Sr Expert, Enterprise Business Care

T-Mobile•Las Vegas, NV

3d•$22 - $40

About The Position

The Sr Expert, Enterprise Business Care will serve as a vital member of the business customer support team, taking ownership for the day-to-day needs of our business customers, as well as maintaining strong relations with cross-functional teams to drive solutions and sales specific to their customer base. As part of this team, experts will maintain a focus on delivering customer solutions, increasing loyalty within their assigned customer base and servicing the accounts in accordance with any contractual obligations or specific customer requests. This position partners closely with Directors, Senior Managers, and Sr. Account Executives to deliver against account and segment growth targets, churn goals, and champion ideas and processes to a diverse audience. Performs a wide array of both offline and inbound job responsibilities, driven by the individual needs of their 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, managing or actively participating in customer conference calls, supporting the account billing and reporting needs, adapting to the individual needs of their assigned customer base, and proactively providing business solutions to increase the overall health of the account.

Requirements

High School Diploma/GED (Required)
Customer Service (Required)
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)
Work closely with Sales team as well as customer to ensure account health (Required)
Provide updates on account health, customer needs and concerns both internally and externally, in person and virtually (Required)
Responsible for communication with the customer via email and phone as part of research and solution implementation of customer needs (Required)
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)
Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple large corporate accounts. (Required)
Effectively move between calls, written communication through Salesforce and reporting as described earlier. (Required)
Ability to fully understand and resolve a variety of problems quickly and effectively. (Required)
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)
Less than 2 years Project management (Preferred)

Responsibilities

Deliver exceptional Un-Carrier service through expert handling of specialized 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.
Act as project manager for customer solutions as needed, this includes creating project plans determined by the needs of the customer and/or sales team including 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.
Create custom billing, usage and other account related reports that allow for management of the customer account.
Document details of customized reporting to allow for redundancy and alignment across cross-functional teams.
Complete Account Management activities for customer base including mobile number management, new account activation, fulfillment of equipment needs.
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.