Messaging Expert: John Prahl Community
Company: T-Mobile USA, Inc.
Posted on: December 8, 2018
*Please note that this opening is reserved for TEX Account/Tech Care or TEX Sr Expert employees on John's team ONLY. You must be on John's team to apply to this specific posting. Direct any questions to John or your Coach. Messaging Experts work as part of a Team of Experts to astound customers with effective resolution, proactive account management, and customer education. While Messaging Experts will resolve customer inquiries primarily via the Messaging platfrom, they may also interact with customers via the phone and other written channels for T-Mobile customers and third party partners. 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 payment arrangements and other collections activities, when appropriate. Experts have demonstrated a level of skill and competency that allows them to achieve the goals of their position with normal supervision while demonstrating world-class skills in courtesy, concern, timely resolution, relationship building, and knowledge of the processes and products associated with their role. This postion requires strong written and interpersonal skills. What you'll do in your role. Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership. Owns and resolves issues that start in Messaging Builds customer loyalty through timely and effective resolution. Increases revenue through the execution of various sales initiatives. Uses resource documentation for reference, automated and training tools provided and uses other LOB for support where necessary to deliver exceptional customer service. Resolve customer issues by making outbound calls when there is data involved that cannot be shared via Messaging Meets department productivity and quality standards. Appropriately disburses adjustments and account credits in accordance with T-Mobile policy. Accepts inbound and places outbound calls from customers when Messaging customer wishes to reach them via call 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. Also responsible for other Duties/Projects as assigned by business management as needed. The experience you'll bring. Minimum required Effective written and verbal communication skills with proven ability to write clear, concise, and accurate messages for a variety of audiences while adhering to an established style One year experience in a call center environment, or comparable customer service experience. Demonstrated competency in Windows based environment, keyboarding proficiency, internet savvy and use of automated systems. Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, and Microsoft Outlook. Uses extreme discretion when handling confidential and/or proprietary information Effective analytical, critical thinking and problem-solving skills Ability to produce in a fast-paced, high-volume, environment Must be comfortable with online public presenceo Headshot required (fun, branded)o Use of first name publiclyo Short, general bio information shared publicly Desired Experience in providing customer service in writing with a variety of written communication tools preferred Call center and wireless experience a plus. Ability to develop in-depth knowledge of assigned functional areas
Keywords: T-Mobile USA, Inc., Meridian , Messaging Expert: John Prahl Community, IT / Software / Systems , Meridian, Idaho
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