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Hours Full-time, Part-time
Location Springfield, MO 65803
Springfield, Missouri

About this job

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 Messaging Experts work as part of a Team of Experts to astound customers with effective resolution, proactive account management, and customer education. While Messaging Experts will resolve customer inquiries primarily via the Messaging platfrom, they may also interact with customers via the phone and other written channels for T-Mobile customers and third party partners. They determine and resolve root causes to customer concerns and inquiries, identify appropriate revenue and service enhancement opportunities, and explore customer needs to develop loyal and profitable customers, including payment arrangements and other collections activities, when appropriate. Experts have demonstrated a level of skill and competency that allows them to achieve the goals of their position with normal supervision while demonstrating world-class skills in courtesy, concern, timely resolution, relationship building, and knowledge of the processes and products associated with their role. This postion requires strong written and interpersonal skills.
  • Effective written and verbal communication skills with proven ability to write clear, concise, and accurate messages for a variety of audiences while adhering to an established style
  • 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.
  • Uses extreme discretion when handling confidential and/or proprietary information.
  • Effective analytical, critical thinking and problem-solving skills.
  • Ability to produce in a fast-paced, high-volume, environment
  • Must be comfortable with online public presence
    • Headshot required (fun, branded)
    • Use of first name publicly
    • Short, general bio information shared publicly
Desired
  • Experience in providing customer service in writing with a variety of written communication tools preferred
  • Call center and wireless experience a plus.
  • Ability to develop in-depth knowledge of assigned functional areas

Eligiblity
  • Must be an Expert or Above within Nicholas TEX Community to apply.  
  • Meet job qualifications and be in good standing.
  • Able to attend 1 week of training anytime between March 11th and March 31st.





















Enterprise Core Competencies
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
 
Essential Functions
  • Owns and resolves issues that start in Messaging.
  • Builds customer loyalty through timely and effective resolution. Increases revenue through the execution of various sales initiatives.
  • Uses resource documentation for reference, automated and training tools provided and uses other LOB for support where necessary to deliver exceptional customer service. Resolve customer issues by making outbound calls when there is data involved that cannot be shared via Messaging
  • Meets department productivity and quality standards. Appropriately disburses adjustments and account credits in accordance with T-Mobile policy. Accepts inbound and places outbound calls from customers when Messaging customer wishes to reach them via call.
  • 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. 
Education
Minimum Required
  • High School Diploma
License or Certification
(None)
 
General/Physical Requirements
Ability to visually see information contained in written reports and computer databases. Ability to communicate verbally and electronically with customers and coworkers. Ability to sit or stand for long periods of time.

T-Mobile US, Inc. offers a full range of comprehensive benefits, including medical, dental, vision, as well as matching 401(k), generous paid time off programs, phone service discounts, tuition reimbursement, free parking - not to mention a fun and business casual work environment.

T-Mobile US, Inc. is an equal opportunity employer (EOE). We strongly support diversity in the workforce.   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, 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. 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.