Customer Service Representative

T-Mobile Corporation

National (OA)

Documents

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Work Process Schedule

Work Process Content

On the Job Training

Anonymous

Demonstrates the highest level of customer service with effective resolution

Demonstrates the highest level of customer service with effective resolution

Demonstrates proactive account management

Demonstrates proactive account management

Delivers customer education

Delivers customer education

Determines and resolves root causes to customer concerns and inquiries

Determines and resolves root causes to customer concerns and inquiries

Identifies appropriate revenue and service enhancement opportunities

Identifies appropriate revenue and service enhancement opportunities

Explores customer needs to develop loyal and profitable customers

Explores customer needs to develop loyal and profitable customers

Makes payment arrangements and other collections activities when appropriate

Makes payment arrangements and other collections activities when appropriate

Demonstrates world-class skills in courtesy, concern, timely resolution and relationship building

Demonstrates world-class skills in courtesy, concern, timely resolution and relationship building

Demonstrates knowledge of the processes and products in their assigned line of business

Demonstrates knowledge of the processes and products in their assigned line of business

Demonstrate proactive identification of issues

Demonstrate proactive identification of issues

Handles inbound calls for large business customers

Handles inbound calls for large business customers

Handles offline interactions for large enterprise customers

Handles offline interactions for large enterprise customers

Resolve customer inquiries primarily via the Messaging platform

Resolve customer inquiries primarily via the Messaging platform

Interact with customers via the phone and other written channels for customers and third party partners

Interact with customers via the phone and other written channels for customers and third party partners

Possess strong written and interpersonal skills

Possess strong written and interpersonal skills

Create and file trouble tickets accordingly in collaboration with Engineering team

Create and file trouble tickets accordingly in collaboration with Engineering team

Follow-up to ensure resolution

Follow-up to ensure resolution

Support the account billing and reporting needs

Support the account billing and reporting needs

Adapt to the individual needs of their assigned customer base

Adapt to the individual needs of their assigned customer base

Provide proactively business solutions to increase the overall health of the account

Provide proactively business solutions to increase the overall health of the account

Serve as a vital member of the business customer support team

Serve as a vital member of the business customer support team

Maintain strong relations with cross-functional teams to drive solutions

Maintain strong relations with cross-functional teams to drive solutions

Perform a wide array of both offline and inbound job responsibilities driven by the individual needs of their customer base

Perform a wide array of both offline and inbound job responsibilities driven by the individual needs of their customer base

Respond to customer inquiries

Respond to customer inquiries

Resolve customer escalations

Resolve customer escalations

Deliver customer solutions

Deliver customer solutions

Utilize boundless approach to resolution within the communities they serve

Utilize boundless approach to resolution within the communities they serve

Develop Technical Solutions

Gather information on existing solution/application
Provide information on available products and services
Develop migration plans for new customers

Client Solicitation

Manage leads in a timely manner across wide geographical boundaries
Conduct discussions to learn and qualify opportunities
Understand customer pain points
Gather technical requirements
Correlate business value to customer

Ticket Management and Documentation

Work within existing task assignment and record-keeping systems
Open, respond, manage, and close tickets
Document resolution information
Update documentation on configuration and status of servers
Research passed resolutions and clean up notes/records on architecture and data flow diagrams or related documents
Develop and present on policies and standard operating procedures

Prospecting

Cold calling
Lead generation
Referrals
Using social media
High-touch vs. client-driven interactions

Presenting

Preparing sales pitch materials (e.g., slide decks, call agendas, webinars)
How to speak with authority
How to handle questions without answers
De-escalating conflicts or high-stress situations
Body language (reading and controlling)
Industry Standards, Practices and Network Theory

Related Instruction Outline

Customer Service Representative

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