Sr Mobile Expert

T-Mobile USA • Virginia Beach, VA

4d

About The Position

The Sr Mobile Expert is a senior retail expert who delivers high-quality customer service and sales in T-Mobile company-owned Experience stores. The role serves new and existing customers, using store systems and digital tools to research and resolve customer needs, and works with peers in Customer Service and Engineering to address customer pain points. The position includes curated training and ongoing development to build expertise in T-Mobile products and services. A team-based culture recognizes contributions to customer experience and store results.

The position requires a high school diploma or GED and at least 12 months of retail experience. Neighborhood Mobile Expert and Elite Expert experience in Account Care or Technical Care are preferred. Candidates must be at least 18 years old and legally authorized to work in the United States. Travel is not required. The hourly base pay is $29, with an annualized incentive target of $7,200; actual incentive earnings vary based on performance and full-time status. T-Mobile guarantees employees at least $20 per hour inclusive of base pay and incentives.

Requirements

• High school diploma or GED.
• At least 12 months of retail experience.
• Strong customer service skills, including the passion, integrity, and energy to help create a dynamic environment and deliver a high-quality shopping experience.
• Retail experience in a high-volume environment and ability to work in varied environments.
• Strong organization, multitasking, versatility, communication, and attention to detail.
• Consistent accuracy with basic math and proficient use of a calculator.
• At least 18 years of age.
• Legally authorized to work in the United States.
• Pass certification and quarterly recertification processes.

Nice To Haves

• Neighborhood Mobile Expert experience.
• Elite Expert experience in Account Care or Technical Care.
• Success resolving sales and customer service pain points.
• Consistent performance above company average in sales metrics.
• Demonstrated knowledge of systems and tools, with the aptitude to learn new skills.
• Strong problem-solving skills and ability to handle customer escalations calmly and professionally.
• Ability to work in a fast-paced environment and handle multiple priorities simultaneously.
• Passion for people, teams, and T-Mobile’s Un-carrier values.

Responsibilities

• Recommend and sell appropriate products, features, and services based on customer needs.
• Resolve customer pain points in a single interaction using in-store systems and digital tools.
• Complete ongoing training to maintain and develop expertise in T-Mobile products, services, and processes.
• Consistently use digital tools during customer interactions and onboarding.
• Collaborate with teammates to build and contribute to a sales- and service-oriented culture.
• Help acclimate local Retail Sales Associates and Partner Sales Associates to the unique event environment.
• Pass certification and quarterly recertification processes.

Benefits

• Competitive base salary and compensation package.
• Annual stock grant.
• Employee stock purchase plan.
• 401(k).
• Access to free, year-round money coaches.
• Medical, dental, and vision insurance.
• Flexible spending account.
• Paid time off and up to 12 paid holidays.
• Paid parental and family leave.
• Family-building benefits.
• Backup care and enhanced family support.
• Childcare subsidy.
• Tuition assistance and college coaching.
• Short- and long-term disability coverage.
• Voluntary AD&D coverage.
• Voluntary accident coverage.
• Voluntary life insurance.
• Voluntary disability insurance.
• Voluntary long-term care insurance.
• Mobile service and home internet discounts for eligible employees.
• Pet insurance for eligible employees.
• Commuter and transit programs for eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED