CSR 2, Bilingual Retention Rep (English/Spanish)

!*! *Bilingual in English and Spanish is required*The Bilingual Retention Rep ensures customer satisfaction by providing an outstanding customer service experience to T Mobile customers. Fantastic bonus opportunities, shift differentials, and competitive Benefits package, including full Medical, Dental, Vision, PTO, 401k, tuition reimbursement, daycare assistance, and much more! ESSENTIAL DUTIES AND RESPONSIBILITIES: * Creates customer satisfaction and loyalty through effective and timely resolution of a variety of customer inquiries. * Provides support for new data products and service initiatives. * Increases revenue via execution of various sales initiatives. * Successfully completes Retention training and additional training to focus on specific areas as required. * Delivers one contact resolution of customer issues. * Demonstrates positive and cooperative behavior with customers and coworkers. * Uses automated Knowledge system, as well as any training tools provided to deliver exceptional service to meet T Mobile's productivity and quality standards. * Appropriately disburses adjustments and credits. * Keeps aware of all changes by reading and understanding documentation provided through automated knowledge systems, team meetings, center handouts and/or training. * Assists with escalated customer issues and concerns. * Utilizes negotiation and problem solving skills in order to ensure customer retention and loyalty. * Processes customer requests to disconnect service. * Meets/Exceeds all departmental goals and business objectives. * Handles basic customer care skills plus any additional skills that are located in that particular site or as business needs dictate. !*!KNOWLEDGE, SKILLS AND ABILITIES: * Demonstrated competency in Windows operating system * Keyboarding proficiency * Strong verbal and written communication skills Bilingual in English and Spanish is required * Strong Handset and Service troubleshooting skills * Effective problem solving and negotiation skills * Knowledge of existing data products and services (billing and basic troubleshooting) T Mobile is an equal opportunity employer (EOE). We strongly support diversity in the workforce. Req Number: 11014297Industries: Telecommunications