Customer Service

Specialist, Solution Center

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Nashville, Tennessee Full Time Internal Only

With direction from the SC Leadership, the Solution Center Specialist must assess highly escalated customer issues and present dynamic resolutions on short/unprepared notice. SCS will also help identify call handling opportunities and provide feedback/best practices to prevent future escalations

STUFF WE'LL
TRUST YOU WITH
YOUR RESPONSIBILITIES
• SCS is considered the resolution expert within the center. For that reason, all customer concerns escalated to the SCS must be fully researched and completely resolved, whether in the customer's favor or in protection of T-Mobile
• An SCS must possess knowledge/skill in all areas/departments within T-Mobile to ensure that the customer's questions are answered both efficiently and accurately
• SCS may be required to assist with a customer resolution/escalation outside of normal business hours, so they must be flexible with their schedule and able to make changes in order to accommodate an urgent customer request
• SCS will interact one-on-one with site leadership to address and resolve customer's concerns. They will also be responsible for interface and communication with Solution Center Specialists across the enterprise
• SCS is responsible for resolving complaints that are forwarded back to the center by local or national teams
• SCS have the ability to divert from company policy in order to resolve a customer's concerns. Additionally, SCS may provide vital input surrounding change to company policy, and provide numerous reports to determine if a specific policy benefits the company and the customers
• SCS will be responsible for tracking issues resulting from policy gaps/escalations
STUFF YOU TELL
PEOPLE AT PARTIES
YOUR QUALIFICATIONS
•Minimum of 12 months prior Customer Service experience
•Exhibits exceptional de-escalation/resolution skills and ability to handle highly irate customers and complex situations
•Demonstrates patience and is able to provide constructive feedback to peers and leadership
•Demonstrates initiative and excellence providing support for offline functions as required
•Must possess excellent time management skills, in relation to keeping within productivity guidelines
•Possesses excellent written and verbal skills
•Proficient in all Customer Care applications including but not limited to Samson, Remedy, Vasa, Outlook and The Community
•Strong computer skills
•Strong problem solving skills
•Exemplary attendance record
•Meeting or exceeding current KPIs
JOB POSTED FOR
18 DAYS
Job Details

75803BRReq ID

Customer ServiceDepartment

NoTravel Required

100Position(s) remaining

WE EVEN DO BENEFITS DIFFERENTLY.

Health Benefits

Health Benefits

Medical, dental, and vision are just the start. We also offer health pro consultants, flexible spending accounts, and more.

Paid R&R

PAID R & R

Kick back with paid time off. We want you to have flexibility, convenience, and control over how you recharge.

It's all about you

IT'S ALL ABOUT YOU

We've ditched old-school performance reviews for a tailored approach to career health that includes training for better career and leadership skills.

Sweet Company Discounts

SWEET COMPANY DISCOUNTS

Naturally, we offer steep discounts on our consumer rate plans and all the fantastic accessories we carry.

Help with the Fam

HELP WITH THE FAM

Kids rock. But child care, adoption, and surrogacy aren’t cheap. We offer programs that help reduce those burdens.

Investment Options

INVESTMENT OPTIONS

Options include a 401(k) plan, an annual Employee Stock Grant, and a purchase plan that gives you the chance to grab T-Mobile stock at a discount.

WHAT TO EXPECT WHEN APPLYING FOR A JOB
Job Location 695 Grassmere Park Nashville, TN 37211
CHECK YOUR COMMUTE
Driving
Walking
Bicycling
Public Transit

ARE YOU A GOOD FIT FOR OUR TEAM?

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What's it like to work at T-Mobile?
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"Best Company I’ve Ever Worked For”

5 stars 5 stars 5 stars 5 stars 5 stars

Former Customer Service Representative in Salem, OR

Pros

Insanely high energy and fun. Constantly encouraged to bring your personality to work and do everything in your own voice and your own personal way. It can be challenging but those challenges will teach you so much!

Cons

If you don't like giving amazing customer service, its not the right job for you. You really have to go all the way all the time.

Advice to Management

Keep it up! Stay visible. Stop by pods and says hello! My managers did this and it kept me on my A game!

“Wonderful Company”

5 stars 5 stars 5 stars 5 stars 5 stars

Current Customer Service Representative in Meridian, ID

Pros

Awesome environment. They take pride in their employees and company.best call center I have worked for. The performance based structure allows you to easily earn additional rewards and compensation.

Cons

You have to enjoy the call center work.

“positive place to work”

5 stars 5 stars 5 stars 5 stars 5 stars

Former Customer Service Representative in Chattanooga, TN

Pros

There were many great benefits and the company has really good values.

Cons

It can be stressful at times.

Advice to Management

Not everyone needs to be micromanaged.

ONE OF THE MOST ETHICAL COMPANIES IN THE WORLD

As America’s Un-carrier, T-Mobile US, Inc. (NASDAQ: “TMUS”) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company’s advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit http://www.t-mobile.com.

EOE Statement

We Take Equal Opportunity Seriously - By Choice

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.