What are the responsibilities and job description for the Customer Service Associate position at T-Mobile?
Customer Service Associate 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 cando 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 :
High School Diploma / GED (Required)
Work Experience :
6 months customer service experience preferred (Preferred)
Knowledge, Skills and Abilities :
Ability to work efficiently with multiple applications and computer screens simultaneously. (Required)
Windows (Microsoft Word, Excel, and PowerPoint preferred) (Preferred)
