Assoc Trainer, Care
Posted on: May 3, 2021
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
- At least 18 years of age
- Legally authorized to work in the United States
- High School Diploma or GED
- Ability to work and operate under pressure, multi-task and set
- Excellent written and oral communication skills
- Successfully demonstrated ability to give and receive
- Strong problem solving, decision making and analytical
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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