Good pay and benefits at the cost of your mental wellbeing - Account Expert T-Mobile Employee Review

3.0
24 Feb 2024
Recommend
CEO approval
Business outlook

Pros

Good pay and benefits, commission bonus

Cons

Customer treatment is harsh, that’s the worst part of the job. internal support depends on your direct superior/coach so it can go either way, everyone has pressure coming from their superior and it all ends up on the little people on the phone. incoming calls are relentless (~10 seconds between calls when queue is full) so there’s no time to breathe after particularly hard calls. penalized/talked to if you have to use the bathroom outside of your break or lunch time. expectations and metrics are constantly changing. the competition for positions to get off the phones makes it almost impossible to move up and permanently get off the phones. support can be reluctant to take escalated calls and force you to continue talking to hostile customers even after you’ve tried multiple ways to de-escalate the situation so they basically just let you get verbally abused for longer. they want you to be active in the group chat (posting if you collected money, or your call is under a certain time limit, etc.) but if you’re too busy focusing on your calls to actually meet those somewhat unatrainable metric goals they have set for you, you get in trouble. Under previous leadership, I think the job was much easier but the Salem center wasn’t performing as well as other call centers. We got new head leadership and lots of changes happened. It was a hard adjustment for even long term employees and many people who were there for 5+ years started quitting or just expressing how unhappy they are now.

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5.0
2 Apr 2026
Recommend
CEO approval
Business outlook

Pros

Great company. Great perks. Free lunch every day

Cons

Hard work cold calling and some territories harder than others

5.0
22 Mar 2016
Anonymous employee
Recommend
CEO approval
Business outlook

Pros

Training and "green days" to work on training courses online, team activities for teambuilding, excellent benefits including up to a 10% yearly bonus (merit-based), tuition reimbursement, extra insurance options besides health insurance (pet insurance, free life insurance up to 1.5x yearly salary), stock purchase options and yearly stock award to each employee. One of my favorite benefits is job swaps - so long as your manager clears it, you can swap jobs with an employee from another related department for up to a couple months to gain insight and experience into what the other department does from day to day. I left my last company as it had become a bad environment, and after joining with T-Mobile I realized it was one of the best decisions I've ever made. There are very few days where I wake up not wanting to go to work, and I learn something new every day. When I come across a process I'm not familiar with, my teammates are more than happy to provide on-the-spot training, or schedule a time that works for both of us to do so. Above all, the managers set you up to succeed rather than to fail - they want you to do well, and do everything in their power to make sure you have the tools to do well.

Cons

There's some of the same political bs that any company has, but my team has two excellent managers that make work enjoyable. There are a couple personality issues within the team, as happens with any job, but overall everyone gets along. As far as training goes, there wasn't a whole ton initially (though I believe it's more due to the nature of the job - it's impossible to condense everything into a couple week training course).

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T-Mobile Response
9y
Thanks so much for taking the time to write this -- we love hearing how much you love coming to work! Your words were spot on when you said your team wants you to "do well". That's exactly what we want for all of our team members! The nature of our business is constantly changing and we know how important it is to provide good benefits and equip you with the training and development you need to be successful. We're glad you're taking full advantage of all of it. As we continue to grow and evolve, so will our training and tools. If you ever feel like you're not getting enough of what you need, though, talk it over with your manager and they'll help you get back on track. Thanks again for your feedback and your dedication to T-Mobile. -- T-Mobile Careers Team
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