Sr Mobile Expert

T-MOBILE USA, Inc.; San Jose (CA); Presencial; USD 70.000 - 78.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

401(k)

Stock grants

Paid time off

Descripción de la vacante

T-Mobile USA, Inc. is hiring Experience Experts to deliver best-in-class customer service in our company-owned stores. You’ll use new systems and tools, work with peers in Customer Service and Engineering, and participate in a curated training program to build expertise and growth.

The role emphasizes a team-based culture, high-performance sales, and delivering the best shopping experience in a customer's lifetime.

Formación

• Experience in high-volume retail and customer service environments.
• Ability to train and onboard staff, and manage multiple tasks.
• Strong math and calculator skills for transactions and audits.
• Must pass certification and recertification processes.
• Proven track record delivering world-class shopping experiences.

Responsabilidades

• Sells products, features, and services based on customer needs.
• Resolves customer issues in one interaction using in-store systems.
• Participates in ongoing training to act as SME for T-Mobile.
• Uses digital tools to assist customers and onboarding processes.
• Collaborates to foster a sales-and-service culture.
• Strives to meet and exceed sales and service metrics.

Conocimientos

Customer service

Retail sales

Organization

Training

Math proficiency

Certifications / recertification

Escalation handling

Educación

High School Diploma/GED

Descripción del empleo

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

Experience 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. Experience 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 to resolution for solving customer pain points. Experience 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, Experience Experts will be uniquely set up for success to deliver the BEST sales and service experiences in a customer's lifetime.

Job 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.
• Success In Resolving Sales And Customer Service Pain Points.

Education

• High School Diploma/GED (Required)

Work Experience

• 12+ Months Tenure As Mobile Expert (Neighborhood/Signature), Elite Account Expert Or Elite Tech Expert. (Required)

Knowledge, Skills and Abilities

• Strong Customer Service Skills: Passion, Integrity, And Energy Necessary To Create And Dynamic Work Environment Necessary To Deliver A World Class Shopping Experience (Required)
• Retail Sales: Retail Experience In High Volume Environment And Ability To Work In Varied Environments (Required)
• Detailed Organization: Strong Organization, Multi-Tasking, Versatility, Communication, And Attention To Detail (Required)
• Training: Acclimate Local Retail Sales Associates And Partner Sales Associates To Unique Event Environment (Required)
• Mathematics: Consistent Accuracy With Basic Math And Proficient Use Of A Calculator (Required)
• Pass Certification And Quarterly Re-Certification Process. (Required)
• Consistently Performs Above Company Average In Sales Metrics. (Preferred)
• Demonstrated System And Tool Knowledge With The Ability And Aptitude To Learn New Skills. (Preferred)
• Strong Problem-Solving Skills And Ability To Handle Customer Escalations With A Calm And Professional Demeanor. (Preferred)
• Demonstrated Ability To Work In A Fast-Paced Environment And Handle Multiple Priorities Simultaneously. (Preferred)
• Passionate About People, Teams, And Our Un-Carrier Values. (Preferred)
• 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

Hourly Base Pay: $32.00Annualized Incentive Target: $7,200

Successful candidate's actual incentive earnings 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. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant.

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.