Customer Service

Expert, Customer Resolution

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A Customer Resolution Expert (CRE) will drive initiatives across Team of Experts (TEX) and T-Mobile, while fostering a fierce passion for T-Mobile's brand and a boundless approach to resolution within the communities they serve. A successful CRE will unleash their community to own the prevention of unnecessary complex customer handoffs. The CRE will facilitate "Famous for Care" relationship-building and knowledge-sharing with other TEX communities, site leaders, and other T-Mobile lines of business.

What you'll do in your role.

  • Considered the “resolution influencer” within their community. For that reason, customer calls and/or concerns referred to the CRE must be fully researched and resolved, whether in the customer’s favor or in protection of T-Mobile.
  • Partner with the Resolution Coach and Sr. Customer Resolution Expert to provide collective insights regarding their community’s trends, share best practices, educate their community and leaders, and help drive change to outliers across markets.
  • Build and leverage strong community and cross-functional relationships to foster enhanced customer satisfaction and resolution.
  • Responsible for working with Business Support to track issues resulting from policy gaps/complex handoffs. They will be steadfast and committed to following up and following through to ensure short-term resolution and long-term process enhancements.
  • Point of contact when high-priority customer campaigns need support. This may include supporting incoming calls or completing outbound calls, and/or being able to quickly address account changes.
  • Support other duties as assigned to support their Community, the Resolution team, and site leadership.
  • Considered the “resolution influencer” within their community. For that reason, customer calls and/or concerns referred to the CRE must be fully researched and resolved, whether in the customer’s favor or in protection of T-Mobile.
  • Partner with the Resolution Coach and Sr. Customer Resolution Expert to provide collective insights regarding their community’s trends, share best practices, educate their community and leaders, and help drive change to outliers across markets.
  • Build and leverage strong community and cross-functional relationships to foster enhanced customer satisfaction and resolution.
  • Responsible for working with Business Support to track issues resulting from policy gaps/complex handoffs. They will be steadfast and committed to following up and following through to ensure short-term resolution and long-term process enhancements.
  • Point of contact when high-priority customer campaigns need support. This may include supporting incoming calls or completing outbound calls, and/or being able to quickly address account changes.
  • Support other duties as assigned to support their Community, the Resolution team, and site leadership.
  • The experience you'll bring.

  • Vocational/Technical Training
  • Less Than 2 Years Customer Service Experience
  • Escalation Resolution
  • Conflict Resolution
  • T-Mobile Tools & System Knowledge
  • Billing Systems
  • Position details

    Req ID: 135146BR

    Department: Customer Service

    Travel Required: No

    Position(s) remaining: 1

    Position posted for
    7 days
    # of candidates that have applied 8

    Check your commute.

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    Are you a good fit for our team?

    Apply now

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

    "Best Company I’ve Ever Worked For”

    5 stars 5 stars 5 stars 5 stars 5 stars

    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”

    5 stars 5 stars 5 stars 5 stars 5 stars

    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