Coach, Social Media Care - Full-time / Part-time

As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit Please Complete The Following After You Have Finished The Application Process For The Coach, Social Media Care Position:

• Create a 30-60-90 Day Plan
• Email Your Plan To:

Social Media Care Coaches coach, motivate, and inspire their team members to achieve and exceed performance results. Coaches lead a team of 10 to 15 Specialists to offer differentiated customer service over a variety of social media channels. As leaders, Coaches demonstrate strong interpersonal, time management, and multi-tasking skills. This position is responsible to coach, develop, lead, motivate, and inspire their team of Social Media Specialists to ensure that customers have Un-carrier experiences when being handled via Twitter, Facebook, and other social properties. They have the ability to quickly adapt to change and develop their Social Media Specialists to reach career and organizational goals. They are responsible for building effective working relationships, making sound decisions, successfully making changes, initiating action, and achieving results.Preferred Qualifications

• One year of wireless experience preferred and/or call center environment preferred.

Minimum Qualifications

• Two to five years customer service. Strong commitment to world class customer service. One to two years management/supervisory experience leading teams.
• Strong oral and written communication skills.
• Strong leadership and interpersonal skills.
• Effective time management, organization and prioritization.
• Strong decision making, change management and problem solving skills. Ability to work well and quickly under pressure.
• 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.

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

• Meets and exceeds quality and customer satisfaction goals to ensure customer retention and uphold the T-Mobile brand by providing real time support, coaching and feedback to Social Media Care Specialists. Facilitates accurate credits and adjustments as well as supervising team members in the facilitation of accurate credits and adjustments. Communicates business strategies and results to Specialists, empowering them as they resolve customer issues through a variety of social media channels. Ensures that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
• Creates and fosters a positive and successful work environment where employees choose to work and achieve their goals. Offers frequent formal and informal recognition. Offers effective positive and constructive feedback to drive results. Minimizes escalated customer situations through effective coaching and support as well as handling escalated social media interactions.
• Ability to work evenings, weekends, or varied shifts as assigned.
• Provides timely feedback to leadership on customer trends, issues, and needs. Builds solid productive relationships with all levels of leadership and support teams. Facilitates effective and supportive team relationships. Resolves operational and interdepartmental problems quickly.
• Also responsible for other Duties/Projects as assigned by business management as needed.

We Take Equal Opportunity Seriously - By Choice T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.