T-Mobile is looking to cement its recently earned position as the top U.S. carrier for customer service with the opening of a brand new customer care center that will substantially increase the number of customer care employees. The company says the result will be a growth in the number of customer care representatives of up to 50-percent – approximately 400 new representatives. In fact, the state-of-the-art facility opened yesterday in North Charleston, South Carolina, where the company has been operating for around a decade. Once fully operational, the new location will house around 1,200 customer care workers for the company, servicing T-Mobile postpaid customers. Presumably, that includes existing customer care personnel who will be moving over from the previous service center to the new location.
Touting its achievements in the mobile industry and in the local community, T-Mobile says that it also hopes to build on awards it's achieved as an employer. Specifically, the company points to awards from both Fortune and the South Carolina Chamber of Commerce – from 2018 and 2016, respectively. In both cases, the company has been called out as one of the best places to work both in general and in the area. According to Executive Vice President of Customer Care at T-Mobile, Callie Field, the growth of the company over the past several years has hinged on employee satisfaction. The new care center is an attempt to build on that. Pointing to closing customer care centers run by other carriers, Field says that the new facility will widen the gap that already exists in customer care quality.
A major part of that, the company says, comes down to an aspiration to create a thriving, supportive workplace in order to inspire workers to better serve customers and their local communities. As part of its approach to that goal, the new facility features a fitness center, game room, and relaxation center for employees to unwind and regroup. Finally, in celebration of its new facility and in the promotion of the core values the company says it strives to instill in its employees, the T-Mobile Foundation has promised a $10,000 grant to the Carolina Youth Development Center.