Government Support Expert

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Job Overview
The Federal Support Expert will serve as a vital member of the business customer support team, responsible for supporting the day to day needs of our Federal Government customers, as well as maintaining strong relations with cross-functional teams to support solutions and sales. As part of this team, experts will maintain a focus on delivering customer solutions, increasing loyalty within their communities assigned customer base and servicing the accounts in accordance with any contractual obligations.

Performs a wide array of both offline and inbound job responsibilities, driven by the needs of their communities customer base and sales team. These responsibilities include, but are not limited to: providing operational, administrative and ordering support to their sales team, responding to customer inquiries, resolving customer escalations, actively participating in customer conference calls, supporting the account billing and reporting needs and adapting to the individual needs of their communities assigned customer base.

Job Responsibilities
:

• Deliver exceptional Un-Carrier service through expert handling of requests via various communication channels for customers as well as our sales team. Resolve billing issues by confirming promotions and rebates are processed correctly and assist with buyback facilitation of devices.
• Assist Sr. Government Experts and community as needed with account management activities for including mobile number management, new account activation, fulfillment of equipment needs.
• Assist the Sr. Government Experts as needed with sales or billing requests, processing orders and renewals via portal or Salesforce. Effectively maintain and remain current with knowledge to support each group, department, and call center as business needs dictate.
• Run custom billing, usage and other account related activity reports that allow for management of the customer account as needed.
• Communicate proficiently with all levels of business customers, Sales and cross-functional partners. Engage in cross-functional partnerships for in-depth problem-solving. Deliver and comply with customer care support needs as documented by contractual agreements
• Also responsible for other Duties/Projects as assigned by business management as needed.

Education and Work Experience
:

• High School Diploma/GED (Required)
• 2-4 years Customer Service or customer facing sales experience (Preferred)
• Less than 2 years Prior call center experience (Preferred)

Knowledge,

Skills and Abilities

:

• Customer Service (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)
• 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 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 Salesforce and reporting as described earlier. (Required)
• Problem Solving Ability to fully understand and resolve a variety of problems quickly and effectively. (Required)

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

Base Pay Range: $21.00 - $31.22

Annualized Incentive Target: $6,000

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…