Coordinator, Customer Success

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!

Job Overview
This role supports high-value customers by managing order processing, service activations, and customer service activities to maintain service quality. It involves processing orders, activating new services, troubleshooting issues, managing service tickets, and generating custom reports. The role requires broad knowledge of wireless products, services, processes, and systems to provide comprehensive customer support. Success is measured by accuracy in order processing, timely issue resolution, and maintaining positive customer experiences. The work directly impacts customer satisfaction and strengthens organizational partnerships through effective service delivery.

Job Responsibilities:

• Manage order and activation processing with accuracy to meet service level agreements
• Track new orders and upgrades daily to confirm timely delivery and completion
• Resolve activation failures and order-related escalations to minimize service disruptions
• Perform basic troubleshooting of devices and software to support customer functionality
• Handle device replacements and assist with mobile device management and setup
• Execute service changes including SIM swaps, port-ins, port-outs, and rate plan adjustments
• Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience:

• Bachelor's Degree OR combination of education and experience deemed equivalent (Required)
• 2-4 years 3+ years of related sales support or related customer service experience. (Preferred)
• 2-4 years 3+ years of wireless industry experience. (Preferred)

Knowledge, Skills and Abilities:

• Communication Superior communication, presentation, and interpersonal skills. (Required)
• Product Knowledge Knowledge of T-Mobile rate plans, features, and self-help tools. (Required)
• Microsoft Office Demonstrated proficiency in T-Mobile systems, processes and policies including Microsoft’s suite. (Required)
• Partnerships Ability to build strong cross-functional partnerships and leverage internal and external resources. (Required)
• Collaboration Collaboration and customer relationship management in a remote, client-based, virtual environment. (Required)
• Technology Demonstrated knowledge of solutions, technologies, and operating systems. (Required)
• Market Development Remain attuned to market trends and developments within the customer’s industry. (Required)
• Leadership Leadership qualities to thrive in an enterprise environment. (Required)
• Organization Organizational and time management skills with the ability to manage highly complex on-site customer issues. (Required)

Licenses and Certifications:

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): Yes

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No
 

Base Pay Range: $21.40 - $38.61

Corporate Bonus Target: 5%

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, https://paylookup.t-mobile.com/paylookup?reqID=REQ342080&paradox=1

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, offe