Expert, Capitol Hill

T-Mobile•Columbia, DC

2d•Onsite

About The Position

T-Mobile is seeking a highly professional, service-oriented Government Support Expert to provide premium, white-glove customer service for Members of Congress and their staff at the Capitol Hill store in the Longworth House Office Building. This high-visibility, on-site liaison role provides account support, order fulfillment, issue resolution, and relationship management for congressional customers and their teams. Responsiveness, discretion, and executive presence are essential to delivering a seamless service experience and supporting T-Mobile’s trusted partnership, operational excellence, and customer care. The role manages daily store operations and provides transactional support for device, account, service, and other customer needs. The Expert owns requests end-to-end, ensuring accurate and timely fulfillment and follow-through. The position also identifies operational trends, service gaps, and process improvement opportunities. Candidates must be U.S. citizens and provide documentation proving citizenship within the first seven days of hire. The schedule must be flexible and may include day, afternoon, and graveyard shifts, weekends, on-call work, and holidays. Travel is listed as required, but the description does not specify its extent.

Requirements

High school diploma required; relevant or equivalent experience accepted.
At least 18 years of age.
Legally authorized to work in the United States.
U.S. citizenship required; documentation proving citizenship must be submitted within the first seven days of hire.
0–2 years of experience providing white-glove service, resolving customer issues, supporting senior leaders or high-visibility stakeholders, and identifying customer experience trends, service gaps, or process improvements (required).
Ability to deliver professional, accurate, solutions-oriented support to employees and leaders in a high-visibility store environment (required).
Excellent written and verbal communication skills, including the ability to document findings clearly and communicate with business partners at multiple levels (required).
Ability to participate in testing programs, identify defects or process gaps, synthesize feedback, and provide actionable recommendations (required).
Must be able to work a flexible schedule, including day, afternoon, and graveyard shifts, weekends, on-call, and holidays.

Nice To Haves

0–2 years of T-Mobile frontline, retail, customer service, government, or equivalent high-touch customer-facing operational experience in a fast-paced, high-visibility environment.
0–2 years of experience using retail systems and operational procedures to process transactions, support account requests, fulfill orders, and ensure accurate service delivery.
Background or area of study in Business Administration, Communications, Marketing, Retail Management, Operations Management, or a related field.
Proficiency with retail systems, store procedures, transaction processing, and operational controls.
Judgment, discretion, and maturity to support senior leadership visits and operate in a visible headquarters environment.
Microsoft Office Specialist certification in Microsoft 365 Apps, Excel, PowerPoint, Word, SharePoint, or equivalent productivity tools training.

Responsibilities

Manage daily Capitol Hill store operations, ensuring accurate, efficient, and compliant service delivery for government employees.
Provide expert employee customer service and process device, account, service, and support-related requests.
Facilitate and fulfill device and service orders promptly and accurately, owning requests through resolution and ensuring follow-through.
Deliver high-end, white-glove support as a subject matter expert on the congressional customer experience; identify operational trends, service gaps, and process improvements that enhance account support, order fulfillment, and customer experience.
Maintain discretion, professionalism, and responsiveness when interacting with senior government officials.
Perform other duties and projects as assigned by business management.