T-Mobile and Sprint Announce New York State as Second Location for Customer Experience Center

T-Mobile US and Sprint Corporation announced that, following the merger, the new company will locate the second of five New T-Mobile Customer Experience Centers in New York’s Greater Rochester area. The state-of-the-art customer support facility will support New T-Mobile customers and create at least 1,000 jobs in Upstate New York. 

The Greater Rochester area will join Overland Park, Kansas, as announced locations for new Centers, in addition to the companies’ previously announced plans to expand two existing T-Mobile Centers. Once integrated, the five new Centers will extend T-Mobile’s industry-leading Team of Experts (TEX) customer care model to New T-Mobile customers.

With TEX, customers have direct personal access to a dedicated team of specialists when they call or message for support. These cumulative efforts to enhance New T-Mobile’s approach to customer care will create up to 5,600 additional American jobs by 2021, an average of 1,000 new jobs for each new Customer Experience Center. With the TEX model deployed in all New T-Mobile Customer Experience Centers, the New T-Mobile will employ 7,500 more customer care professionals in 2024 than the stand-alone companies would have employed.

“We love New York! With its business-friendly environment, diverse workforce and strong sense of community, the Greater Rochester area is a perfect location to build another New T-Mobile Customer Experience Center!” said John Legere, T-Mobile US CEO and New T-Mobile CEO. “We can’t wait to start building another team of heroes who will bring their passion for supporting customers to work every single day – and we know the Empire State is a great place to find that amazing talent.” 

T-Mobile’s innovative Team of Experts (TEX) model has changed everything about the customer experience in wireless – because it puts people first. When a customer calls or messages T-Mobile they work directly with a team of highly-skilled specialists dedicated to them and others in their area – or they can ask someone to call them back. TEX specialists work with local retail and engineering to directly address a range of topics and issues for customers.

The new customer care employees will benefit from the qualities that have earned T-Mobile recognition as a best place to work on numerous lists year after year. These new team members will be eligible to receive benefits and opportunities such as significant management preparation experience, career development paths and college tuition reimbursement. 

The new Customer Experience Centers are just one way the New T-Mobile will invest billions of dollars in job creation and infrastructure. From the first day they combine, Sprint and T-Mobile together will employ more people in the U.S. than both companies would separately. Other investments include building out a state-of-the-art, nationwide 5G network, delivering more competition and new choice to customers like broadband, and opening new stores to an expanding customer base. 

The completion of the combination remains subject to regulatory approvals and certain other customary closing conditions and is expected to occur during the first half of 2019. 

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