Sr Mobile Expert, Bilingual Preferred
About the role
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 Team of Experts to life, where Experts and Leaders are working directly with peers in Customer Service and Engineering to create a one-stop resolution for solving customer pain points. Sr Mobile Experts will receive one-of-a-kind curated training and curriculum designed to enhance their expertise as well as provide ongoing development, resulting in an environment where they can best perform and grow. With a team-based culture that rewards and recognizes contribution to experience as well as store results, Sr Mobile Experts will be uniquely set up for success to deliver the best sales and service experiences in a customer's lifetime.
Responsibilities
- Sells appropriate products, features, and services based on customer needs.
- Resolves 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 (Required)
- Retail experience: 12+ months
- Experience as Neighborhood Mobile Expert, Care: Elite Expert, Account Care: Elite Expert, or Technical Care (preferred)
- At least 18 years of age
- Legally authorized to work in the United States
Travel required: No. DOT regulated: No. Safety sensitive position: No.
Skills
- Strong Customer Service skills: Passion, integrity, and energy necessary to create a dynamic work environment to deliver a world-class shopping experience (Required)
- Retail experience in high-volume environment and ability to work in varied environments (Required)
- Strong organization, multi-tasking, versatility, communication, and attention to detail (Required)
- Ability to acclimate local Retail Sales Associates and Partner Sales Associates to unique event environment (Required)
- Consistent accuracy with basic math and proficient use of a calculator (Required)
- 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 guaranteed to earn at least $20/hour inclusive of base pay and incentives
- Every employee eligible for an Annual Stock Grant
Benefits
- Medical, dental, and vision insurance
- Flexible spending account
- 401(k)
- Employee stock grants
- Employee stock purchase plan
- Paid time off and up to 12 paid holidays (totaling about 4 weeks for new full-time employees, about 2.5 weeks for new part-time employees annually)
- Paid parental and family leave
- Family building benefits
- Back-up care
- 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 (eligible employees)
- Pet insurance (eligible employees)
- Access to commuter and transit programs (eligible employees)
Full and part-time employees have access to the same benefits when eligible. For more details, visit www.t-mobilebenefits.com.