Specialist, Customer Care Accessibility

T-Mobile•Overland Park, KS

3d•$20 - $23•Hybrid

About The Position

This role facilitates resolution of escalated or sensitive customer needs regarding products or services through various communication channels. It primarily involves managing complex customer interactions with discretion and documenting all contacts clearly. The role differentiates itself by handling the highest level of customer care issues and collaborating with internal departments when necessary. Success is measured by the effective resolution of customer concerns and maintaining clear, accurate records of interactions. The work impacts the organization by ensuring customer satisfaction and supporting service quality through expert issue management.

Requirements

High School Diploma/GED (Required)
Customer Service: Interact with customers to address concerns, answer questions, and assist them with their needs (Required)
Communication Business Writing Skills: Clearly articulate issues and outcomes in a professional manner via written correspondence (Required)
Organizational Effectiveness: Ability to thrive in a lively working environment and multi-task. Self-starter with independent ability to meet deadlines with detail and effectiveness (Required)
MS Office Suite: Responsible for communication with the customer via email and phone as part of research and implementation of solutions to meet 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)
Problem Solving: Ability to fully understand and resolve a variety of problems quickly and effectively (Required)
Cross Functional Relationships: Ability to partner with other departments to resolve issues to completion. (Required)
Task Management: Adapt quickly and effectively to the unpredictable and varying requests you will support. Ability to prioritize tasks and ensure all are completed and documented (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

2-4 years Customer Service, Accessibility or customer facing sales experience. (Preferred)
Less than 2 years Prior call center experience. (Preferred)
Less than 2 years Project Management. (Preferred)

Responsibilities

Resolve complex customer issues through verbal and written communication to ensure satisfactory outcomes
Manage escalated account support cases to achieve resolution acceptable to all parties involved
Provide confidential support to customers requiring a high level of discretion in handling their concerns
Adapt to urgent or escalated customer needs by multitasking and prioritizing activities effectively
Also responsible for other duties/projects as assigned by business management as needed