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P-Expert, Account Care at T-Mobile in Guaynabo, PR
Job Description
P-Expert, Account Care
Location: Guaynabo, Puerto Rico
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, Puerto Rico Tax-Deferred Savings Plan, and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!
Job OverviewThis role supports customer satisfaction by resolving inquiries and managing accounts effectively within a customer service environment. It involves identifying root causes of customer concerns, offering appropriate service enhancements, and managing collections activities when necessary. The role requires demonstrated competency to meet position goals with standard supervision while maintaining professional communication and process knowledge. Success is measured by timely resolution, customer loyalty development, adherence to quality standards, and effective account management. The work impacts organizational performance by fostering customer retention and ensuring accurate account handling for improved service delivery.Job Responsibilities:
- Resolve customer inquiries and concerns to achieve timely and effective issue resolution
- Manage customer accounts by identifying and providing appropriate service enhancements and handling collections activities
- Utilize resource documentation and training tools to deliver consistent and informed customer service
- Meet department productivity and quality standards to maintain service performance
- Apply company policies to appropriately disburse account adjustments and credits
- Complete training requirements to maintain proficiency in systems, products, and organizational values
- Also responsible for other duties/projects as assigned by business management as needed
Education and Work Experience:
- High School Diploma/GED (Required)
- Less than 2 years 6 months customer service experience (Preferred)
Knowledge, Skills and Abilities:
- Account Management (Required)
- Compliance Activities (Required)
- Customer Needs Identification (Required)
- Customer Problem Solving (Required)
- Customer Retentions (Required)
- Customer Satisfaction Management (Required)
- Empathy (Required)
- Microsoft Windows (Required)
- Payment Collections (Required)
- Product Knowledge (Required)
- 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
Total Target Cash Earnings Opportunity: $46,000 - $53,925National Base Pay Range: $20.00 - $23.81
The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.
The base pay range reflects the compensation component of this opportunity. The candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.
At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.
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, Puerto Rico Tax-Deferred Savings Plan, employee stock grants, employee stock purchase plan, vacation and sick time and up to 12 paid holidays, paid parental and family leave, family building benefits, back-up care, enhanced family support, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, and voluntary life insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts.
Never stop growing!