CSR 2, General Care
T-Mobile - Albuquerque, NM

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The Customer Care Representative II - General Care Advanced ensures customer satisfaction by providing an outstanding customer service experience to T-Mobile customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Creates customer satisfaction and loyalty through effective and timely resolution of a variety of customer inquiries.
  • Provides support for new data products and service initiatives.
  • Increases revenue via execution of various sales initiatives.
  • Successfully completes Advanced Care training and additional training to focus on specific areas as required.
  • Delivers one-contact resolution of customer issues.
  • Demonstrates positive and cooperative behavior with customers and coworkers.
  • Uses automated Knowledge system, as well as any training tools provided to deliver exceptional service to meet T-Mobile's productivity and quality standards.
  • Appropriately disburses adjustments and credits.
  • Keeps aware of all changes by reading and understanding documentation provided through automated knowledge systems, team meetings, center handouts and/or training.
  • Assists with escalated customer issues and concerns.
  • Utilizes negotiation and problem solving skills in order to ensure customer retention and loyalty.
  • Processes customer requests to disconnect service.
  • Meets/Exceeds all departmental goals and business objectives.
  • Handles basic customer care skills plus any additional skills that are located in that particular site or as business needs dictate.
Qualifications

  • Meeting expectations in all key performance metrics for their current position/primary skill set for at least three months. (Quality, Compliance, CRT).
  • Attendance - be meeting expectations and not be on an active written warning.
  • Applicants must not be on an active documented written warning.
  • Applicants must have been in their current position for at least 6 months
KNOWLEDGE, SKILLS AND ABILITIES:
  • Demonstrated competency in Windows operating system
  • Keyboarding proficiency
  • Strong verbal and written communication skills
  • Strong GSM Handset and Service troubleshooting skills
  • Effective problem solving and negotiation skills
  • Knowledge of existing data products and services (billing and basic troubleshooting)
T-Mobile is an equal opportunity employer (EOE). We strongly support diversity in the workforce.

Job

:

Customer Service

Primary Location

:

NM-Albuquerque NM

T-Mobile - 18 months ago - save job - block
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