Specialist, Broadband Customer Support

Specialist, Broadband Customer Support

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. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

The Specialist, Broadband Customer Support at T-Mobile is integral to managing and resolving the highest level of escalated or sensitive customer issues related to broadband services. This role requires specialized knowledge to support Channel Partners and field partners, ensuring that all interactions are handled with a high degree of discretion and professionalism. By documenting all customer contacts clearly and collaborating with internal departments, the Specialist ensures comprehensive resolutions that uphold T-Mobile's commitment to exceptional service. Their expertise in product knowledge and customer interaction enhances the overall customer experience and supports T-Mobile's operational efficiency. Ultimately, the Specialist's contributions are crucial in maintaining and enhancing customer satisfaction and loyalty to T-Mobile. Work Schedule is Wednesday - Sunday 4x10.

Job Responsibilities

• Subject matter expert directly resolving customer Fiber/Broadband Internet escalations or specialized requests via various communication channels for customers, owning the issues through to resolution. Must be available based on customer and business needs.
• Proactively identify customer experience opportunities, identify the root cause, and recommend solutions through cross-functional teams, and share trends with partner leadership, HQ, and frontline.
• Documents all customer contacts clearly to ensure comprehensive resolutions.
• Supports Channel Partners and field partners with specialized knowledge and assistance.

Education and Work Experience

• High School Diploma/GED General Studies (Required)
• Bachelor's Degree Business Administration or Communications (Preferred)
• 2 - 4 years resolving escalated or sensitive customer issues in a telecommunications or broadband service environment Required
• 2 - 4 years customer service or customer facing sales experience. Preferred
• 2 years call center experience Preferred

Knowledge, Skills and Abilities

• Customer Service Expertise in handling escalated or sensitive customer issues with professionalism and discretion. (Required)
• Telecommunications Specialized knowledge in broadband services and related technologies. (Required)
• Problem Solving Ability to analyze complex issues and derive solutions that enhance customer satisfaction. (Required)
• Collaboration Strong ability to work with internal departments to ensure comprehensive resolutions. (Required)
• Documentation Proficient in documenting customer interactions clearly and concisely to maintain accurate records. (Required)
• Microsoft Office Proficiency in Microsoft Office tools to manage documentation and reporting. (Preferred)
• Confidentiality Ability to handle sensitive information with a high degree of confidentiality and integrity. (Required)
• Cross Functional Relationships Capability to build and maintain effective relationships across different functional areas within the organization. (Required)
• Customer Oriented Dedicated to meeting the expectations and requirements of internal and external customers. (Required)

Licenses and Certifications

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

Base Pay Range: $20.60 - $37.15 Corporate Bonus Target: 10%

The pay range above is the general base pay range for a successful candidate in the role. The successful 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.

To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com.

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, 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 ApplicantAccommodation@t-mobile.com 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.