If you have T-Mobile cellphone service and need to talk to customer service, your call might get routed to the company’s 600-employee call center in western Henrico County.
The employees there take their jobs as problem solvers seriously — with many of them describing in a workplace survey how it is personally fulfilling to help customers.
T-Mobile is “redesigning” customer care as it aims for employees with a “tenacious commitment” to customer service, company officials said.
“We’re aiming to be famous for care, while setting all of our employees up for success, in whatever they choose to do,” said Therass Brooks, director of the T-Mobile Richmond Care Center.
“We put a ton of emphasis on training and career development and have specialized training and coaching that shows a clear pathway to career growth,” Brooks said.
That’s another theme running through employee survey responses, captured best in the statement from a worker that the job is “challenging and rewarding at the same time.”
“We want all our employees to feel valued and appreciated, especially our frontline,” Brooks said.
“That’s why in additional to competitive benefits and pay, we have a comprehensive rewards and recognition program.”
The company’s online “Appreciation Zone” allows employees to nominate each other for special awards or simply send “good job” e-cards.
“These special awards and recognitions are an awesome way to make sure our employees feel the love, but we also want employees to know they are valued outside of these occasions and milestones,” Brooks said.
The company’s call centers have amenities such as fitness centers, game rooms, an on-site café, relaxation zones and customizable work stations.