Expert, Loyalty

T-Mobile•Kingsburg, CA

22h•Onsite

About The Position

A Loyalty Expert with elevated business acumen at T-Mobile plays a crucial role in delivering exceptional customer service and fostering long-term customer loyalty. This role involves resolving product and service issues, proactively identifying potential problems, and educating customers about our offerings. Utilizing technical proficiency, the Loyalty Expert navigates multiple complex computer systems to manage customer interactions effectively. Clear communication, efficient problem-solving, and strong relationship-building skills are essential to ensure customers feel valued and supported. Collaborating with various teams, the Loyalty Expert enhances customer satisfaction and drives loyalty by addressing inquiries, processing account management tasks, and identifying opportunities for service improvement. Commitment to service excellence with an enhanced focus on keeping customers for life is critical. Deepening the relationship through empathy, critical decision making and advanced troubleshooting are key in creating positive customer experiences and contributing to the overall success of our customer loyalty initiatives.

Requirements

High School Diploma/GED (Required)
2-4 years 9 Months experience in the Account Care role Required
Excellent verbal and written communication skills to convey information clearly and effectively to customers and team members (Required)
Strong commitment to providing exceptional customer experiences, addresses needs with courtesy and professionalism to enhance customer satisfaction and loyalty. (Required)
Ability to identify, analyze, and effectively solve problems and make decisions that are beneficial for the company and customers. (Required)
Skilled in using various computer and software applications, often simultaneously, to manage and resolve customers inquiries and issues. (Required)
Capable of handling multiple tasks and priorities concurrently without compromising quality or efficiency in a fast-paced environment. (Required)
Effective teamwork and coordination skills to work seamlessly with colleagues from different departments, such as Engineering, to resolve complex issues. (Required)
Strong organizational skills to manage time effecttively, ensuring timely resolution of customer issues and efficient handling of multiple responsibilities. (Required)
Flexibility to adapt to changing situations, new technologies, and evolving customer needs while maintaining a high level of performance. (Required)
Ability to understand and relate to customers' emotions and perspectives, providing a supportive and reassuring presence during interactions. (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Associate's Degree Business Administration, Customer Service or related field (Preferred)
2-4 years 9 Months experience in the Tech Care role Preferred
2-4 years Experience in retail sales with ability to work in varied environments, experience in customer service- preferably in a high volume environment, and experience in resolving sales and customer service pain points Preferred
Certified Customer Service Professional (CCSP) Certification that validates the ability to provide exceptional customer service, handle customer complaints, and foster customer loyalty. (Preferred)
Certified in Conflict Resolution Certification that demonstrates the ability to effectively resolve conflicts and disputes, which is beneficial in handling customer complaints and issues. (Preferred)

Responsibilities

Resolve product or service problems by clarifying customer concerns, determining the root cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution on inbound and outbound work.
Identify potential issues before they become problems, troubleshoot effectively, and proactively address customer concerns through the elevated access and comprehensive use of multiple computer systems and tools.
Educate customers about product features, benefits, and services to enhance their understanding and usage, thereby improving overall satisfaction and loyalty.
Manage a diverse portfolio of customer accounts by identifying and exploring revenue and service enhancement opportunities, assisting with activations, payment arrangements, and other collections activities as appropriate.
Completes training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency in company values, organizational requirements, and competencies needed for the Loyalty Expert role