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T-Mobile USA, Inc.,(metropcs)


T-Mobile USA, Inc.,(metropcs) - Oakland, ME

Internal Only Messaging Experts work as part of a Team of Experts to astound customers with effective resolution, proactive account management, and customer education. While Messaging Experts will resolve customer inquiries primarily via the Messaging platfrom, they may also interact with customers via the phone and other written channels for T-Mobile customers and third party partners. 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. Experts have demonstrated a level of skill and competency that allows them to achieve the goals of their position with normal supervision while demonstrating world-class skills in courtesy, concern, timely resolution, relationship building, and knowledge of the processes and products associated with their role. This postion requires strong written and interpersonal skills. STUFF WE'LL TRUST YOU WITH YOUR RESPONSIBILITIES Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership. \u2022 Owns and resolves issues that start in Messaging \u2022 Builds customer loyalty through timely and effective resolution. Increases revenue through the execution of various sales initiatives. \u2022 Uses resource documentation for reference, automated and training tools provided and uses other LOB for support where necessary to deliver exceptional customer service. \u2022 Resolve customer issues by making outbound calls when there is data involved that cannot be shared via Messaging \u2022 Meets department productivity and quality standards. Appropriately disburses adjustments and account credits in accordance with T-Mobile policy. \u2022 Accepts inbound and places outbound calls from customers when Messaging customer wishes to reach them via call \u2022 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. \u2022 Also responsible for other Duties\/Projects as assigned by business management as needed. STUFF YOU TELL PEOPLE AT PARTIES YOUR QUALIFICATIONS Minimum required \u2022 Effective written and verbal communication skills with proven ability to write clear, concise, and accurate messages for a variety of audiences while adhering to an established style\u2022 One year experience in a call center environment, or comparable customer service experience.\u2022 Demonstrated competency in Windows based environment, keyboarding proficiency, internet savvy and use of automated systems.\u2022 Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, and Microsoft Outlook.\u2022 Uses extreme discretion when handling confidential and\/or proprietary information\u2022 Effective analytical, critical thinking and problem-solving skills\u2022 Ability to produce in a fast-paced, high-volume, environment\u2022 Must be comfortable with online public presenceo Headshot required (fun, branded)o Use of first name publiclyo Short, general bio information shared publicly Desired \u2022 Experience in providing customer service in writing with a variety of written communication tools preferred\u2022 Call center and wireless experience a plus.\u2022 Ability to develop in-depth knowledge of assigned functional areas

4 days 1 hour ago

T-Mobile USA, Inc.,(metropcs)


Expert Messaging JOYCE CASTONGUAY M T W TH 10AM 9PM T-Mobile USA, Inc.,(metropcs) - Oakland, ME, United States


Location: Oakland, ME

Company Profile:
We announced that MetroPCS and T-Mobile have officially joined forces. We believe things are only going to get better for you as we aim to provide you with more phone choices, more value and more coverage and resources now that we have combined MetroPCS and T-Mobile.