Sr. Expert

T-Mobile Birmingham , AL 35202

Posted 2 months ago

Sr. Experts in Account Care work as part of a Team of Experts to astound customers with effective resolution, proactive account management, and customer education. 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. Sr. Experts have demonstrated a level of skill and competency that places them among the best-of-the-best in their role, requiring minimal supervision, and an ability to take an active role in assisting team members and driving team success. They demonstrate excellence in courtesy, concern, timely resolution, relationship building and product, process, and systems knowledge.

Requirements:
  • Demonstrated competency in a Windows-based environment

  • Keyboarding proficiency

  • Internet & automated systems savvy

  • Able to work evening, weekend, and varied shifts as assigned

  • Ability to multi-task effectively

  • Ability to read and follow instructions for specific customer resolution tasks

  • Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, and Microsoft Outlook

  • Ability to work as part of a team to achieve individual and team results

  • Ability to communicate effectively with other team members to share knowledge and information

  • Demonstrated expertise in knowledge of policies and procedures related to customer account management

  • Ability to exercise above average and largely independent judgment in identifying and implementing solutions to customer concerns and inquiries

Education

  • High School Diploma/GED

Additional general or physical requirements

  • Ability to visually see information contained in written reports and computer databases

  • Ability to sit or stand for long periods of time

  • Ability to communicate verbally and electronically with customers and coworkers Provides astounding customer service through effective and timely resolution of various customer inquiries and concerns

  • Builds customer loyalty and value through effective account management, identifying and providing offers for appropriate additional features and services, and collecting past due balances

  • 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

  • Approaches each call with a can-do mindset and treats each customer with respect, courtesy, and a genuine desire to help

  • 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

  • Supports team initiatives, provides occasional floor support, and engages with other experts

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Sr. Expert

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