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Job Overview
Mobile Associates, Store-in-Store are an integral part of the Retail Team responsible for bringing the T-Mobile brand to life within National Sales partner locations, where active customer engagement is crucial for success. They are ambassadors who create energy and excitement around our products and services. They thrive in a high-traffic environment, where technology innovations, customer needs, and the Retail experience are continuously evolving. Mobile Associates excel at building and deepening relationships with customers through meaningful interactions, identifying customer needs, and educating, demonstrating, and recommending solutions. Mobile Associates in SiS roles exceed performance targets by excelling in sales, providing exceptional customer experiences, and meeting quality of sale metrics.
Job Responsibilities
1. Proactively engage with a broad range of customers in a highly-traffic retail environment, using digital tools, communicating effectively, educating customers, and showcasing the value of T-Mobile solutions.
2. Leverage digital self-serve tools during customer interactions and onboarding, identify customer needs, and use solution-based selling techniques to demonstrate the value of T-Mobile products and services. Recommend wireless solutions and onboarding solutions to help customers understand how to self-serve and utilize the T-Mobile app, deepening relationships and ensuring satisfaction.
3. Complete training on the T-Mobile in-store experience, new skills, products, processes, and knowledge of systems and resources. Review personal results, current promotions, and updates to stay customer-ready. Continuously learn and improve skills to provide the best customer experience. Partner with nearby store locations for customer onboarding. Perform store operations, including opening and closing procedures, securing kiosk assets, and reporting lost keys or assets.
4. Be customer-obsessed: connect on a personal level, match customer pace, build rapport and trust, and exceed customer expectations. Proactively reach out to potential customers, follow up, capture referrals, manage Be Back processes, and build relationships with new and existing customers. Perform price overrides for specific offers as needed.
5. Build relationships with nearby leadership and teams to support the customer experience from account setup to device support and account servicing.
Education
* High School Diploma/GED (Required)
Work Experience
* 6 months of customer service and/or sales experience, retail environment preferred (Required)
Knowledge, Skills, and Abilities
* Customer Satisfaction: Demonstrate passion for customer service, balancing experience and performance goals (Required)
* Team Building: Willingness to collaborate with peers and store leaders, learn, and share best practices (Required)
* Retail Sales: Confidence and drive to succeed in a fast-paced environment (Required)
Licenses and Certifications
* At least 18 years of age
* Legally authorized to work in the United States
Travel
Travel Required: No
DOT Regulated
Position is not DOT regulated or safety sensitive.
Hourly Base Pay
$17.50/hour. During the first 90 days, receive on-the-job training and be eligible for incentive pay. After training, promotion to Mobile Expert role with an annual incentive target of $18,000/year. All employees guaranteed to earn $20/hour including incentives. All employees are eligible for an Annual Stock Grant.
Benefits include medical, dental, vision, 401(k), stock grants, stock purchase plan, paid time off, holidays, parental leave, family benefits, tuition assistance, disability, voluntary insurance options, and discounts on mobile and internet services. Learn more at www.t-mobilebenefits.com.
We support growth and career development, emphasizing our values and fostering an inclusive environment. T-Mobile USA, Inc. is an Equal Opportunity Employer. For reasonable accommodation requests, contact ApplicantAccommodation@t-mobile.com or call 1-844-873-9500.
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