- Job Title: CSR I, Bi-lingual Financial Care
- Job Location: Thornton, CO 80229
- Reference Code: 216255
- Learn more about T-Mobile
What's T-Mobile Customer Service like?
It's delivering the best customer experience and enriching people's lives by solving problems quickly-the way only you can when you're part of a great team. We work together to deliver the best customer solutions, and we celebrate our successes together. At T-Mobile, we don't just talk about company values, we live them. Ready to bring your passion for great solutions to one of our fast-paced customer service centers? Join us now and together we will become America's most highly regarded service company.
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CSR I, Bi-lingual Financial Care
FINANCIAL CARE REP T-Mobile’s front-line team members are our #1 Employees! As an integral part of our stellar Customer Care line-up, our Financial Care Representatives blend their T-Mobile policy know-how and winning people skills to ensure customer satisfaction through effective and timely resolution of customer inquiries and billing disputes. OPPORTUNITY—YOUR CHANCE TO SHINE Our hard-working Financial Care Reps offer reassurance, support and resolution for T-Mobile customers with past due accounts, billing disputes or other financial inquiries. In this role you’ll be empowered to evaluate and modify accounts based on the customer’s request, balancing the customer’s needs against T-Mobile’s Credit and Fraud policies and risk procedures. You’ll get a first-hand sense of how important T-Mobile’s service is in the lives of our customers and your ability to stay true to the T-Mobile commitment to customer service and handle customer disputes with fairness and empathy will be key to your success. You’ll also enjoy the incentives and recognition T-Mobile has in place to reward the efforts of this vital component of our front-line team. Plus, the opportunities for advancement make it perfect for people looking to establish a long-term career with T-Mobile. A keen sense of humor and a sincere sense of compassion are the hallmarks of our most successful Financial Care Representatives. With common sense and objectivity, they gracefully handle tough billing disputes and relish the opportunity to sell T-Mobile’s service all over again to customers with past due accounts. A gift for making people feel comfortable over the phone is essential in this role, as are the communication skills necessary to translate official corporate policy into layman’s terms. These pros relish their supportive work environment and are committed team players who take real pride in their work. • Maintain exceptional customer service as your primary goal • Six months to one year Customer Service, Sales or Financial Services experience
TALENT SUITABILITY—ARE YOU THE RIGHT FIT?
RESPONSIBILITIES
• Negotiate payment arrangements
• Collect payments on past due accounts
• Strive for one-call resolution of customer issues
• Demonstrate positive and cooperative behavior with customers and coworkers
• Meet department productivity and quality standards
• Appropriately disburse adjustments and account credits in accordance with T-Mobile policy
• Handle billing disputes and re-rates
• Complete ongoing training to stay abreast of service and policy changes
• Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.
QUALIFICATIONS
• Call center and wireless experience a plus
• High School diploma or equivalent GED
• Previous collections experience (helpful)
• A knack for stellar verbal and written communication
• A head for numbers—i.e. Basic math proficiency
• Excellent organizational and time management skills
• Demonstrated competency in Windows based environment, keyboarding proficiency and use of automated systems
• Ability to thrive in a lively working environment and multi-task
• The flexibility to work weekends and other varied shifts as assigned
The benefits of teamwork
What more can you expect? At T-Mobile, it's high energy from day one: career growth, personal recognition, and diversity are all part of the mix. You'll enjoy competitive pay, special employee phone plans, generous paid time off, tuition assistance, medical and dental coverage, a great company-matched 401(k) plan, advanced training, and more.
At T-Mobile everyone has a voice! We strongly support diversity in the workforce and T-Mobile is an equal opportunity employer (EOE). T-Mobile is a federally registered mark, and the magenta color is a trademark of Deutsche Telekom AG. ©2008 T-Mobile USA, Inc.
