Broadband Customer Support Specialist

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The Broadband Customer Support Specialist at T-Mobile is integral to managing and resolving the highest level of escalated or sensitive customer issues related to broadband services. This role requires specialized knowledge to support Channel Partners and field partners, ensuring that all interactions are handled with a high degree of discretion and professionalism. By documenting all customer contacts clearly and collaborating with internal departments, the Specialist ensures comprehensive resolutions that uphold T-Mobile's commitment to exceptional service. Their expertise in product knowledge and customer interaction enhances the overall customer experience and supports T-Mobile's operational efficiency. Ultimately, the Specialist's contributions are crucial in maintaining and enhancing customer satisfaction and loyalty to T-Mobile.

Work Schedule: Sunday – Wednesday, 4x10

Job Responsibilities:
•    Subject matter expert directly resolving customer Fiber/Broadband Internet escalations or specialized requests via various communication channels for customers, owning the issues through to resolution. must be available based on customer and business needs 
•    Proactively identify customer experience opportunities, identify the root cause, and recommend solutions through cross-functional teams, and share trends with partner leadership, HQ, and frontline. 
•    Documents all customer contacts clearly to ensure comprehensive resolutions 
•    Supports Channel Partners and field partners with specialized knowledge and assistance 

Knowledge, Skills and Abilities:
•    Customer Service - Expertise in handling escalated or sensitive customer issues with professionalism and discretion. 
•    Telecommunications - Specialized knowledge in broadband services and related technologies. 
•    Problem Solving - Ability to analyze complex issues and derive solutions that enhance customer satisfaction. 
•    Collaboration - Strong ability to work with internal departments to ensure comprehensive resolutions. 
•    Documentation - Proficient in documenting customer interactions clearly and concisely to maintain accurate records. 
•    Microsoft Office - Proficiency in Microsoft Office tools to manage documentation and reporting.  
•    Confidentiality - Ability to handle sensitive information with a high degree of confidentiality and integrity.  
•    Cross Functional Relationships - Capability to build and maintain effective relationships across different functional areas within the organization. 
•    Customer Oriented - Dedicated to meeting the expectations and requirements of internal and external customers. 

 

Education and Work Experience:
•    High School Diploma/GED General Studies 
•    Bachelor's Degree in Business Administration or Communications preferred 
•    2 years+ resolving escalated or sensitive customer issues in a telecommunications or broadband service environment 
•    2 years+ customer service or customer facing sales experience preferred 
•    2 years call center experience preferred 

•    At least 18 years of age

•    Legally authorized to work in the United States

Base Pay Range: $20.60 - $37.15

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, https://paylookup.t-mobile.com/paylookup?reqID=REQ340511&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