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in Albuquerque, NM

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Hours Full-time, Part-time
Location Albuquerque
Albuquerque, New Mexico

About this job

As America'™s Un-carrier, T-Mobile US, Inc. (NYSE: 'Å“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, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 53 million wireless subscribers and provides products and services through 70,000 points of distribution.

**HIRING FOR DECEMBER!**Be confident. Be bold. Have fun.Welcome to the best kind of work, where you can bring your enthusiasm, give your all, and leave each day feeling challenged, empowered, and excited. T-Mobile employees will tell you: there's nothing like the feeling you get when you make a difference to your customers''and your co-workers. At T-Mobile, we're looking for a few great people to bring their passion, confidence, and hard work to the job. In exchange, we offer real career growth opportunities in a place where awesome work is rewarded. Customer Resolution Professional '' Retention & LoyaltyReady to step up to a serious challenge? We're talking about a role where your negotiating skills are combined with the ability to listen and empathize like a pro. In this role, you're the specialist we look to when we're faced with the possibility of losing a valued customer. As our last line of defense, you'll have a direct impact on retaining our customers and reselling our brand to them. Can you see yourself in this kind of clutch position? Great! Here's more on what the job looks like:
  • Customers call in with problems ranging from devices to service to billing
  • This could also include the request to disconnect their service
  • You kick into high gear, hearing out their issues with true concern
  • You don't stop there''instead, you think 'outside the box' to come up with creative solutions for long-term resolution for your customers
  • It might mean extending an exclusive offer, crediting their account, or just helping your customer understand why T-Mobile is the best wireless choice
  • Whatever the fix, you'll use all the tools and resources at your disposal to build customer loyalty and keep the customer in the T-Mobile family
  • Along the way, our extensive training will help you become an expert on all of our systems and products
Right about now, you may be asking yourself: do I have what it takes to succeed in this role? For starters, you've got to bring a stellar level of customer focus, a good dose of quick thinking, and a little thick skin. Here's more of what we're looking for:
  • You've got at least a year of call center experience, or experience in a position where 'saving' or retaining customers was your top priority
  • You're comfortable on a computer, and know your way around the Internet and basic computer applications
  • A high school diploma or GED is essential
  • Finally, we need people who can consistently show up on-time while bringing their 'A' game to the table
Okay. You've seen what we're looking for and you're up to the challenge. Here's what we can offer you in exchange for your amazing work:
  • Competitive base pay plus serious bonus potential for top performers
  • Medical, dental and vision benefits
  • Matching 401(k)
  • Generous paid time-off programs
  • Phone service discounts
  • Education reimbursement
  • Serious growth potential for your career
  • Fun, fast-paced environment
This is more than a job. It's a chance to build a career and do work you can be proud of. Come on, what are you waiting for? It's time to explore an opportunity that could become the job of a lifetime. So apply today!Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
  • Uses resources and negotiation skills to retain customers. Processes customer requests to disconnect service. Assists with escalated customer issues and concerns
  • Builds customer loyalty through timely and effective one call resolution. Increases revenue through the execution of various sales initiatives
  • Uses resource documentation for reference and the automated and training tools provided to deliver exceptional customer service
  • Meets department productivity and quality standards. Appropriately disburses adjustments and account credits in accordance with T-Mobile policy. Increases revenue via execution of various sales initiatives
  • Demonstrates positive and cooperative behavior with customers and coworkers
  • Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements
  • Handles basic customer care skills plus any additional skills that are located in that particular site or as business needs dictate. Provides support for new data products and service initiatives
  • Ability to work evenings, weekends, or varied shifts as assigned. This job requires reliable, predictable, and consistent attendance.

  • One year experience in a call center environment or comparable customer service experience
  • 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
  • Strong negotiation, problem solving and decision making skills
  • High School Diploma/GED