Specialist, Customer Care Accessibility

This role facilitates resolution of escalated or sensitive customer needs regarding products or services through various communication channels. It primarily involves managing complex customer interactions with discretion and documenting all contacts clearly. The role differentiates itself by handling the highest level of customer care issues and collaborating with internal departments when necessary. Success is measured by the effective resolution of customer concerns and maintaining clear, accurate records of interactions. The work impacts the organization by ensuring customer satisfaction and supporting service quality through expert issue management. Job Responsibilities Resolve complex customer issues through verbal and written communication to ensure satisfactory outcomes. Manage escalated account support cases to achieve resolution acceptable to all parties involved. Provide confidential support to customers requiring a high level of discretion in handling their concerns. Adapt to urgent or escalated customer needs by multitasking and prioritizing activities effectively. Also responsible for other duties/projects as assigned by business management as needed. Education and Work Experience High School Diploma/GED (Required) 2-4 years of Customer Service, Accessibility or customer‑facing sales experience (Preferred) Less than 2 years prior call center experience (Preferred) Less than 2 years of Project Management experience (Preferred) Knowledge, Skills and Abilities Customer Service: Interact with customers to address concerns, answer questions, and assist them with their needs (Required) Communication / Business Writing Skills: Clearly articulate issues and outcomes in a professional manner via written correspondence (Required) Organizational Effectiveness: Ability to thrive in a lively working environment and multitask; self‑starter with independent ability to meet deadlines with detail and effectiveness (Required) MS Office Suite: Responsible for communication with the customer via email and phone as part of research and implementation of solutions to meet customer needs (Required) T-Mobile Tools & System Knowledge: Maintain up‑to‑date knowledge and awareness of all current departmental policies and procedures; complete training requirements to stay current on existing and new systems and products, to grow skills and maintain proficiency on company values and organizational requirements (Required) Problem Solving: Ability to fully understand and resolve a variety of problems quickly and effectively (Required) Cross‑Functional Relationships: Ability to partner with other departments to resolve issues to completion (Required) Task Management: Adapt quickly and effectively to the unpredictable and varying requests you will support; prioritize tasks and ensure all are completed and documented (Required) Additional Employment Information At least 18 years of age Legally authorized to work in the United States This is a hybrid position with an in‑office and work‑from‑home component. Upon completion of training, the shift is 12:30 p‑11 p with a set off day each week totaling 40‑hour full time . This position does not currently work weekends and is closed on major holidays. Travel No DOT Regulated / Safety Sensitive Neither DOT regulated nor safety sensitive. Compensation Base Pay Range: $20.00 - $23.00. Corporate Bonus Target: 5%. Equal Opportunity Employer T‑Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Accommodations If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing View email address on click.appcast.io or calling View phone number on click.appcast.io. #J-18808-Ljbffr T-MOBILE USA, Inc.