Sr Mobile Expert

Experience Expert

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. 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. That's how we're UNSTOPPABLE for our employees!

Job Overview: Experience Experts are our most capable experts with a passion for delivering best-in-class customer service experience while also leveraging their retail expertise. Our company-owned Experience stores will be a destination for attracting new customers as well as providing the highest level of service to our existing customers. Experience Experts will have new systems and tools for solving all customer needs from research to resolution, as well as new products and a product roadmap built specifically for these locations. This store uniquely brings Team of Experts to life, where Experts and Leaders are working directly with peers in Customer Service and Engineering to create a one-stop to resolution for solving customer pain points. Experience Experts will be uniquely set up for success to deliver the BEST sales and service experiences in a customer's lifetime.

Job Responsibilities:

• Sells appropriate products, features, and services based on customer needs.
• Resolves customer pain points in one interaction utilizing in-store systems and digital tools.
• Completes ongoing training to keep current and develop knowledge and skills to act as SME in all things T-Mobile.
• Consistently leverages digital tools in interactions and onboarding.
• Works collaboratively to build and contribute to a culture of sales and service.
• Success in resolving sales and customer service pain points.

Education:

• High School Diploma/GED (Required)

Work Experience:

• 12+ months tenure as mobile expert (neighborhood/signature), elite account expert or elite tech expert. (Required)

Knowledge, Skills and Abilities:

• Strong customer service skills: passion, integrity, and energy necessary to create and dynamic work environment necessary to deliver a world class shopping experience (required)
• Retail sales: retail experience in high volume environment and ability to work in varied environments (required)
• Detailed organization: strong organization, multi-tasking, versatility, communication, and attention to detail (required)
• Training: acclimate local retail sales associates and partner sales associates to unique event environment (required)
• Mathematics: consistent accuracy with basic math and proficient use of a calculator (required)
• Pass certification and quarterly re-certification process. (Required)
• Consistently performs above company average in sales metrics. (Preferred)
• Demonstrated system and tool knowledge with the ability and aptitude to learn new skills. (Preferred)
• Strong problem-solving skills and ability to handle customer escalations with a calm and professional demeanor. (Preferred)
• Demonstrated ability to work in a fast-paced environment and handle multiple priorities simultaneously. (Preferred)
• Passionate about people, teams, and our un-carrier values. (Preferred)
• At least 18 years of age
• Legally authorized to work in the United States

Travel:

• Travel required (yes/no): no

DOT Regulated:

• DOT regulated position (yes/no): no
• Safety sensitive position (yes/no): no

Hourly base pay: $32.00 annualized incentive target: $7,200

Successful candidate's actual incentive earnings vary based on performance and full-time status. All employees at T-Mobile, are guaranteed to earn $20/hour inclusive of base pay and incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an annual stock grant.

At T-Mobile, our benefits exemplify the spirit of one team, together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering 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. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out