Customer Service Representative

T-Mobile Gencare Veterans' Project

Must be a United States Veteran to apply for this position!

$12.00/hr to start + Incentives

Actively listens to the customers that are calling in to take care of a situation.

Rapidly figures out a solution while engaging and reassuring the customer that YOU will be the one to fix it for them.

Maintains focus and calmly puts people at ease.

Handles different computerized systems designed to accommodate and resolve all the different scenarios a customer might be experiencing.

Able to go into details to reassure the customer.

Able to sit for extended periods of time while working in a fast-paced and sometimes loud environment.

Things learned during training are not limited to:

Learning the T-Mobile systems

How to de-escalate situations in a timely manner

Clarify promotions

Level-1 troubleshooting

Billing

Up-selling tactics

While on the floor:

Family-oriented and festive environment

Long, but flexible hours

Overtime (majority of time)

People in close vicinity

Coworkers and Team Leads that will help you out when required

Ongoing trainings and team-building exercise

T-Mobile employee discounts

Daily raffles based on performance

Potlucks and milestone celebrations

Commissions and incentives:

Adding lines is part of this

Keeping up with the Average Handle Time

Upscores - surveys submitted by the customer

QA scores

Less than 20% of customer callbacks

First-call resolution

T-Mobile Wow! Factor

Ways to move up:

Management experience, but not necessary (we can help out with OTD University)

Dependable and always on time (regular attendance)

Exceeds metrics

Has a great attitude

Is proactive and is great at sharing best practices

Must have:

Computer proficiency (MS Window)

Excellent verbal skills

Confident

Adaptable to changes

HS Diploma or equivalent

Great work ethic

Pass a drug test and background check

Why work for OTD (T-Mobile Gencare):

Stability

Great management team

Opportunity for growth ("if you grow, we grow")

Compensation and benefits packages

High-energy and never boring

Family-oriented culture

Referrals and bonuses

Paid time off

Job Type: Full-time

Job Location:

• Tampa, FL

Required education:

• High school or equivalent

Required experience:

• U.S Veteran: 1 year