Job: CSR 2, Bilingual Retention Rep (English/Spanish)

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Jobing Description

!*!


*Bilingual in English and Spanish is required*


The Bilingual Retention Rep ensures customer satisfaction by providing an outstanding customer service experience to T-Mobile customers.
Fantastic bonus opportunities, shift differentials, and competitive Benefits package, including full Medical, Dental, Vision, PTO, 401k, tuition reimbursement, daycare assistance, and much more!

ESSENTIAL DUTIES AND RESPONSIBILITIES:


? Creates customer satisfaction and loyalty through effective and timely resolution of a variety of customer inquiries.

? Provides support for new data products and service initiatives.

? Increases revenue via execution of various sales initiatives.

? Successfully completes Retention training and additional training to focus on specific areas as required.

? Delivers one-contact resolution of customer issues.

? Demonstrates positive and cooperative behavior with customers and coworkers.

? Uses automated Knowledge system, as well as any training tools provided to deliver exceptional service to meet T-Mobile's productivity and quality standards.

? Appropriately disburses adjustments and credits.

? Keeps aware of all changes by reading and understanding documentation provided through automated knowledge systems, team meetings, center handouts and/or training.

? Assists with escalated customer issues and concerns.

? Utilizes negotiation and problem solving skills in order to ensure customer retention and loyalty.

? Processes customer requests to disconnect service.

? Meets/Exceeds all departmental goals and business objectives.

? Handles basic customer care skills plus any additional skills that are located in that particular site or as business needs dictate.

Skills / Requirements

!*! KNOWLEDGE, SKILLS AND ABILITIES:



? Demonstrated competency in Windows operating system

? Keyboarding proficiency

? Strong verbal and written communication skills-Bilingual in English and Spanish is required


? Strong Handset and Service troubleshooting skills

? Effective problem solving and negotiation skills

? Knowledge of existing data products and services (billing and basic troubleshooting)

T-Mobile is an equal opportunity employer (EOE). We strongly support diversity in the workforce.




To apply for this position, please copy and paste the following link into your browser address bar:
http://tmobile.contacthr.com/22797510