Dedicated Expert, Strategic, Enterprise, & Government Accounts

Be unstoppable with us!

T-Mobile is synonymous with innovation and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won t stop!

Job Overview

The Strategic, Enterprise, & Government Accounts Dedicated Expert will serve as a vital member of the business customer support team, primarily responsible for supporting the day to day needs of our largest revenue-generating business , as well as maintaining strong relations with cross-functional teams to drive solutions. The Strategic, Enterprise, & Government Accounts team will service all SEGA accounts in accordance with contractual obligations. As part of this team, experts will maintain a focus on delivering customer solutions and increasing loyalty within their assigned customer base. Performs a wide array of both offline and inbound job responsibilities, driven by the individual needs of their customer base. These responsibilities include, but are not limited to: Responding to customer inquiries, resolving customer escalations, managing or actively participating in customer conference calls, supporting the account billing and reporting needs, adapting to the individual needs of their assigned customer base, and proactively providing business solutions to increase the overall health of the account.

Job Responsibilities:

• Deliver exceptional Un-Carrier service through expert handling of specialized requests via various customer communication channels, specifically from our largest revenue-generating business customers, including Fortune 500 companies.
• Act as project manager for customer solutions as needed, this includes creating project plans determined by the needs of the customer and/or sales team. Effectively maintain and remain current with knowledge to support each group, department, and call center as business needs dictate.
• Create custom billing, usage and other account related activity reports that allow for management of the customer account. Document details of customized reporting to allow for redundancy and alignment across cross-functional teams
• Complete Account Management activities for customer base including mobile number management, new account activation, fulfillment of equipment needs.
• Responsible for communication with Sales leadership to provide updates on account health, customer needs and concerns. This includes in person meetings with strategic business customers as requested by the Customer or Sales Leadership.
• Education:
• High School Diploma/GED (Required)
• Work Experience:
• 2-4 years Customer Service ()
• Knowledge, Skills and Abilities:
• Project Management (Preferred)
• Customer Service (Preferred)
• Reporting & Analysis (Preferred)
• Cross Functional Relationships Work closely with Sales team as well as customer to ensure account health (Required)
• Articulate in Presentation Provide updates on account health, customer needs and concerns both internally and externally, in person and virtually (Required)
• MS Office Suite Responsible for communication with the customer via email and phone as part of research research and solution implementation of customer needs (Required)
• T-Mobile Tools & System Knowledge Maintain up to date knowledge and awareness of all current departmental policies and procedures. 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. (Required)
• Strategic Thinking Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple large corporate accounts. (Required)
• Task Management Effectively move between calls, written communication through Kana and reporting as described earlier. (Required)
• Problem Solving (Required)
• Licenses and Certifications:
• At least 18 years of age
• Legally authorized to work in the United States
• T-Mobile requires all employees in this position to be fully vaccinated for COVID-19, unless precluded from doing so by applicable law. The CDC currently defines fully vaccinated as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination, and will consider requests for exemption from this requirement during the offer phase (1) as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others, or (2) for other reasons under applicable law.

Travel:

Travel Required (Yes/No):No

DOT Regulated:

DOT Regulated Position (Yes/No):No

Safety Sensitive Position (Yes/No):No

Never stop growing!

T-Mobile 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.

If you d like to receive more information about careers at T-Mobile, sign up for the T-Mobile Talent Community today! https://www.tmobile.careers/profile/join/

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.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.