What are the responsibilities and job description for the Specialist, Executive Response position at TMobile?
The Specialist Executive Response role is an introductory/onboarding role into the Executive Response team within Team CEO. The Executive Response team is considered the highest level of customer service, representing T-Mobile’s CEO’s office, including Officers, EVP’s and other Senior Leaders.
Over the course of 12-months from hire date, the Specialist Executive Response will learn and become proficient in the following areas:
Over the course of 12-months from hire date, the Specialist Executive Response will learn and become proficient in the following areas:
- Supporting all brands, including T-Mobile, Sprint Now Part of T-Mobile, & Metro by T-Mobile
- Required to adapt to the processes and products for each brand while resolving customer escalations
- Possess the ability to diffuse difficult and highly escalated customer situations and provide a balanced resolution.
- Support escalations resulting from new product launches, including programs and initiatives
- Responsible for supporting all VIP protected accounts for the entire company; which includes celebrities, high profile customers, and others needing account protection
- Assess highly escalated complex customer issues and present dynamic resolutions on short/unprepared notice.
- Trusted with super permissions unique to the role, including bill system and different user interfaces
- Must possess strong verbal skills as they will be required to speak directly with company key stakeholders during the resolution process
- Detailed and extensive research is required to be completed on customer issues
- Failure to complete extensive research may impact the brand, resulting in possible monetary fines, inquiries, and/or regulatory investigations
- Strong written and time management skills are key to successfully managing a daily case queue, while also keeping each customer apprised of the progress on their concern
- Consecutive contacts will be required to be documented until a full resolution is provided to the impacted customer
- Critical thinking and problem solving skills are vital as the Specialist will be making decisions on behalf of SLT members and the T-Mobile Brand in order to ensure full resolution
- Directly handle critical aspects of the business in order to protect the T-Mobile brand while finding a solution for the customer. These include, but not limited to:
- Regulatory & Consumer Protection Agencies
- Includes providing a detailed written response on the findings and resolution
- Customer’s represented by attorneys or other legal entities
- Small Claims & Arbirtation case filings
- Customers who have escalated to Media Relations
- Customers who have reached T-Mobile’s Privacy team
- Legal & Corporate Investigations
- Risk Assessment
- Digital Forensics
- Consumer Markets
- Regulatory & Consumer Protection Agencies
- Have the ability to negotiate and settle legal cases, including Small Claims & Arbitration
- Drafting and submitting Settlement & Release Agreements
- Drafting and delivering a full case file to Outside Counsel/Litigation teams for use in Small Claims & Arbitration court proceedings
- Responsible for working collaboratively with all available resources, including cross-functional business partners to provide full and final resolution to all concerns expressed by the affected customer.
- Counted on to provide guidance and direction to CEC Directors & Sr. Managers on resolving highly escalated customer situations received by their communities
- Possess the ability to multitask and adapt to a fast paced environment.
- On or before the 12-month timeframe, the Specialist will be required to be proficient in the areas listed above to be successfully moved to a Sr. Specialist role.
Salary : $1 - $1,000,000
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