Sr Mobile Expert

Job Overview

Experience Experts are highly capable specialists who deliver best‑in‑class customer service while leveraging retail expertise. Working in company‑owned Experience stores, they attract new customers and provide the highest level of service to existing ones. Experts use new systems and tools to solve customer needs from research to resolution, and collaborate directly with peers in Customer Service and Engineering to create a one‑stop solution for customer pain points. Curated training and ongoing development equip them to excel and grow in a team‑based culture that rewards both individual contribution and store results.

Responsibilities

• Sells appropriate products, features, and services based on customer needs.
• Resolves customer pain points in a single interaction using in‑store systems and digital tools.
• Completes ongoing training to stay current and act as a subject‑matter expert on 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.
• Achieves success in resolving sales and customer‑service pain points.

Education & Experience

• High School Diploma or GED (required).
• 12+ months tenure as a Mobile Expert (Neighborhood/Signature), Elite Account Expert, or Elite Tech Expert (required).

Knowledge, Skills, and Abilities

• Strong customer‑service skills with passion, integrity, and energy to create a world‑class shopping experience (required).
• Retail sales experience in a high‑volume environment and ability to work in varied settings (required).
• Excellent organization, multitasking, communication, and attention to detail (required).
• Ability to train local retail sales associates and partner sales associates for the unique event environment (required).
• Consistent accuracy with basic math and proficient use of a calculator (required).
• Pass certification and quarterly re‑certification (required).
• Consistently performs above company average in sales metrics (preferred).
• Demonstrated system and tool knowledge with aptitude for learning new skills (preferred).
• Strong problem‑solving skills and ability to handle customer escalations calmly and professionally (preferred).
• Ability to thrive in a fast‑paced environment and manage multiple priorities simultaneously (preferred).
• Passionate about people, teams, and T‑Mobile’s Un‑Carrier values (preferred).
• At least 18 years of age and legally authorized to work in the United States (required).

Pay

• Hourly base pay: $32.00.
• Annualized incentive target: $7,200 (actual earnings vary based on performance and full‑time status).
• All employees are guaranteed to earn $20/hour inclusive of base pay and incentives.
• Eligibility for an annual stock grant as an employee‑owner.

Benefits

• Medical, dental, and vision insurance.
• Flexible spending account.
• 401(k) plan.
• Employee stock grants and employee stock purchase plan.
• Paid time off and up to 12 paid holidays (approximately 4 weeks for new full‑time employees, 2.5 weeks for new part‑time employees).
• 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, voluntary AD&D, accident, life, disability, and long‑term care insurance.
• Mobile service and home internet discounts.
• Pet insurance.
• Commuter and transit program access.

Additional Information

Travel required: No. This position is not DOT regulated and is not a safety‑sensitive role.