Mobile Associate, Store-in-Store

T-MOBILE USA, Inc.; Everett (MA); On-site; USD 28,000 - 40,000; Full time

Job summary

T-Mobile USA, Inc. is seeking Mobile Associates (Store-in-Store) to engage customers in high-traffic retail locations, educating on solutions and driving sales. You will use digital tools to showcase value and onboard customers into self-serve options.

Training will cover in-store experience, products, processes, and resources. You will build relationships with store leadership and partners to support customer accounts and service needs.

Qualifications

• High School Diploma/GED (Required)
• 6 months of customer service and/or sales experience, Retail environment preferred. (Required)
• Excellent customer service and communication skills.
• Ability to work in a fast-paced retail environment.

Responsibilities

• Proactively engages with customers in a high-traffic retail environment, educating them about T-Mobile solutions.
• Use digital self-serve tools and onboard customers, demonstrating value of products and services.
• Complete training on in-store experience and knowledge resources; assist with onboarding of customers.
• Provide exceptional service, build rapport and loyalty, and follow up to drive sales activity.
• Build relationships with local leadership to support customer experience from account setup to device support.

Skills

Customer service

Retail sales

Communication

Education

High School Diploma/GED

Job description

Overview

Mobile Associates, Store-in-Store are an integral part of the Retail Team responsible for bringing the T-Mobile brand to life within National Sales partner locations, where active customer engagement is crucial for success. They are ambassadors who create energy and excitement around our products and services. They are obsessed with the connected world and thrive in a high-traffic environment, where technology innovations, customer needs and the Retail experience are continuously evolving. Mobile Associates excel at building and deepening relationships with customers through meaningful interactions. They are skilled at identifying customer needs and are passionate about educating, demonstrating, and recommending solutions. Mobile Associate SiS, exceed their performance targets Doing it the Right Way, by excelling in sales, providing exceptional customer experiences, and meeting quality of sale metrics.

Job Responsibilities

• Proactively engages with a broad range of customers in a highly-traffic retail environment. You will use digital tools, communicate effectively, educate customers, and showcase the value of T-Mobile solutions.
• Leverage digital self-serve tools during customer interactions and the onboarding process. Identify customer needs and use solution-based selling techniques to demonstrate the value of T-Mobile products and services. By recommending wireless solutions, and an onboarding solution centric to helping customers understand how to self-serve and utilize the T-Mobile app for wireless needs, you will deepen relationships with customers and ensure their satisfaction.
• Complete training on the T-Mobile in-store experience, new skills, products and processes, and knowledge of systems and reference resources. Review your personal results, current promotions, and updates on the Hub to be Customer Ready at all times. Partner with nearby store locations to properly onboard customers. Perform skills practicing, knowledge sharing, store operations, opening and closing procedures. As part of these procedures, you will carry keys to the kiosk cabinets, lock/secure kiosk and assets, and report any lost keys or assets to your manager.
• Customer obsessed. You are passionate, friendly, and engaging with customers. You are able to connect on a personal level, match the pace of the customer, build rapport, trust, and loyalty with every interaction. You are committed to providing exceptional service, and to exceeding customer expectations. You will proactively reach out to potential customers to further drive sales activity in your location. You are able to follow up with customers, capture referrals, manage Be Back processes, and build relationships with new and existing customers. As part of your role, you will have the ability to perform price overrides for our specialty offers specific to National Retail.
• Builds relationships with nearby leadership and teams to help support the customer experience from account set up, to device support and account servicing.

Education

• High School Diploma/GED (Required)

Work Experience

• 6 months of customer service and/or sales experience, Retail environment preferred. (Required)

Knowledge, Skills and Abilities

• Customer Satisfaction — Passionate customer advocate with the desire to be yourself when connecting and having fun with our customers. Effective at balancing customer experience and performance goals. (Required)
• Team Building — Desire to be a part of the game-changing T-Mobile store team. Willingness to work alongside peers and store leaders, learning and sharing best practices, while serving customers and providing resolutions to issues. (Required)
• Retail Sales — Competitive drive and confidence to succeed in a fast-paced sales environment. (Required)