At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, Puerto Rico Tax-Deferred Savings Plan, and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Job Overview
This role supports customer satisfaction by resolving inquiries and managing accounts effectively within a customer service environment. It involves identifying root causes of customer concerns, offering appropriate service enhancements, and managing collections activities when necessary. The role requires demonstrated competency to meet position goals with standard supervision while maintaining professional communication and process knowledge. Success is measured by timely resolution, customer loyalty development, adherence to quality standards, and effective account management. The work impacts organizational performance by fostering customer retention and ensuring accurate account handling for improved service delivery.

Job Responsibilities:

• Resolve customer inquiries and concerns to achieve timely and effective issue resolution
• Manage customer accounts by identifying and providing appropriate service enhancements and handling collections activities
• Utilize resource documentation and training tools to deliver consistent and informed customer service
• Meet department productivity and quality standards to maintain service performance
• Apply company policies to appropriately disburse account adjustments and credits
• Complete training requirements to maintain proficiency in systems, products, and organizational values
• Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience:

• High School Diploma/GED (Required)
• Less than 2 years 6 months customer service experience (Preferred)

Knowledge, Skills and Abilities:

• Account Management (Required)
• Compliance Activities (Required)
• Customer Needs Identification (Required)
• Customer Problem Solving (Required)
• Customer Retentions (Required)
• Customer Satisfaction Management (Required)
• Empathy (Required)
• Microsoft Windows (Required)
• Payment Collections (Required)
• Product Knowledge (Required)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): No

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Total Target Cash Earnings Opportunity: $46,000 - $53,925

National Base Pay Range: $20.00 - $23.81

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

The base pay range reflects the compensation component of this opportunity. The candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, Puerto Rico Tax-Deferred Savings Plan, employee stock grants, employee stock purchase plan, vacation and sick time and up to 12 paid holidays, paid parental and family leave, family building benefits, back-up care, enhanced family support, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, and voluntary life insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts.

Never stop growing!

 

As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

 

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, genetic information, national origin, religious affiliation, 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, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

 

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.