Coach, Technical Care
Posted: September 14, 2016
Reference ID: 70945BR
As America's Un-carrier, T-Mobile US, Inc. (NYSE: 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, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.Technical Care Coaches coach, motivate and inspire their representative team members to achieve and exceed performance results. Coaches lead a team of approximately 15 representatives to offer differentiated customer service. As leaders, Coaches demonstrate strong interpersonal, time management, and multi-tasking skills. They have the ability to quickly adapt to change and model a positive, can-do attitude of service. Coaches develop their team members to reach career and organizational goals. They are responsible for building effective working relationships, making sound decisions, successfully making changes, initiating action and achieving results.Two to five year's customer service. Strong commitment to world class customer service. One to two years management/supervisory experience leading teams
Strong oral and written communication skills
Strong leadership and interpersonal skills
Effective time management, organization and prioritization
Team facilitation and training skills
Strong decision making, change management and problem solving skills
Ability to work well and quickly under pressure
Demonstrated competency in Windows based environment, keyboarding proficiency, internet savvy and use of automated systems
Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, and Microsoft Outlook
High School Diploma/GEDRequires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
Meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the T-Mobile brand by providing real time support, coaching and feedback to representatives. Offer effective positive and constructive feedback to drive results. Minimize call escalations through effective coaching and support and handle escalated calls. Facilitate accurate credits and adjustments as well as supervises team members in the facilitation of accurate credits and adjustments.
Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals. Offer frequent formal and informal recognition.
Communicate business strategies and results to Technical Care Specialists, empowering them as they resolve customer issues. Provide timely feedback to the management team on customer trends, issues and needs.
Build solid productive relationships with all levels of leadership and support teams. Facilitate effective and supportive team relationships. Resolve operational and interdepartmental problems quickly.
Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
Ability to work evenings, weekends, or varied shifts as assigned. This job requires reliable, predictable, and consistent attendance.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.