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!

This role leads business care operations to ensure effective customer support and operational performance within a business-focused call center environment. It manages multiple teams across locations, serving as the primary contact for senior leadership, employees, and stakeholders. The role involves direct customer interactions and collaboration with senior leaders to align service initiatives with business objectives. Success is measured by operational performance, customer satisfaction, and the achievement of strategic goals. The work impacts organizational efficiency and enhances the experience of business customers and employees.

This is not a remote role, and the selected candidate must sit on-site with their client within the great Los Angeles area.

Job Responsibilities:

• Serve as the primary on-site contact for enterprise customers, ensuring effective communication and relationship management
• Provide technical troubleshooting and resolve issues promptly to maintain customer operational continuity
• Collaborate with internal teams to advocate for customer needs and contribute to service improvements
• Monitor and analyze performance metrics to identify trends and opportunities for enhanced support
• Participate in professional development to stay current with industry trends and best practices
• Also responsible for other duties/projects as assigned by business management as needed

Education:

• High School Diploma/GED (Required)

Work Experience:

• 2-4 Years: Customer Service or customer facing sales experience
• Less than 2 years: Technical Support
• Less than 2 years: Prior call center experience
• Less than 2 years: Project Management

Knowledge, Skills and Abilities:

• Selected candidate must sit on-site with their assigned client within the greater Los Angeles area (Required)

• Customer Service (Required)

• Account Management: Experience in order processing, troubleshooting and Service Ticket Management (Required)

• Understanding of the Enterprise's Products or Services and the overall cellular industry, including the ability to understand complex technical issues (Required)

• Communication: Strong communication skills including verbal and non-verbal communication with the ability to engage effectively with various levels of stakeholders (Required)

• Organizational Effectiveness: Ability to thrive in a lively working environment and multi-task. Self-starter with independent ability to meet strong deadlines with detail and effectiveness (Required)

• Collaboration: Work closely with sales team, assigned care teams as well as the customer to ensure account health. Share knowledge and best practices among support teams (Required)

• Stay updated on the latest technologies and trends. Adapt to evolving customer needs and industry changes (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: Strategic thinking with strong problem-solving and analytical skills (Required)

• Problem Solving: Ability to fully understand and Resolve a variety of problems quickly and effectively (Required)

• MS Office Suite (Required)

• Reporting & Analysis: Proficiency in using customer relationship management tools to manage interactions, track issues and gather insights

• (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

Base Pay Range: $24.63 - $44.42

Corporate Bonus Target: 10%

The pay range above is the general base pay range for a successful candidate in the role. The successful 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. To find the pay range for this role based on hiring location, click here .

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.

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 ApplicantAccommodation@t-mobile.com 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.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Are you ready to kickstart your career with one of the most dynamic and innovative companies in the telecommunications industry? At T-Mobile, we believe in challenging the status quo and driving change. As an intern, you’ll have the opportunity to work on real projects that impact millions of customers, collaborate with talented professionals, and gain hands-on experience in a fast-paced environment.

Our internship program is designed to provide you with the skills and knowledge you need to succeed. You’ll be part of a team that values creativity, diversity, and a passion for technology. Join us and be part of a company that’s not just changing wireless, but changing the world.