Sr Mobile Expert
About The Position
Sr Mobile Experts are highly capable customer service experts who use their retail expertise to deliver best-in-class sales and service experiences. In T-Mobile company-owned Experience stores, they help attract new customers and provide a high level of service to existing customers. They use store systems and digital tools to resolve customer needs, supported by products and resources tailored to these locations. The role works closely with peers in Customer Service and Engineering, as well as store Experts and Leaders, to address customer pain points. Curated training and ongoing development support continued expertise and growth. The team-based culture recognizes contributions to customer experience and store results. The position requires a high school diploma or GED, at least 12 months of Neighborhood Mobile Expert retail experience, and experience as an Elite Expert in both Account Care and Technical Care. Candidates must be at least 18 years old and legally authorized to work in the United States. Travel is not required.
Requirements
- High school diploma or GED.
- At least 12 months of Neighborhood Mobile Expert retail experience.
- Experience as an Elite Expert in Account Care.
- Experience as an Elite Expert in Technical Care.
- Strong customer service skills, including the passion, integrity, and energy needed to create a dynamic environment and deliver a world-class 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.
- Accuracy with basic math and proficiency using a calculator.
- Pass the certification and quarterly recertification process.
- At least 18 years of age.
- Legally authorized to work in the United States.
Nice To Haves
- Success resolving sales and customer service pain points.
- Consistent performance above company average in sales metrics.
- Demonstrated system and tool knowledge, with the ability and 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
- Sell appropriate products, features, and services based on customer needs.
- Resolve customer pain points in one interaction using in-store systems and digital tools.
- Complete ongoing training to maintain and develop knowledge and skills as a T-Mobile subject-matter expert.
- Consistently use digital tools during customer interactions and onboarding.
- Work collaboratively to contribute to a culture of sales and service.
- Acclimate local Retail Sales Associates and Partner Sales Associates to the unique event environment.
Benefits
- Competitive base salary and compensation package.
- Annual stock grant.
- Employee stock purchase plan.
- 401(k).
- Access to free, year-round money coaches.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Flexible spending account.
- Paid time off.
- Up to 12 paid holidays.
- Paid parental and family leave.
- Family building benefits.
- Back-up care.
- Enhanced family support.
- Childcare subsidy.
- Tuition assistance.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
