Expert, TFB Chat - Nashville | On Site |

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
As an Expert in TFB Chat, you'll play a pivotal role in engaging with business customers who visit T-Mobile's business websites. This position is perfect for anyone passionate about working closely with our Telesales and Field Sales teams to drive customers to T-Mobile. As a key contributor to T-Mobile's revenue engine, you'll be the first point of contact for all web chat-based inquiries and leads.
Your responsibilities will include quickly responding to web inquiries from both existing and prospective customers, setting appointments for T-Mobile Account Executives and Business Telesales Representatives, and making outbound calls to customers interested in T-Mobile services. This role offers an exciting opportunity to make a significant impact on customer engagement and business growth.

Job Responsibilities:

• Customer Consultation: Responsible for consulting with customers in real time via web chats to obtain their needs, answer any questions they have, gather relevant customer information, and direct customers to the appropriate department including Virtual Business Sales, Enterprise, Small, Medium Business (SMB) field sales, retail, and customer care, via appointment setting.
• Chat Management: Manage 2+ incoming live chats at the same time and ensure timely responses.
• Fraud Vetting: Research all interested customers' information via web search, Secretary of State, Salesforce, phone validator, and customer websites for the purposes of fraud vetting.
• Appointment Follow-up: Follow up with all set appointments to ensure smooth transition of customers and that the appointment is complete.
• Lead Entry: Self-enter all new leads with obtained customer information, after researching Salesforce for duplicate information.

Education and Work Experience:

• High School Diploma/GED (Required)
• 2-3 years customer Service Experience (Preferred)

Knowledge, Skills and Abilities:

• Organization and Task Management Demonstrate efficient organization skills, prioritize and respond to incoming tasks with urgency and accuracy, manage multiple chats simultaneously, and follow processes and procedures correctly in a dynamic, fast-changing environment. (Required)
• Communication and Collaboration Excellent communication and interpersonal skills, ability to learn and follow processes thoroughly, work cooperatively and collaboratively with all levels of employees and management, maintain a mature, self-motivated, positive, professional attitude, and adapt effectively in a new role. (Required)
• Writing Proficiency Demonstrate excellent grammar and spelling, and the ability to type at least 45 words per minute. (Required)
• Technology A good understanding of computers and how they work, including some experience with Microsoft Office Suite (Word, Excel, PowerPoint, Teams, Outlook), video conferencing tools, webchat, and telephony systems. (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
 

Total Target Cash Pay Range: $42,152 - $76,038, inclusive of target incentives

Base Pay Range: $29,506 - $53,227

The pay range above is the general base pay range for a successful candidate in this 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. To find the pay range for this role based on hiring location,  https://paylookup.t-mobile.com/paylookup?reqID=REQ347508&paradox=1

At T-Mobile, employees in regular, non-temporary Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. 

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, offering medical, dental and vision insurance, a flexible spen