customer service representative

T-Mobile

T-mobile does a very poor job supporting frontline sales workers. 

Combined with the poor pay, and extremely poor network, it is very difficult to close sales and keep the commission because many people simply choose a cheaper or more effective network. 

This means that if you are trying your best and putting sales up you can get slapped in the face with multiple returns because the network is simply awful. 

Additionally, the retail support line and customer service line have absolutely no idea on how to retain and properly assist the customer. 

For instance, there have been multiple times I have had a customer come in and they were promised free devices, credits etc. and then when we say we cannot do that, the customer is now extremely angry at us. 

For a company that supposedly champions setting the right expectations, it does a very poor job at that. 

Finally, perhaps the must frustrating part of this entire job is the network merger. In many areas including my own, the service from Sprint is far better than that of T-mobile’s. Management says that both networks are combined, however, this is at best mistake or at worst a flat out lie. Having dealt with multiple sprint consumers I can, with out any doubts, tell you that the T-mobile network is by far a tragedy for those who were used to the robust and reliable sprint network. 

Overall, I really wish that upper level management would help support the frontline sales team instead of setting the wrong expectations from the top down. Additionally, the customer service team needs a complete overhaul. 

On the bright side, many store managers and assistant managers are very nice people and very accommodating. My manager often interjected and supported me if there was a rude customer. However, due to the multiple issues with this company, I plan on leaving and I am already pursuing a new job.   

In terms of my experience working at T-Mobile, I have to say that the long hours and high quotas were a significant challenge. As a store manager, I was expected to work well beyond my scheduled hours, often putting in extra time to ensure that our store met its sales goals. While I was paid a salary of $40,000, it often felt like I was working for far less than I deserved.

One of the biggest issues I faced at T-Mobile was dealing with apathetic district managers. These individuals seemed to have little interest in supporting store managers or helping them meet their goals. Instead, they were focused on their own metrics and seemed to care little about the challenges we were facing on the ground.

Despite these challenges, I have to say that my time at T-Mobile taught me a lot about sales, customer service, and management. However, if you're considering a career in this field, I would advise you to do your research and make sure you're ready for the demands of the job. If you're looking for a job in this industry, I would recommend using Indeed to find opportunities that match your skills and experience.

Pros: good benefits 
Cons: almost impossible to move up unless you know someone higher up
- it’s hard to move to full time. Your managers will tell you how awesome and amazing you’re doing with good area to improve in but when you tell them you need more hours they’ll hire someone from another store and give them full time hours when you requested full time with multiple openings 
- your paycheck and commission check is 1 big check and once you get taxes taken out you do not receive an hourly check because taxes are going to take up your entire hourly so it’s like working 2 weeks completely free. For example if you get a $1,400 commission check but  you also get a $700 hourly check. Once T-Mobile puts your 2 checks as one big check taxes will eat up the hourly only leaving you with a commission check. They should give you 2 SEPARATE checks so that you can actually get your money’s worth
- the customer is always right even if they are 100% wrong they are always right and if a customer does not like you and give you a terrible survey you will get in trouble for it

Unlike anything I've encountered before! The environment is comfortable, vibrant & colourful which contributes to the motivating climate. A typical day incorporates pushing productivity and is target-driven, dealing with international UK clients.
Management is extremely target-driven; striving to build company prospects. They liaise well with floor staff and observant of employee progress, offering appraisal where and when deserved.
The hardest part is achieving stretched targets set by the company while providing the best service to our clients and achieving overall customer satisfaction.
Dealing with clients, extramural activities and services available for part of the most enjoyable part of the job.


The benefits working for the company are pretty decent - but management is a mess.  With so many changes, no one ever knows what is going on.  It's a true case of "the left hand doesn't know what the right hand is doing".  Goals were unrealistic and lower level employees were often in a position to feel that cheating was the only way to get ahead.  I will say that the corporate office is likely very different than the individual centers - so my review is based solely on a center - not the corporate headquarters in Kansas City.  There were many outstanding employees and I loved working with them - however, workloads were often more than anyone could handle so the stress level was incredibly high for most people in the middle-management ranks.

No paid off they do not work around school schedules for a company who says they have tuition reinversment and you can’t even go to school. If they Do give you off for school they begin calling you expecting you to some how work on your off day that you are at school. Constantly telling employees they will be fired faster than they were hired. This is a large reason of why connectivity source has a HIGH turn over. Also there is no trust in management from lying about promotions to false promises on raises, ive even heard of managers adding phones that are not known about to people’s accounts. 

There have been a lot of unethical things done at Sprint. The first would be not being able to use all of your pto based on the approval of your manager, and the pto that you don’t use will not roll over. Most of the reps were not able to use most of their pto.The company does not care about work/life balance. There have been times where I had to come into work on my day off for meetings which is inconvenient. The managers were not properly trained well which puts stress on the reps.

TMobile is a great innovative company with lots of great people, good inclusive culture, and good management.  Like most telecom companies there's limited room for advancement, harsh retail schedules with blackout periods during year especially the holidays, and evening hours which can be challenging with two working parents.  Hardest part of this job is the schedules and dealing with black out periods during the year.

Positive culture with promotion opportunities for those who overachieve, demonstrate leadership initiative, and proactively participate in the appropriate development path. Typical struggles exist that you would experience working for any fortune 100 company.

Well Working at t mobile. It can be a lots of fun. Management Always do there best to work around our time.The people i work with are great.The hardest part working with T mobile is most likely the daily goal we have to hit.what i Learned working here you have to have patience working with customers.I have learned How to deal with angry customers .

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