Enterprise Field Support Specialist, On Site in Los Angeles

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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
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• Travel:
• Travel Required (Yes/No): No
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• 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.

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