Sr Specialist, Executive Response

T-Mobile • Oklahoma City, OK

8d • $30 - $41

About The Position

The Executive Response Sr. Specialist plays a critical role in resolving highly escalated customer concerns with professionalism, urgency, and precision. With guidance from the Executive Response Leadership team, this individual must quickly assess complex issues and provide dynamic resolutions, often on short notice. As part of T-Mobile's highest level of customer service, the Executive Response team is committed to delivering resolutions that uphold the company's values while balancing customer advocacy and business integrity.

Requirements

• High School Diploma/GED (Required)
• More than 6 months of customer service experience.
• Loyalty experience
• Time Management Efficiently prioritize tasks, meeting deadlines, and balancing competing priorities (Required)
• Critical Thinking Analyze situations logically to identify solutions and resolve complex issues (Required)
• Written Communication Crafting clear, concise, and professional correspondence, including formal letters to agencies. This includes proper grammar and structure of letters and emails to customers or agencies (Required)
• Attention To Detail Ensuring accuracy in documentation, identifying root-cause and adjacent concerns, correspondence, and resolution (Required)
• Emotional Intelligence Remaining calm under pressure, empathizing with others, maintaining professionalism in high-stake situations (Required)
• Adaptability Responding to shifting priorities or unexpected challenges with flexibility (Required)
• Self Motivation & Independence Working autonomously with minimal supervision and maintaining productivity (Required)
• Decision Making Making sound, informed decisions even in ambiguous situations (Required)
• Professionalism Maintaining a high standard of professionalism in all interactions, particularly when representing the organization (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Responsibilities

• Communication with outside Government/Consumer Agencies via written correspondence to provide the details of the research and the final solution with the customer back to the agency within the deadline they provide the business.
• Communicate with customers via phone, email, or mail as part of the research, negotiation, and implementation of the solution to address the customer’s concern.
• Work with cross-functional business partners to share research, address the root-cause of the issue and provide a final solution to the customer.
• Communicate with a representing attorney providing details of investigation as well as proposed solution for their client. Solution is implemented upon acceptance of the offer by the representing attorney.

Benefits

• Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
• employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role.
• Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year.
• medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - 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, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees