Expert, Capitol Hill

Job title: Expert, Capitol Hill

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

T-Mobile is seeking a highly professional, service-oriented Government Support Expert to deliver a premium, white-glove customer experience for Members of Congress and their staff, including Chiefs of Staff, Legislative Directors, and other senior personnel, within the Longworth House Office Building. This high-visibility role serves as a dedicated on-site liaison responsible for providing expert account support, order fulfillment, issue resolution, and relationship management in a fast-paced environment where responsiveness, discretion, and executive presence are essential. The position is designed to create a seamless, high-end service experience that reflects T-Mobile’s commitment to trusted partnership, operational excellence, and exceptional customer care for congressional customers and their teams.

Main Responsibilities

• Manage daily in-store operations for the Capitol Hill store, ensuring accurate, efficient, and compliant service delivery for government employees. (25%)
• Provide expert employee customer service and process transactional requests, including device, account, service, and support-related needs. (25%)
• Facilitate and fulfill device and service orders with speed and accuracy, owning requests end-to-end through resolution and ensuring strong follow-through. (20%)
• Serve as a subject matter expert on the frontline congressional customer experience by delivering high-end, white-glove support while identifying operational trends, service gaps, and process improvement opportunities that enhance account support, order fulfillment, and the overall customer experience for Members of Congress and their staff. (10%)
• Maintain a high level of discretion, professionalism, and responsiveness when interacting with senior government officials. (10%)
• Other duties and projects as assigned by business management as needed. (10%)

Education

• High School Diploma (Required)

• Area of study: Business Administration, Communications, Marketing, Retail Management, Operations Management, or a related field

• Relevant or equivalent experience accepted

• Work Experience

• 0–2 years of T-Mobile frontline, retail, customer service, government, or equivalent high-touch, customer-facing operational experience supporting customers in a fast-paced, high-visibility environment (Preferred)

• 0–2 years of experience using retail systems and operational procedures to process customer transactions, support account requests, fulfill orders, and ensure accurate service delivery (Preferred)

• 0–2 years of experience providing white-glove service, resolving customer issues, supporting senior leaders or high-visibility stakeholders, and identifying customer experience trends, service gaps, or process improvement opportunities (Required)

• Knowledge, Skills, and Abilities

• Customer Service and Employee

Experience

• Ability to deliver professional, accurate, and solutions-oriented support to employees and leaders in a high-visibility store environment. (Required)

• Retail Systems and Procedures: Proficient understanding of retail systems, store procedures, transaction processing, and operational controls. (Preferred)

• Communication: Excellent written and verbal communication skills; able to document findings clearly and communicate with business partners at multiple levels. (Required)

• Executive Maturity and Professional Presence: High level of judgment, discretion, and maturity to support senior leadership visits and operate successfully in a visible headquarters environment. (Preferred)

• Insights and Problem Solving: Ability to participate in testing programs, identify defects or process gaps, synthesize feedback, and provide actionable recommendations. (Required)

• Licenses and Certifications

• Microsoft Office Specialist certification in Microsoft 365 Apps, Excel, PowerPoint, Word, SharePoint, or equivalent productivity tools training (Preferred)

• Other Requirements

• Must be able to work a flexible schedule, including day, afternoon, and graveyard shifts, weekends, on-call, and holidays

• At least 18 years of age

• Legally authorized to work in the United States

• T-Mobile requires U.S. citizenship for certain roles within the organization. This role requires U.S. citizenship. Individuals hired into this role will be required to submit documentation proving U.S. citizenship within the first 7 days of hire - failure to do so will result in termination.

Travel:

Travel Required (Yes/No):

DOT Regulated:

• DOT Regulated Position (Yes/No): No

• Safety Sensitive Position (Yes/No): No

• Total Target Cash Earnings Opportunity: $46,104 - $83,189

• National Base Pay Range: $21.11 - $38.09

• The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

• The base pay range reflects the compensation component of this opportunity. The candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ380168&paradox=1

• At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Corporate employees are eligible for a year-end bonus based on individual and/or company performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.

• At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

• Never stop growing!

• As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

• 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, genetic information, 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.

• Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know.