Sr Mobile Expert

Job Overview

Sr Mobile Experts are our most capable experts with a passion for delivering best-in-class customer service experience while also leveraging their retail expertise. Our company-owned Experience stores will be a destination for attracting new customers as well as providing the highest level of service to our existing customers. Sr Mobile Experts will have new systems and tools for solving all customer needs from research to resolution, as well as new products and a product roadmap built specifically for these locations. This store uniquely brings a Team of Experts to life, where Experts and Leaders are working directly with peers in Customer Service and Engineering to create a one-stop to resolution for solving customer pain points.

Job Responsibilities

• Sells appropriate products, features, and services based on customer needs.
• Solves customer pain points in one interaction utilizing in-store systems and digital tools.
• Completes ongoing training to keep current and develop knowledge and skills to act as SME 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/GED
• Retail: 12+ months Neighborhood Mobile Expert
• Care: Elite Expert, Account Care
• Care: Elite Expert, Technical Care

Qualifications

• Customer Service: Passion, integrity, and energy necessary to create and dynamic work environment necessary to deliver a world class shopping experience (Required)
• Retail Sales: Retail experience in high volume environment and ability to work in varied environments (Required)
• Detailed Organization: Strong organization, multi-tasking, versatility, communication, and attention to detail (Required)
• Training: Acclimate local Retail Sales Associates and Partner Sales Associates to unique event environment (Required)
• Miscellaneous: Consistent accuracy with basic math and proficient use of a calculator is required (Required)

Skills and Abilities

• Customer Service: Strong customer service skills (Preferred)
• Retail Sales: Consistently performs above company average in sales metrics (Preferred)
• Training: Demonstrated system and tool knowledge with the ability and aptitude to learn new skills (Preferred)
• Problem Solving: Strong problem-solving skills and ability to handle customer escalations with a calm and professional demeanor (Preferred)
• Fast-Paced Environment: Demonstrated ability to work in a fast-paced environment and handle multiple priorities simultaneously (Preferred)
• People, Teams, Values: Passionate about people, teams, and our Un-carrier values (Preferred)
• Success Certification: Pass certification and quarterly re-certification process (Required)

Pay

Hourly Base Pay: $29.00
Annualized Incentive Target: $7,200

Actual incentive earnings vary based on performance and full-time status. All employees at T-Mobile, are guaranteed to earn $20/hour inclusive of base pay and incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant.

Benefits

We offer a comprehensive benefits package including:

• Medical, dental, and vision insurance
• A flexible spending account
• 401(k)
• Employee stock grants and employee stock purchase plan
• Paid time off and up to 12 paid holidays
• Paid parental and family leave
• Family building benefits
• Back-up care and enhanced family support
• Childcare subsidy
• Tuition assistance
• College coaching
• Short- and long-term disability
• Voluntary AD&D coverage
• Voluntary accident coverage
• Voluntary life insurance
• Voluntary disability insurance
• Voluntary long-term care insurance
• Mobile service & home internet discounts
• Pet insurance
• Access to commuter and transit programs

To learn more about T-Mobile’s benefits, visit www.t-mobilebenefits.com.