The company provides wireless internet access and other data services to commercial centers. It also carries out the distribution of a wide range of mobile phones, wearables, tablets, and mobile phone accessories from established vendors such as Apple, Google, Motorola, OnePlus, Samsung, Alcatel, Beats, and LG.

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 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)
• Licenses and Certifications:

 

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):No

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

 

Hourly Base Pay: $20.00

 

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! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

 

Never stop growing!

As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’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 growth–and 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.

Mobile Associate, Store-in-Store

Mobile Associates, Store-in-Store are an integral part of the Retail Team responsible for bringing the T-Mobile brand to life within National Sales partner locations, where active customer engagement is crucial for success. They’re ambassadors who create energy and excitement around our products and services. They are obsessed with the connected world and thrive in a high-traffic environment, where technology innovations, customer needs and the Retail experience are continuously evolving. Mobile Associates excel at building and deepening relationships with customers through meaningful interactions. They are skilled at identifying customer needs and are passionate about educating, demonstrating, and recommending solutions. Mobile Associate SiS, exceed their performance targets Doing it the Right Way, by excelling in sales, providing exceptional customer experiences, and meeting quality of sale metrics.

 

Job Responsibilities:

• Proactively engages with a broad range of customers in a highly-traffic retail environment. You will use digital tools, communicate effectively, educate customers, and showcase the value of T-Mobile solutions.
• As a Mobile Associate, you will consistently leverage digital self-serve tools during customer interactions and the onboarding process. You will identify customer needs and use solution-based selling techniques to fully demonstrate the value of T-Mobile products and services. By recommending wireless solutions, and an onboarding solution centric to helping customers understand how to self-serve and utilize the T-Mobile app for wireless needs, you will deepen relationships with customers and ensure their satisfaction.
• Complete training on the T-Mobile in-store experience, new skills, products and processes, and knowledge of systems and reference resources. Review your personal results, current promotions, and updates on the Hub to be Customer Ready at all times. You will continuously learn and improve your skills to provide the best possible experience for our customers. Partner with nearby store locations to properly/fully on-board customers. Will perform skills practicing, knowledge sharing, store operations, opening and closing procedures. As part of these procedures, you will carry keys to the kiosk cabinets, lock/secure kiosk and assets, and report any lost keys or assets to your manager.
• Customer obsessed. You are passionate, friendly, and engaging with customers. You are able to connect on a personal level, match the pace of the customer, build rapport, trust, and loyalty with every interaction. You are committed to providing exceptional service, and to exceeding customer expectations. You will proactively reach out to potential customers to further drive sales activity in your location. You are able to follow up with customers, capture referrals, manage Be Back processes, and build relationships with new and existing customers. As part of your role, you will have the ability to perform price overrides for our specialty offers specific to National Retail.
• Builds relationships with nearby leadership and teams to help support the customer experience from account set up, to device support and account servicing.

Education:

• High School Diploma/GED (Required)

Work Experience:

• 6 months of customer service and/or sales experience, Retail environment preferred. (Required)

Knowledge, Skills and Abilities:

• Customer Satisfaction Passionate customer advocate with the desire to be yourself when connecting and having fun with our customers. Effective at balancing customer experience and performance goals. (Required)
• Team Building Desire to be a part of the game-changing T-Mobile store team. Willingness to work alongside peers and store leaders, learning and sharing best practices, while serving customers and providing resolutions to issues. (Required)
• Retail Sales Competitive drive and confidence to succeed in a fast-paced sales environment. (Required)

Product Manager, Broadband

Product Manager is a “jack-of-all-trades” leveraging deep customer empathy, strategic thinking, commercial, analytical, and leadership prowess to successfully deliver delightful and differentiated products that drive growth and positively impact customers lives.

No day is the same for the Product Manager. Day to day activities or responsibilities include: conducting market research; generating product requirements; determining specifications; defining long-term strategy of the product; creating the product road map; helping drive and support technical delivery end to end; defining scope for releases/product increments; partnering with development, project/program management, marketing, and other key stakeholders to define release schedule; and support/drive go-to-market activities as needed.

This is a hybrid position required to be working in-office at least 3 days a week.

