care or Technical Care (Required).
• Passion, integrity, and energy to create a dynamic work environment and deliver a world-class shopping experience (Required).
• Retail experience in a high-volume environment with the ability to work in varied settings (Required).
• Strong organization, multitasking, versatility, communication, and attention to detail (Required).
• Ability to acclimate local Retail Sales Associates and Partner Sales Associates to unique event environments (Required).
• Consistent accuracy with basic math and proficient use of a calculator (Required).
• Pass certification and quarterly re-certification processes (Required).
• At least 18 years of age and legally authorized to work in the United States.

Preferred Qualifications

• Success in resolving sales and customer service pain points.
• Performance above company average in sales metrics.
• Demonstrated system and tool knowledge with the ability to learn new skills.
• Strong problem-solving skills and ability to handle customer escalations calmly and professionally.
• Ability to work in a fast-paced environment and handle multiple priorities simultaneously.
• Passion for people, teams, and T-Mobile’s Un-carrier values.

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 (FSA).
• 401(k) with company match.
• Annual stock grants 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 and 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.