Coordinator, Customer Success

T-Mobile • New York, NY

1d • $21 - $39

About The Position

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 This role supports high-value customers by managing order processing, service activations, and customer service activities to maintain service quality. It involves processing orders, activating new services, troubleshooting issues, managing service tickets, and generating custom reports. The role requires broad knowledge of wireless products, services, processes, and systems to provide comprehensive customer support. Success is measured by accuracy in order processing, timely issue resolution, and maintaining positive customer experiences. The work directly impacts customer satisfaction and strengthens organizational partnerships through effective service delivery.

Requirements

• Bachelor's Degree OR combination of education and experience deemed equivalent (Required)
• Superior communication, presentation, and interpersonal skills. (Required)
• Knowledge of T-Mobile rate plans, features, and self-help tools. (Required)
• Demonstrated proficiency in T-Mobile systems, processes and policies including Microsoft’s suite. (Required)
• Ability to build strong cross-functional partnerships and leverage internal and external resources. (Required)
• Collaboration and customer relationship management in a remote, client-based, virtual environment. (Required)
• Demonstrated knowledge of solutions, technologies, and operating systems. (Required)
• Remain attuned to market trends and developments within the customer’s industry. (Required)
• Leadership qualities to thrive in an enterprise environment. (Required)
• Organizational and time management skills with the ability to manage highly complex on-site customer issues. (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Nice To Haves

• 2-4 years 3+ years of related sales support or related customer service experience. (Preferred)
• 2-4 years 3+ years of wireless industry experience. (Preferred)

Responsibilities

• Manage order and activation processing with accuracy to meet service level agreements
• Track new orders and upgrades daily to confirm timely delivery and completion
• Resolve activation failures and order-related escalations to minimize service disruptions
• Perform basic troubleshooting of devices and software to support customer functionality
• Handle device replacements and assist with mobile device management and setup
• Execute service changes including SIM swaps, port-ins, port-outs, and rate plan adjustments
• Also responsible for other duties/projects as assigned by business management as needed

Benefits

• 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.
• Employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role.
• 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.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees