Specialist, Offline - 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 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.
Minimum Required

• 6 months General Care, Technical Care or Team of Experts experience
• Proficiency with Microsoft Office (Word, Excel, Outlook, etc),
• Demonstrate written and verbal communication skills
• Ability to work independently, manage time and prioritize
• Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, C2, QuikView, and Microsoft Outlook.
• Self-motivated and able to work independently in an offline environment. The Offline Service Specialist is production based and completes repetitive motion assignments.
• Must have strong knowledge of T-Mobile's products and services.
• Ability to exercise reasonable judgment in identifying and implementing solutions related to handset research.

• 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.

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.