Account Associate - Customer Service

Account Associate

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, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

Job Overview : Account Associates work as a part of a team to astound customers with the 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 activations, payment arrangements, and other collections activities, when appropriate. This role is a learning role, where new experts are building skills and competencies in these areas while also demonstrating world-class skills in courtesy, concern, timely resolution, value creation, and relationship building.

Job Responsibilities

• Provide effective and timely resolution of various customer inquiries and concerns.
• Build customer loyalty and value through effective account management, identifying appropriate additional products, features, and services, and collecting past-due balances.
• Deliver exceptional customer service using resource documentation for reference and the automated and training tools provided.
• Meet department productivity and quality standards.
• Approaches each call with a can-do mindset and treats each customer with respect, courtesy, and a genuine desire to help.
• Complete training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency in company values, organizational requirements, and competencies needed for the Expert role.

Education and Work Experience

Knowledge, Skills and Abilities

Licenses and Certifications

Hourly Base Pay : $20.00, plus opportunity to earn up to a total of $750 while completing training milestones.

When starting with T-Mobile, Account Associates receive on-the-job training and can earn up to a total of $750. Once completed, Account Associates promote to the Account Expert role and become eligible for an annualized incentive target of $4,400 / year. Actual incentives vary based on performance and full-time status. All employees at T-Mobile, are guaranteed to earn $20 / hour inclusive of base pay and incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant.

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, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - 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, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

Never stop growing!

As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladderit'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 growthand 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.