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, you’ll be a destination for attracting new customers and providing the highest level of service to existing ones. This role features new systems and tools for solving all customer needs from research to resolution, along with a product roadmap built specifically for these locations. The store uniquely brings Team of Experts to life, where you’ll work 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 your expertise, enabling you to perform at your best and grow in a team-based culture that rewards and recognizes contributions to both experience and store 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 to act 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.
• 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 also 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.
• Free, year-round 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, 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.