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Sr Coordinator, Field Customer Ops - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Chelmsford, MA Chelmsford, Massachusetts |
About this job
Job Description:
The principal objective is to support authorized dealers, indirect sales teams, & retail stores to ensure maximum efficiency in resolving inventory & customer care issues. First point of contact for all market customer escalation issues through supporting the Authorized Dealers, indirect sales teams, and retail stores. Assist in continued training for retail and indirect sales channels.
Responsibilities:
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
Respond to customer issues escalated to Regional level. Resolve escalated Billing Systems issues
Support Dealer channel and assist store personnel
Assist Regional Manager, Customer Operations in resolving customer problems
Assist the Lead Customer Operations Representative with new product and services rollout
Track and identify store transaction errors
Research phone history to protect against reactivating stolen phones/insurance issues
Periodically involved in special projects as requested by Operations or Sales
Periodically provided additional training to retail store staff
Provide feedback to stores from daily finance department reports
Also responsible for other Duties/Projects as assigned by business management as needed
Qualifications:
Minimum required
At least 2 years of customer service experience
Desired
Experience with successfully handling customer complaints in a high volume, fast-paced environment
Excellent communication skills for internal and external interface
Ability to work with minimal supervision
Education
High School Diploma
Minimum Qualifications:
At least 18 years of age
Legally authorized to work in the United States
High School Diploma or GED
Pre-employment background screen
Company Profile:
MetroPCS provides the freedom and convenience of unlimited, no-annual-contract wireless services on an advanced nationwide 4G and 4G LTE network for a flat rate. With MetroPCS, customers get great value and a wide variety of device choices from leading brands. A flagship brand operated by T-Mobile US, Inc. (NASDAQ: TMUS), MetroPCS products and services are available online and across the United States through a network of company-owned stores, authorized dealer locations, and leading national retailers.
EOE Statement:
We Take Equal Opportunity Seriously - By Choice
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, 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.
The principal objective is to support authorized dealers, indirect sales teams, & retail stores to ensure maximum efficiency in resolving inventory & customer care issues. First point of contact for all market customer escalation issues through supporting the Authorized Dealers, indirect sales teams, and retail stores. Assist in continued training for retail and indirect sales channels.
Responsibilities:
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
Respond to customer issues escalated to Regional level. Resolve escalated Billing Systems issues
Support Dealer channel and assist store personnel
Assist Regional Manager, Customer Operations in resolving customer problems
Assist the Lead Customer Operations Representative with new product and services rollout
Track and identify store transaction errors
Research phone history to protect against reactivating stolen phones/insurance issues
Periodically involved in special projects as requested by Operations or Sales
Periodically provided additional training to retail store staff
Provide feedback to stores from daily finance department reports
Also responsible for other Duties/Projects as assigned by business management as needed
Qualifications:
Minimum required
At least 2 years of customer service experience
Desired
Experience with successfully handling customer complaints in a high volume, fast-paced environment
Excellent communication skills for internal and external interface
Ability to work with minimal supervision
Education
High School Diploma
Minimum Qualifications:
At least 18 years of age
Legally authorized to work in the United States
High School Diploma or GED
Pre-employment background screen
Company Profile:
MetroPCS provides the freedom and convenience of unlimited, no-annual-contract wireless services on an advanced nationwide 4G and 4G LTE network for a flat rate. With MetroPCS, customers get great value and a wide variety of device choices from leading brands. A flagship brand operated by T-Mobile US, Inc. (NASDAQ: TMUS), MetroPCS products and services are available online and across the United States through a network of company-owned stores, authorized dealer locations, and leading national retailers.
EOE Statement:
We Take Equal Opportunity Seriously - By Choice
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, 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.
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