 

Responsibilities:

 

Vision, Strategy, and Analysis
• Owns product end to end for products or features with moderate level of complexity and scope. This includes creating, managing, maintaining and communicating product vision and roadmap.
• Identifies target customer(s) for existing or future products drives end user product research.
• Partners with business and internal/external stakeholders to understand current customer experiences, identifies areas of opportunity.
• Conducts analysis of quantitative and qualitative data to identify product innovation opportunities or root cause of issues, and assess opportunity size and impact. May work with data scientists to answer complex questions or identify meaningful insights from data.
• Leverages rapid hypothesis driven testing methodologies and experiments (i.e. paper prototype, A/B testing, etc.) to inform direction, prioritize investment.
• Conducts cost-benefit / ROI / NPV analysis, competitive product analysis, to support decision making.
• Works with stakeholders and follows enterprise process to secure and maintain product funding.
• Communicates, influences, and sells ideas at Director level and below. This includes regularly delivering product presentations.
• Conducts specific ad hoc analysis and provides insights to management on request.
• Recommends product feature set and positioning strategies to improve customer experience, and drive or support growth.
• Works with external third parties to assess partnerships and licensing opportunities.
• Develops and maintains current understanding of tech trends. Assesses how trends impact the roadmap or create opportunity for innovation of the product.

 

Customer Evangelist
• Leverages customer insights for product vision, strategy, roadmap, priorities.
• Dedicates time to customers actively meeting with them to build deeper empathy and understand their needs and priorities.
• Create, manage, foster an active VOC feed for themselves and team.
• Actively looks for opportunities to delight or meet customer’s unmet needs.
• Evangelizes and advocates for the customer both internally (IC through C level) and externally, perpeuating the customer-first mindset.
• Creates an environment and culture where the team is immersed in customer-first mindset.
• Tests ideas with real customers to ensure that the product delivers the desired benefit.

 

Product Execution / Delivery
• Translates product/platform strategy by writing detailed features and user stories consumable for Dev teams for moderately complex products. This work may include creation of prototypes.
• Owns and manages product backlog and priorities with our business and technology partners. Backlog at this level typically serves 1 – 4 Agile / Scrum / Sprint teams.
Scopes and prioritizes activities based on business and customer impact.
• Collaborates with Architecture and Dev teams to ensure technical debt and long term technical investment is factored into roadmap.
• Ensures existing production defects are factored into regular backlog prioritization for resolution based on priority.
• Collaborates with stakeholders and Dev / Execution teams to create and communicate anticipated release schedule.
• Generates and maintains dashboards and reports that track product health and success metrics.
• Conduct Product Quarterly Business Reviews (QBR’s) and Steering meetings.
• Runs beta and pilot programs with early-stage products and samples.
• Collaborates with advertising and public relations to promote product.
• Supports sales, marketing, and other stakeholder teams with the necessary product knowledge and additional documentation.
• Assists with the overall execution relating to all aspects of the software development process, from defining the strategy and architecture through deployment and support.
• Communicates technical challenges to stakeholders and makes educated trade-off decisions based on those challenges.
• Accountable for product quality and performance in production environment. Accountable for product team response in event of critical or high impacting defect, including communications to stakeholders at all levels.
• Manages development of adoption tools and training materials.
• Identify execution, operational, organizational issues that impede product success. Drive improvement plan to change or resolve issues (within sphere of influence).

 

Relationship & People, Professional Development
• Collaborates and develops positive working relationships with many technical and non-technical teams, including sales, commercial accounting, marketing, legal, go-to-market, and finance. Works with outside partners and other third parties.
• Develops positive working relationships with Customer groups or Customer Representatives.
• Maintains professional knowledge by attending educational workshops; reviews professional publications; establishes personal networks; participates in professional societies.
• Develops adoption tools and training material.

​

 

Qualifications:

• Bachelor’s Degree; Advanced degree preferred
• 4 years of Product Management experience in an agile software product development environment.

 

Knowledge, Skills and Abilities:

• Effectively and efficiently communicate with Leadership, while employing a high degree of collaboration and influence.
• Analytical skills with demonstrated ability to identify/analyze/synthesize product use data.
• Delivering large and complex business/technology initiatives.
• Delivering software with Agile Scrum methodologies
• Strong requirements elicitation, and proven writing skills including the ability to write concisely and clearly for different audiences.
• Project Management Experience with Agile backlog/project management tools.
• Experience with successive elaboration and ability to develop Initiatives, Features and User Stories that the DevOps teams can ingest.
• At least 18 years of age
• Legally authorized to work in the United States

 

 

Base Pay Range: $100,100 – $180,600

 

Corporate Bonus Target: 15%

Summer 2025 Product Strategy and Sourcing Internship

T-Mobile is revolutionizing the wireless industry for millions of customers nationwide. Working here means rolling up your sleeves and redefining the status quo with a team that has your back every step of the way!

This is a 12-week paid learning experience during which you’ll be able to connect and network with other interns and leaders within the company. We invite you to come innovate with mentors who will challenge you to develop

 

 

 

 

• At least 18 years of age
• Legally authorized to work in the United States