Expert, TFB Chat Job at T-Mobile (Nashville)

Job Description

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 Responsibility

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.

Requirements

High School Diploma/GED
2-3 years customer Service Experience (Preferred)
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.
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.
Writing Proficiency Demonstrate excellent grammar and spelling, and the ability to type at least 45 words per minute.
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.
At least 18 years of age
Legally authorized to work in the United States

What we offer

medical, dental and vision insurance
flexible spending account
401(k)
employee stock grants
employee stock purchase plan
paid time off
up to 12 paid holidays
paid parental and family leave
family building benefits
back-up care
enhanced family support
childcare subsidy
tuition assistance
college coaching
short- and long-term disability
voluntary AD&D coverage
voluntary accident coverage
voluntary life insurance
voluntary disability insurance
voluntary long-term care insurance
mobile service & home internet discounts
pet insurance
access to commuter and transit programs

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Expert, TFB Chat

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