Coach, Social Media Care - Colorado Springs Colorado

Company: T-Mobile
Location: Colorado Springs, Colorado
Posted On: 05/03/2024

Be unstoppable with us!T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop!Social Media Care Coaches coach, motivate, and inspire their team members to achieve and exceed performance results. Coaches lead a team of Specialists to offer differentiated customer service over a variety of social media channels. As leaders, Coaches demonstrate strong interpersonal, time management, and multi-tasking skills. This position is responsible to coach, develop, lead, motivate, and inspire their team of Social Media Specialists to ensure that customers have Un-carrier experiences when being handled via Twitter, Facebook, and other social properties. They have the ability to quickly adapt to change and develop their Social Media Specialists 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.

• Meets and exceeds quality and customer satisfaction goals to ensure customer retention and uphold the T-Mobile brand by providing real time support, coaching and feedback to Social Media Care Specialists. Facilitates accurate credits and adjustments as well as supervising team members in the facilitation of accurate credits and adjustments. Communicates business strategies and results to Specialists, empowering them as they resolve customer issues through a variety of social media channels. Ensures that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
• Creates and fosters a positive and successful work environment where employees choose to work and achieve their goals. Offers frequent formal and informal recognition. Offers effective positive and constructive feedback to drive results. Minimizes escalated customer situations through effective coaching and support as well as handling escalated social media interactions.
• Ability to work evenings, weekends, or varied shifts as assigned.
• Provides timely feedback to leadership on customer trends, issues, and needs. Builds solid productive relationships with all levels of leadership and support teams. Facilitates effective and supportive team relationships. Resolves operational and interdepartmental problems quickly.Education:
  • High School Diploma/GED ()Work Experience:
    • 2-4 years Customer Service experience. ()
    • 1 - 2 years Management/supervisory experience leading teams. ()
    • 1 - 2 years Wireless experience preferred and/or call center environment preferred. ()Knowledge, Skills and Abilities:
      • Customer Service (Required)
      • Leadership (Required)
      • Organization (Required)
      • Problem Solving (Required)
      • Microsoft Office (Required)
      • Wireless (Preferred)* At least 18 years of age
        * Legally authorized to work in the United States
        
        Travel:
        Travel Required (Yes/No):No
        
        DOT Regulated:
        DOT Regulated Position (Yes/No):No
        Safety Sensitive Position (Yes/No):No
        
        Colorado Pay Range : $63,500.00 - $85,900.00The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range. At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant.At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering---medical, dental and vision insurance, a flexible spending account, 401(k), employee stock---grants, employee stock purchase---plan, paid time off and up to paid 12 holidays - which total about 4 weeks for new full-time employees and about---2.5 weeks for new part-time---employees annually - 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, and voluntary long-term care insurance. We don't stop there- eligible employees can receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits,---check out---.--- Never stop growing!T-Mobile doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward.T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship 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, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests. More...

            

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