Customer Service

Specialist, Offline

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Offline Service League is an essential and critical team to T-Mobile's success. This team provides resolution to both our customers and our Customer Care frontline team while making balanced decisions to protect the T-Mobile brand. This team must have strong partnerships with other teams in the organization to provide long term resolutions to our customers. This team has the ability to work with numerous tools in effort to fully research and provide our customers and frontline teams with specific and detailed information. In our ever-changing wireless industry, this team is able to provide important feedback to the business to help streamline current processes and be part of the solution for our customers. In addition, the Offline Service team is comprised of numerous lines of business which include but not limited to Mobile Device Unlock, Handset Research, Mail/Faxes, Military Offline requests and Lifeline. The Specialist should possess the ability to multitask and adapt to a fast paced environment with our ever changing business. This is an exciting and unique role within the organization as our Offline Specialists have the ability to work with unique tools and partners in the business.

Multiple positions available and hiring manager may vary.

What you'll do in your role.

  • Ability to communicate with multiple business partners in effort to protect T-Mobile assets and brand. Offline Service Specialist work directly with important partners such as Customer Experience Managers and analysts to identify trends and offer recommendations to the business.
  • Strong verbal and written communication skills in order to resolve customer’s concerns in the most effective manner possible.
  • Passion for meticulous attention to detail to ensure full resolution the first time.
  • Opportunity to be the expert in multiple lines of business, it is important to be flexible and change work type as needed to support the business. This team is the only team in the entire organization with the skill set and tools to resolve complex handset research and Mobile Device Unlock inquiries.
  • Work directly with Government Agency to support the Lifeline program for qualification purposes to ensure all potential Lifeline customers are set up correctly in accordance with their perspective state regulations
  • Ability to work in a fast-paced environment on a daily basis and adapt to change based on business needs. This team has the privilege to obtain awesome new tools and it is vital to accept/implement change.
  • Ability to multitask, as this team is a huge contributor to the business and assists with multiple lines of business, it is important to be able to work with numerous T-Mobile systems simultaneously.
  • Ability to complete research across multiple systems in order to provide customer resolution.
  • Ability to work evenings, weekends, or varied shifts to support business needs. This job requires reliability, flexibility as well as predictable and consistent attendance.
  • Ability to complete research across multiple systems in order to provide customer resolution
  • Ability to work evenings, weekends, or varied shifts as assigned. This job requires reliability, flexibility as well as predictable, and consistent attendance.
  • The experience you'll bring.

  • Less Than 2 Years: General Care, Technical Care Or Team Of Experts Experience.
  • Microsoft Office
  • Communication
  • Position details

    Req ID: 136425BR

    Department: Customer Service

    Travel Required: No

    Position(s) remaining: 1

    Position posted for
    4 days
    # of candidates that have applied 6
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    What's it like to work at T-Mobile? Find out.

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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”

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    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