Sr Expert, Enterprise Support- Enterprise Field Support Specialist in Washington D.C.

T-Mobile; Washington (District of Columbia); Hybrid; USD 48,000 - 87,000; Full time

Benefits offered by this job

Annual stock grant

Employee stock purchase plan

401(k)

Paid time off

Health insurance

Commuter/transit programs

Job summary

T-Mobile USA, Inc. is seeking a Sr Expert, Enterprise Business Care to own day-to-day support for business customers, maintain cross-functional relations, and drive solutions aligned with contractual obligations and growth targets. You will partner with Directors, Senior Managers, and Sr.

Account Executives to enhance account health and customer loyalty. The role covers operations, administrative support, ordering, billing and reporting, and proactive business solutions to improve overall

Qualifications

• High School Diploma or GED is required.
• 2-4 years of Customer Service 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.

Responsibilities

• Deliver exceptional Un-Carrier service and resolve billing issues for customers and sales teams.
• Act as project manager for customer solutions and process orders/renewals via portal or Salesforce.
• Create custom billing, usage and activity reports for account management and cross-functional alignment.
• Complete account management activities including mobile number management and activations.
• Communicate effectively with all levels of business customers and cross-functional partners.

Skills

Customer Service

Presentation

MS Office

Salesforce

Cross Functional Relationships

Strategic Thinking

Task Management

Problem Solving

Education

High School Diploma/GED

Tools

Salesforce

Job description

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

Job Overview

The Sr Expert, Enterprise Business Care will serve as a vital member of the business customer support team, taking ownership for the day-to-day needs of our business customers, as well as maintaining strong relations with cross-functional teams to drive solutions and sales specific to their customer base. As part of this team, experts will maintain a focus on delivering customer solutions, increasing loyalty within their assigned customer base and servicing the accounts in accordance with any contractual obligations or specific customer requests. This position partners closely with Directors, Senior Managers, and Sr. Account Executives to deliver against account and segment growth targets, churn goals, and champion ideas and processes to a diverse audience. Performs a wide array of both offline and inbound job responsibilities, driven by the individual needs of their customer base and sales team. These responsibilities include, but are not limited to: providing operational, administrative and ordering support to their sales team, responding to customer inquiries, resolving customer escalations, managing or actively participating in customer conference calls, supporting the account billing and reporting needs, adapting to the individual needs of their assigned customer base, and proactively providing business solutions to increase the overall health of the account.

Job Responsibilities

• Deliver exceptional Un-Carrier service through expert handling of specialized requests via various communication channels for customers as well as our sales team. Resolve billing issues by confirming promotions and rebates are processed correctly and assist with buyback facilitation of devices.
• Act as project manager for customer solutions as needed, this includes creating project plans determined by the needs of the customer and/or sales team including processing orders and renewals via portal or Salesforce. Effectively maintain and remain current with knowledge to support each group, department, and call center as business needs dictate.
• Create custom billing, usage and other account related activity reports that allow for management of the customer account. Document details of customized reporting to allow for redundancy and alignment across cross-functional teams
• Complete Account Management activities for customer base including mobile number management, new account activation, fulfillment of equipment needs.
• Communicate proficiently with all levels of business customers, Sales and cross-functional partners. Engage in cross-functional partnerships for in-depth problem-solving. Deliver and comply with customer care support needs as documented by contractual agreements

Education and Work Experience

• High School Diploma/GED (Required)
• 2-4 years Customer Service or customer facing sales experience (Preferred)
• Less than 2 years Prior call center experience (Preferred)
• Less than 2 years Project management (Preferred)

Skills

• Customer Service (Required)
• Organizational Effectiveness Ability to thrive in a lively working environment and multi-task. Self-starter with independent ability to meet strong deadlines with detail and effectiveness (Required)
• Cross Functional Relationships Work closely with Sales team as well as customer to ensure account health (Required)
• Articulate in Presentation Provide updates on account health, customer needs and concerns both internally and externally, in person and virtually (Required)
• MS Office Suite Responsible for communication with the customer via email and phone as part of research and solution implementation of customer needs (Required)
• T-Mobile Tools & System Knowledge Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements. (Required)
• Strategic Thinking Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple large corporate accounts. (Required)
• Task Management Effectively move between calls, written communication through Salesforce and reporting as described earlier. (Required)
• Problem Solving Ability to fully understand and resolve a variety of problems quickly and effectively. (Required)

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

Travel

Travel Required (Yes/No): No

DOT Regulated

DOT Regulated Position (Yes/No): No

Safety Sensitive Position (Yes/No): No

Total Target Cash Earnings Opportunity

$48,376 - $87,273

National Base Pay Range: $22.15 - $39.96

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

The base pay range reflects the compensation component of this opportunity. The candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. To find the pay range for this role based on hiring location, .

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Corporate employees are eligible for a year-end bonus based on individual and/or company performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering 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 - which total about 4 weeks for new full-time employees and 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, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com

Never stop growing! As part of the T-Mobile team, you know the Un-Carrier doesn't have a corporate ladder - it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth – and we applaud it. You're unstoppable!

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. Talent comes in all forms at the Un-carrier. 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.