Specialist, Customer Care Accessibility

T-Mobile; United States; Hybrid; USD 27,552 - 31,684; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) and employee stock grants

Paid time off and holidays

Job summary

T-Mobile is looking for a dedicated Customer Service representative to facilitate resolution of escalated customer needs through various communication channels. The role requires managing complex interactions and ensuring satisfactory outcomes, impacting customer satisfaction and service quality.

Qualified candidates must have a high school diploma and relevant customer service experience. Position offers a hybrid work model, a salary range of $20–$23 per hour, and various employee benefits.

Qualifications

• 2–4 years of Customer Service or customer-facing sales experience preferred.
• Less than 2 years of prior call center experience preferred.
• Demonstrated multitasking skills in a dynamic environment.

Responsibilities

• Resolve complex customer issues through effective communication.
• Manage escalated account support cases for satisfactory resolutions.
• Provide confidential support requiring discretion with customer concerns.

Skills

Customer Service

Business Writing

Organizational Effectiveness

Problem Solving

Task Management

Education

High School Diploma or GED

Tools

MS Office Suite

T-Mobile Tools & System Knowledge

Job description

Role Overview

At T‑Mobile, we invest in YOU! This role facilitates resolution of escalated or sensitive customer needs regarding products or services through various communication channels. It primarily involves managing complex customer interactions with discretion and documenting all contacts clearly. The position handles the highest level of customer care issues and collaborates with internal departments when necessary. Success is measured by effective resolution of customer concerns and maintaining clear, accurate records of interactions. The work impacts the organization by ensuring customer satisfaction and supporting service quality through expert issue management.

Job Responsibilities

• Resolve complex customer issues through verbal and written communication to ensure satisfactory outcomes.
• Manage escalated account support cases to achieve resolution acceptable to all parties involved.
• Provide confidential support to customers requiring a high level of discretion in handling their concerns.
• Adapt to urgent or escalated customer needs by multitasking and prioritizing activities effectively.
• Perform other duties/projects as assigned by business management as needed.

Education and Work Experience

• High School Diploma or GED (Required).
• 2–4 years of Customer Service, Accessibility or customer‑facing sales experience (Preferred).
• Less than 2 years of prior call center experience (Preferred).
• Less than 2 years of Project Management experience (Preferred).

Knowledge, Skills and Abilities

• Customer Service: Interact with customers to address concerns, answer questions, and assist with their needs (Required).
• Business Writing: Clearly articulate issues and outcomes in a professional manner via written correspondence (Required).
• Organizational Effectiveness: Thrive in a lively working environment, multi‑task, self‑starter with independent ability to meet deadlines with detail and effectiveness (Required).
• MS Office Suite: Communicate with the customer via email and phone as part of research and implementation of solutions (Required).
• T‑Mobile Tools & System Knowledge: Maintain up‑to‑date knowledge and awareness of all current departmental policies and procedures; complete training requirements to stay current on existing and new systems and products (Required).
• Problem Solving: Fully understand and resolve a variety of problems quickly and effectively (Required).
• Cross‑Functional Relationships: Partner with other departments to resolve issues to completion (Required).
• Task Management: Adapt quickly to unpredictable and varying requests; prioritize tasks and ensure all are completed and documented (Required).

Additional Information

• Minimum age: 18 years.
• Legally authorized to work in the United States.
• Position type: hybrid (in‑office/work‑from‑home) after training; shift 12:30p‑m to 11p‑m with one scheduled off‑day weekly, totaling 40hours per week.
• Work schedule: does not include weekends and is closed on major holidays.
• Travel required: No.
• DOT regulated position: No.
• Safety sensitive position: No.
• Base pay range: $20.00–$23.00 per hour.
• Corporate bonus target: 5%.

Benefits

At T‑Mobile, employees in regular, non‑temporary roles are eligible for an annual bonus or periodic sales incentive or bonus based on role. Most corporate employees qualify for a year‑end bonus set at a percentage of eligible earnings. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. Benefits include medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays (~4weeks for new full‑time employees and about 2.5weeks for new part‑time employees annually), paid parental and family leave, family building benefits, backup care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short‑ and long‑term disability, various voluntary coverages, mobile service and home internet discounts, pet insurance, and commuter and transit programs. For more information, visit www.t-mobilebenefits.com.

Equal Opportunity Employer

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, 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.

If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, contact [e-mail] or call 1‑844‑873‑9500. This contact channel is not a means to apply for or inquire about a position and we will not respond to non‑accommodation related requests.

T‑Mobile maintains a drug‑free workplace.