Expert, Enterprise Support

T-Mobile • Las Vegas, NV

4d • $21 - $31

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 The Enterprise Support Expert will serve as a vital member of the business customer support team, responsible for supporting the day to day needs of our business customers, as well as maintaining strong relations with cross-functional teams to drive solutions and sales. As part of this team, experts will maintain a focus on delivering customer solutions, increasing loyalty within their communities assigned customer base and servicing the accounts in accordance with any contractual obligations. Performs a wide array of both offline and inbound job responsibilities, driven by the needs of their communities 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, actively participating in customer conference calls, supporting the account billing and reporting needs and adapting to the individual needs of their communities assigned customer base.

Requirements

• High School Diploma/GED (Required)
• 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.
• Problem Solving Ability to fully understand and resolve a variety of problems quickly and effectively.
• At least 18 years of age
• Legally authorized to work in the United States

Nice To Haves

• 2-4 years Customer Service or customer facing sales experience (Preferred)
• Less than 2 years Prior call center experience (Preferred)

Responsibilities

• Deliver exceptional Un-Carrier service through expert handling of 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.
• Assist Sr. Enterprise Experts and community as needed with Account Management activities for including mobile number management, new account activation, fulfillment of equipment needs.
• Assist the Sr. Enterprise Experts as needed with sales or billing requests, 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.
• Run custom billing, usage and other account related activity reports that allow for management of the customer account as needed.
• 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
• 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 enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
• 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: Entry Level
• Education Level: High school or GED