Customer Service Representative

Competency-Based Apprenticeship
Sponsoring Company:
T-Mobile Corporation
O*Net Code
43-4051.00
Rapids Code
3001CB
Req. Hours
0
State
DC
Created
Apr 04, 2021
Updated
Apr 04, 2021

Competency-Based Skills

31 skill sets | 46 total skills
Demonstrates the highest level of customer service with effective resolution
Demonstrates proactive account management
Delivers customer education
Determines and resolves root causes to customer concerns and inquiries
Identifies appropriate revenue and service enhancement opportunities
Explores customer needs to develop loyal and profitable customers
Makes payment arrangements and other collections activities when appropriate
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
Demonstrate proactive identification of issues
Handles inbound calls for large business customers
Handles offline interactions for large enterprise customers
Resolve customer inquiries primarily via the Messaging platform
Interact with customers via the phone and other written channels for customers and third party partners
Possess strong written and interpersonal skills
Create and file trouble tickets accordingly in collaboration with Engineering team
Follow-up to ensure resolution
Support the account billing and reporting needs
Adapt to the individual needs of their assigned customer base
Provide proactively business solutions to increase the overall health of the account
Serve as a vital member of the business customer support team
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
Respond to customer inquiries
Resolve customer escalations
Deliver customer solutions
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

Technical Instruction

Foundational Skills
Introduction to Metrics
# | 32 hrs
Introduction to Systems & Tools, resources
# | 32 hrs
Understanding Business Customer Segments
# | 32 hrs
Understanding the In-Store Experience
# | 32 hrs
The Account Hub
# | 32 hrs
Call Quality Basics
# | 32 hrs
Path to Resolution
# | 32 hrs
A Customer is Born
The overall customer experience journey
# | 2 hrs
Customer effort
# | 2 hrs
Journey to resolution
# | 2 hrs
Verification
TFB Verification expectations
# | 17 hrs
Steps to verify the account correctly
# | 17 hrs
Understanding PINs & Passcodes
# | 17 hrs
SIM cards & Fraud
# | 17 hrs
Billing
Billing Methods
# | 35 hrs
Discounts & Credits
# | 35 hrs
Billed Charges & Recalculation process
# | 35 hrs
Understanding the Billing systems (Samson, Atlas, etc.)
# | 35 hrs
Bill Recalculations
# | 35 hrs
Understanding Bill Cycles
# | 35 hrs
Credits, Adjustments & Negotiation Skills
# | 35 hrs
Troubleshooting Promotions
# | 35 hrs
High Balance Accounts
# | 35 hrs
Payment Arrangements
Payments
# | 16 hrs
Payment Arrangements
# | 16 hrs
Additional information about Credits & Adjustments
# | 16 hrs
Account suspension statuses
# | 16 hrs
Rate Plans, Services & Features
Rate Plans
# | 24 hrs
Features
# | 24 hrs
Promotions
# | 24 hrs
Billing for Rate Plans
# | 24 hrs
Specific types of offers (e.g., - Smarshed, Roambee, T-Mobile Tuesday)
# | 24 hrs
Business Rate Plans
# | 24 hrs
Retention
De-escalating situations/ Escalation Handling
# | 18 hrs
Retention offers
# | 18 hrs
Saving Customers
# | 18 hrs
Difficult customer scenarios
# | 18 hrs
Revenue
Art of Creating Value (Understanding products and services)
# | 11 hrs
Positioning of products and services (Family Mode & T-Mobile Money)
# | 11 hrs
Device Programs
T-Mobile’s product Line – devices
# | 16 hrs
Troubleshooting
# | 16 hrs
Device Set-up
# | 16 hrs
Upgrades
# | 16 hrs
Value Added Services
# | 16 hrs
Warranty Exchanges
Warranty exchanges
# | 14 hrs
Insurance Claims
# | 14 hrs
Troubleshooting warranties
# | 14 hrs
Insurance versus Upgrades
# | 14 hrs