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Specialist, LER Emergency Response Center

3 months ago

Allentown, United States Disability Solutions Full time
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

At T-Mobile, we strongly encourage everyone, including people of color, veterans, military spouses, individuals with disabilities, lesbian, gay, bisexual, transgender, queer and non-binary people, and parents to apply. We are an equal opportunity employer and welcome everyone to our team. 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 by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.

T-Mobile has consistently been recognized as a Best Place to Work thanks to our crew of diverse, multi-talented self-starters who are ready to go go go... And T-Mobile is recognized as a best place to work for LGBTQ employees by the Human Rights Campaign Corporate Equality Index five years in a row. A designated Military Friendly Employer by Military Friendly for eleven years running. And with a 100% score on the Disability Equality Index, our diversity across gender, race and ideas drives us forward.

T-Mobile's Legal and Emergency Response team (LER) protects the confidentiality and security of T-Mobile subscriber information while providing outstanding customer service to those seeking lawful release of subscriber records. LER is committed to being an engaged and high-performing team that supports T-Mobile, its customers, and agencies or entities that serve legal demands for customer information with quality, efficiency and in compliance with law. LER has the following four major areas of responsibility: CALEA/ECPA/NSA Compliance, Emergency Response Compliance, Government Support, and LER Technology Roadmap & Support.

The Specialist, LER Emergency Response Center provides 24 x 7 phone support to Law Enforcement Agencies (LEA) and Public Safety Answering Point (PSAP) requestors. The Specialist shall respond to requests that are of an emergency or exigent nature. The Specialist will receive off the phone exigent requests where they will then need to process and respond to these requests in a timely manner. The Specialist position requires strong interpersonal skills, excellence in courtesy and concern, as well as always maintaining professionalism to provide a valued experience.

What you'll do in your role.

  • Answers telephone calls that come into a call center-like queue from external sources as well as escalated calls occasionally. Also resolves priority relative to emergency issues.
  • Ability to receive, process, and respond to written exigent requests in a timely manner. Also needs to apply resource documentation for reference to deliver a consistent response.
  • Ability to work evenings, weekends, Holidays, overtime, or varied shifts as assigned. This position requires reliable, predictable, and consistent attendance.
  • Meet established department productivity and quality standards.
  • Complete training requirements to stay current on existing policy and procedures, to grow skills, and to maintain proficiency on company values and organizational requirements.
  • May travel to represent T-Mobile in court as a custodian of record on rare occasions.
  • Also responsible for other Duties/Projects as assigned by business management as needed.

The experience you'll bring.
  • Experience in a call center environment, or comparable customer service experience or PSAP (public safety answering point) queue experience.
  • Prior experience with Law Enforcement Agencies (LEA) or Public Safety Answering Point (PSAP) preferred.
  • Microsoft Office
  • Organization, attention to detail, Confidentiality, Strong Communication.


• 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.

Base Pay Range: $24.24 - $43.72

Corporate Bonus Target: 5%

The pay range above is the general base pay range for a successful candidate in the role. The successful 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.

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. Most Corporate employees are eligible for a year-end bonus based on company and/or individual 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. To find the pay range for this role based on hiring location, click here.

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, 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 by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.