Customer Service

Expert, Messaging

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Messaging Experts work as part of a Team of Experts to astound customers with effective resolution, proactive account management, and customer education. While Messaging Experts will resolve customer inquiries primarily via the Messaging platfrom, they may also interact with customers via the phone and other written channels for T-Mobile customers and third party partners. They determine and resolve root causes to customer concerns and inquiries, identify appropriate revenue and service enhancement opportunities, and explore customer needs to develop loyal and profitable customers, including payment arrangements and other collections activities, when appropriate. Experts have demonstrated a level of skill and competency that allows them to achieve the goals of their position with normal supervision while demonstrating world-class skills in courtesy, concern, timely resolution, relationship building, and knowledge of the processes and products associated with their role. This postion requires strong written and interpersonal skills.

What you'll do in your role.

Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

• Owns and resolves issues that start in Messaging
• Builds customer loyalty through timely and effective resolution. Increases revenue through the execution of various sales initiatives.
• Uses resource documentation for reference, automated and training tools provided and uses other LOB for support where necessary to deliver exceptional customer service.
• Resolve customer issues by making outbound calls when there is data involved that cannot be shared via Messaging
• Meets department productivity and quality standards. Appropriately disburses adjustments and account credits in accordance with T-Mobile policy.
• Accepts inbound and places outbound calls from customers when Messaging customer wishes to reach them via call
• 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.
• Also responsible for other Duties/Projects as assigned by business management as needed.

The experience you'll bring.

Minimum required

• Effective written and verbal communication skills with proven ability to write clear, concise, and accurate messages for a variety of audiences while adhering to an established style• One year experience in a call center environment, or comparable customer service experience.• Demonstrated competency in Windows based environment, keyboarding proficiency, internet savvy and use of automated systems.• Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, and Microsoft Outlook.• Uses extreme discretion when handling confidential and/or proprietary information• Effective analytical, critical thinking and problem-solving skills• Ability to produce in a fast-paced, high-volume, environment• Must be comfortable with online public presenceo Headshot required (fun, branded)o Use of first name publiclyo Short, general bio information shared publicly
Desired

• Experience in providing customer service in writing with a variety of written communication tools preferred• Call center and wireless experience a plus.• Ability to develop in-depth knowledge of assigned functional areas
Position details

Req ID: 134344BR

Department: Customer Service

Travel Required: No

Position(s) remaining: 1

Position posted for
1 days
# of candidates that have applied 3

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What's it like to work at T-Mobile? Find out.

"Best Company I’ve Ever Worked For”

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Former Customer Service Representative in Salem, OR

Pros

Insanely high energy and fun. Constantly encouraged to bring your personality to work and do everything in your own voice and your own personal way. It can be challenging but those challenges will teach you so much!

Cons

If you don't like giving amazing customer service, its not the right job for you. You really have to go all the way all the time.

Advice to Management

Keep it up! Stay visible. Stop by pods and says hello! My managers did this and it kept me on my A game!

“Wonderful Company”

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Current Customer Service Representative in Meridian, ID

Pros

Awesome environment. They take pride in their employees and company.best call center I have worked for. The performance based structure allows you to easily earn additional rewards and compensation.

Cons

You have to enjoy the call center work.

“positive place to work”

5 stars 5 stars 5 stars 5 stars 5 stars

Former Customer Service Representative in Chattanooga, TN

Pros

There were many great benefits and the company has really good values.

Cons

It can be stressful at times.

Advice to Management

Not everyone needs to be micromanaged.

Equal Employment Opportunity

EOE Statement