Account Associate

T-MOBILE USA, Inc.; Pataukunk (NY); On-site; USD 22,730 - 32,373; Full time

Job summary

T-Mobile USA, Inc. is seeking an Account Associate to support customer satisfaction by resolving inquiries, managing accounts, and facilitating collections when needed.

This role operates in a team environment and emphasizes developing skills in customer service, account management, and problem resolution. Success is measured by timely issue resolution, customer retention, and adherence to quality and productivity standards.

Qualifications

• High School Diploma or GED is required.
• 6 months customer service experience preferred.

Responsibilities

• Resolve customer inquiries promptly to ensure effective issue resolution.
• Manage customer accounts to identify service opportunities and facilitate collections of past-due balances.
• Deliver customer service using available resources and training tools to maintain service quality.
• Complete required training to develop skills, system knowledge, and proficiency in organizational competencies.
• Meet department productivity and quality standards to support operational goals.
• Approach each customer interaction with empathy and a solution-oriented mindset to foster positive experiences.
• Support additional duties or projects as assigned by management.

Skills

Account Management

Answering Telephones

Customer Education

Customer Needs Identification

Customer Problem Solving

Customer Retentions

Customer Service

Customer-Focused

Empathy

Microsoft Applications

Multitasking

Operating System Concepts

Payment Collections

Payment Schedules

Service Oriented

Troubleshooting

Education

High School Diploma/GED

Tools

Microsoft Applications

Job description

Job Overview

This role supports customer satisfaction by resolving inquiries and managing accounts effectively within a team environment. It involves identifying root causes of customer concerns, managing account activities, and facilitating collections when appropriate. The position emphasizes developing skills in customer service, account management, and problem resolution. Success is measured by timely issue resolution, customer retention, and adherence to quality and productivity standards. The work contributes to building loyal customer relationships and enhancing organizational revenue through service and account management.

Job Responsibilities

• Resolve customer inquiries and concerns promptly to ensure effective issue resolution
• Manage customer accounts to identify service opportunities and facilitate collections of past‑due balances
• Deliver customer service using available resources and training tools to maintain service quality
• Complete required training to develop skills, system knowledge, and proficiency in organizational competencies
• Meet department productivity and quality standards to support operational goals
• Approach each customer interaction with respect and a solution‑oriented mindset to foster positive experiences
• Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience

• High School Diploma/GED (Required)
• 6 months customer service experience (Preferred)

Knowledge, Skills, and Abilities

• Account Management (Required)
• Answering Telephones (Required)
• Customer Education (Required)
• Customer Needs Identification (Required)
• Customer Problem Solving (Required)
• Customer Retentions (Required)
• Customer Service (Required)
• Customer‑Focused (Required)
• Empathy (Required)
• Microsoft Applications (Required)
• Multitasking (Required)
• Operating System Concepts (Required)
• Payment Collections (Required)
• Payment Schedules (Required)
• Service Oriented (Required)
• Troubleshooting (Required)

Additional Qualifications

• At least 18 years of age
• Legally authorized to work in the United States

Travel

Travel Required? No

DOT‑Regulated / Safety Sensitive Position

DOT Regulated Position? No
Safety Sensitive Position? No

Compensation

Hourly Base Pay: $20.00, plus opportunity to earn up to a total of $750 while completing training milestones. When starting with T‑Mobile, Account Associates receive on‑the‑job training and can earn up to a total of $750. Once completed, Account Associates promote to the Account Expert role and become eligible for an annualized incentive target of $4,400/year. Actual incentives 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. Each employee is eligible for an Annual Stock Grant.

Benefits

Full and part‑time employees have access to the same benefits when eligible. Benefits include medical, dental, vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off, paid holidays, parental and family leave, family building benefits, backup care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short‑ and long‑term disability, voluntary AD&D coverage, accident coverage, life insurance, disability insurance, long‑term care insurance, mobile service and home internet discounts, pet insurance, commuter and transit programs, and participation in T‑Mobile’s stock grant program.

Equal Employment Opportunity

T‑Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, genetic information, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Accommodations

If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [e-mail] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non‑accommodation related requests.