[Hiring] Senior Expert, Enterprise Support Specialist @T-Mobile

Role Description

The Sr Expert, Enterprise Business Care will serve as a vital member of the business customer support team, taking ownership for the day-to-day needs of our business customers, as well as maintaining strong relations with cross-functional teams to drive solutions and sales specific to their customer base. As part of this team, experts will maintain a focus on delivering customer solutions, increasing loyalty within their assigned customer base and servicing the accounts in accordance with any contractual obligations or specific customer requests.

This position partners closely with Directors, Senior Managers, and Sr. Account Executives to deliver against account and segment growth targets, churn goals, and champion ideas and processes to a diverse audience. Performs a wide array of both offline and inbound job responsibilities, driven by the individual needs of their customer base and sales team. These responsibilities include, but are not limited to:

• Providing operational, administrative and ordering support to their sales team.
• Responding to customer inquiries.
• Resolving customer escalations.
• Managing or actively participating in customer conference calls.
• Supporting the account billing and reporting needs.
• Adapting to the individual needs of their assigned customer base.
• Proactively providing business solutions to increase the overall health of the account.

Qualifications

• High School Diploma/GED (Required)
• 2-4 years Customer Service or customer facing sales experience (Preferred)
• Less than 2 years Prior call center experience (Preferred)
• Less than 2 years Project management (Preferred)

Requirements

• Customer Service (Required)
• Organizational Effectiveness: Ability to thrive in a lively working environment and multi-task. Self-starter with independent ability to meet strong deadlines with detail and effectiveness (Required)
• Cross Functional Relationships: Work closely with Sales team as well as customer to ensure account health (Required)
• Articulate in Presentation: Provide updates on account health, customer needs and concerns both internally and externally, in person and virtually (Required)
• MS Office Suite: Responsible for communication with the customer via email and phone as part of research and solution implementation of customer needs (Required)
• T-Mobile Tools & System Knowledge: Maintain up to date knowledge and awareness of all current departmental policies and procedures. 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 (Required)
• Strategic Thinking: Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple large corporate accounts (Required)
• Task Management: Effectively move between calls, written communication through Salesforce and reporting as described earlier (Required)
• Problem Solving: Ability to fully understand and resolve a variety of problems quickly and effectively (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Benefits

• Medical, dental and vision insurance
• Flexible spending account
• 401(k)
• Employee stock grants
• Employee stock purchase plan
• Paid time off and up to 12 paid holidays
• 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
• Voluntary long-term care insurance
• Mobile service & home internet discounts
• Access to commuter and transit programs