Customer Service Account Associate

T-Mobile • Wichita, KS

9d

About The Position

This role supports customer satisfaction by resolving inquiries and managing accounts effectively within a team environment. It involves identifying root causes of customer concerns, managing account activities, and facilitating collections when appropriate. The position emphasizes developing skills in customer service, account management, and problem resolution. Success is measured by timely issue resolution, customer retention, and adherence to quality and productivity standards. The work contributes to building loyal customer relationships and enhancing organizational revenue through service and account management.

Account Associates receive on-the-job training and can earn up to $750 while completing training milestones. Once training is completed, they promote to the Account Expert role and become eligible for an annualized incentive target of $4,400 per year. Actual incentives vary based on performance and full-time status. T-Mobile guarantees employees at least $20 per hour inclusive of base pay and incentives, and employees are eligible for an annual stock grant.

Requirements

• High school diploma or GED.
• Required knowledge and skills: account management, answering telephones, customer education, customer needs identification, customer problem solving, customer retention, customer service, customer focus, empathy, Microsoft applications, multitasking, operating system concepts, payment collections, payment schedules, service orientation, and troubleshooting.
• At least 18 years of age.
• Legally authorized to work in the United States.

Nice To Haves

• Six months of customer service experience.

Responsibilities

• Resolve customer inquiries and concerns promptly to ensure effective issue resolution.
• Manage customer accounts to identify service opportunities and facilitate collections of past-due balances.
• Deliver customer service using available resources and training tools to maintain service quality.
• Complete required training to develop skills, system knowledge, and proficiency in organizational competencies.
• Meet department productivity and quality standards to support operational goals.
• Approach each customer interaction with respect and a solution-oriented mindset to foster positive experiences.
• Perform other duties or projects as assigned by business management.

Benefits

• Competitive base salary and compensation package.
• Annual stock grant.
• Employee stock purchase plan.
• 401(k).
• Access to free, year-round money coaches.
• Medical, dental, and vision insurance.
• Flexible spending account.
• Paid time off and up to 12 paid holidays.
• Paid parental and family leave.
• Family building benefits.
• Back-up care and enhanced family support.
• Childcare subsidy.
• Tuition assistance and college coaching.
• Short- and long-term disability coverage.
• Voluntary AD&D, accident, life, disability, and long-term care coverage.
• Mobile service and home internet discounts for eligible employees.
• Pet insurance for eligible employees.
• Commuter and transit programs for eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED