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Assoc Trainer, Care

Company: T-Mobile
Location: Mission
Posted on: May 3, 2021

Job Description:

The Training Assistant is a support position within the Learning & Development organization responsible for assisting Trainers during new hire training. The Training Assistant assists the Trainer with educating and developing their Customer Service Representatives in customer service and sales, knowledge of products, features, and services, policies and procedures, multi-system navigation, and T-Mobile culture. The Training Assistant serves as a resource for the Customer Service Representative by answering questions, educating to call handling guidelines and role modeling behaviors that align with T-Mobile customer service expectations and culture. The Training Assistant will provide timely and accurate feedback to new Customer Service Representatives, assist with training delivery preparation, taking incoming customer calls and deliver continuing education classes when necessary.

  • At least 18 years of age
  • Legally authorized to work in the United States
  • High School Diploma or GED

Minimum required

  • Ability to work and operate under pressure, multi-task and set priorities
  • Excellent written and oral communication skills
  • Successfully demonstrated ability to give and receive feedback
  • Strong problem solving, decision making and analytical skill

Education

  • High School Diploma

Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

  • Effectively coach and develop CSR's new hire training by assisting new CSR's in call handling guidelines and answering general questions and giving suggestions to improve call quality during new hire training. Lead employees and gain their commitment for the flawless execution of T-Mobile's Un-carrier strategy. Provide one on one assistance and feedback to new hires.
  • Achieve and maintain a significant level of knowledge of customer service center operations, processes, new hire and continuing education training, methods and procedures.
  • Assist Trainer with debriefing session with new hire class minimum of 2 hours per week during GMA/GMP. Assist Trainer with monitoring class compliance and administrative functions.
  • Assist with escalated customer calls and support the call center floor through phone time when necessary.

Equal Employment Opportunity

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, 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.

Keywords: T-Mobile, Mission , Assoc Trainer, Care, Other , Mission, Texas

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