KINGSBURG CUSTOMER EXPERIENCE CENTER - BRINGING THE UN-CARRIER TO THE - Kingsburg, CA
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BRINGING THE UN-CARRIER TO THE KINGSBURG CUSTOMER EXPERIENCE CENTER Jim Gebing Vice President, Customer Care Daniel Doerschel Director, Kingsburg MISSION, TX CEC
ALBUQUERQUE, NM CEC
OUR MISSION:
BE THE BEST IN THE WORLD
AT CONNECTING CUSTOMERS TO THEIR WORLD
OUR VISION:
BE #1 IN CUSTOMER CHOICE
I N CUSTOMERS’ H E A R T S
TOGETHER WE ARE THE WE WON’T STOP.
We are relentless. Striving. Never complacent. We find a way,
UN-CARRIER busting down barriers. We don't wait for change, we make it.
ONE TEAM, TOGETHER.
We celebrate each other. Listen to and empower each other.
INCLUDE each other. We value what each person brings. That's
how we win.
LOVE OUR CUSTOMERS.
We don't just do customer service. We do customer love.
Simply put, their "happy" is our "happy".
DREAM BIG AND DELIVER.
We aim high. We step out. Take smart risks and own our results.
We act like owners, because we ARE owners.
DO IT THE RIGHT WAY. ALWAYS.
We do the right thing. For our customers, our shareholders,
society and each other. Every time.
MERIDIAN, ID CEC
WE ARE
THE RULES OF CUSTOMER CARE:
We make it easy for you to connect with us.
You will never have to repeat yourself. Ever.
Investing in extraordinary
service is a competitive advantage
You have a team of experts who get it right the first time.
Want to fix it yourself and never call us? We’ll show you how.
HOW WE MEASURE SUCCESS:
Is the customer happy?
Is the customer deepening their relationship?
Is the customer staying longer?
Is the customer putting in less effort?
WICHITA, KS CEC
T-MOBILE EXPERIENCE CUSTOMER
EXPERIENCE
100% Corporate Equality Index
#27 Top Company
Human Rights Campaign, 2021
Linkedin, 2021 HIGHEST OF ANY
(9X Winner) WIRELESS PROVIDER
#307 Best Employer for Diversity #42 Best Global Culture
Forbes, 2021 Comparably, 2021
MOST OF ANY WIRELESS PROVIDER
#83 Best Place to Work Corporate Citizen of the Year
Glassdoor, 2021 Puget Sound Business Journal, 2021
World’s Most Ethical Companies #51 Best Companies to Work For
Ethisphere, 2020 (12th year) Fortune, 2021
HARRISX CSAT LEADER
5 YEARS RUNNING
DIVERSITY, EQUITY & INCLUSION
T-Mobile is a values-driven company that believes in diversity, equity, and inclusion
for everyone we serve
EQUITY IN ACTION EMPLOYEE RESOURCE COMMUNITY OUTREACH &
PLAN GROUPS SUPPORT
A commitment to embed Voluntary, employee-led groups Investing in the communities
diversity, equity and inclusive whose aim is to foster a diverse, we serve through donation
behaviors across our culture, inclusive workplace aligned with matching, grants, disaster
talent pipelines and partners the organizations relief, volunteerism, and more
CUSTOMER EXPERIENCE CENTER
KINGSBURG, CALIFORNIA
NEW FULL TIME JOBS IN TAX REVENUES TO INTO THE CENTRAL VALLEY
THE CENTRAL VALLEY ECONOMY ANNUALLY
June 2021 October 2021 December 2021 April 2022
Begin Leadership Begin Leadership Begin Recruiting First New Hire
Recruiting Phase II Recruiting For All Levels Class Begins
PEOPLE
FACILITY
April 2021 October 2021 March 2022
Begin Site Opened the Release of Occupancy
Construction Recruiting and
Leadership Facility
TAKING CARE OF OUR EMPLOYEES
All employees are eligible for annual stock grants and 401k
We offer full-time roles with PTO, paid holidays, and medical benefits
Parents have access to a childcare subsidy, paid pregnancy leave, and
adoption and surrogacy assistance
We offer tuition assistance and courses for continued
learning
Active-duty military are eligible for military leave support
We offer donation matching and volunteer hours
WICHITA, KS CEC
MERIDIAN, ID CEC MISSION, TX CEC TAMPA, FL CEC CHARLESTON, SC CEC
FRONTLINE CAREER PATHING
EXPERT COACH TEAM MANAGER
Start out supporting customers as an Expert, Guide your team of 12 Experts to stay on You lead up to 4 coaches and 48 experts,
where you will own the relationship with your point for our customers. You mentor, inspire driving Un-carrier performance every single
customer base. Dial-in skills like problem and set the tempo for your team’s day. You'll develop your team and serve as a
solving, resolution, and relationship-building. performance. critical link for groups across the organization.
WHAT IT TAKES: WHAT IT TAKES: WHAT IT TAKES:
- High school degree or GED - High school degree or GED - High school degree or GED
- Love connecting with customers & solving problems - 2-4 years of customer service experience - 5+ years relevant customer service experience
- Intermediate computer skills - Leadership experience preferred - 1-3 years leadership experience
- Passion for care, solutions driven - Owning team results and leadership skills - Experience developing and mentoring talent
- Leading your team to craft unique solutions - Ability to lead multiple teams and deliver results
- De-escalate issues & bring out the best in your team - Skilled in customer service and conflict resolution
Photos from Colorado Springs, CO CECCAREERS SUPPORTING THE FRONTLINE
OKC, OK CEC TAMPA, FL CEC CS, CO CEC
Business Support Resource Planning Leadership Development
Track and present the centers Manage center adherence, call volume, Guide future leaders of T-Mobile
performance metrics, trend data and analyze trending and provide staffing towards their goals and find
analysis. recommendations. opportunities to develop core skills.
CHARLESTON, SC CEC MISSION, TX CEC TAMPA, FL CEC MERIDIAN, ID CEC
Learning &
Development I.T. Human Resources Facilities
Onboard and train new hires, Support center with state-of- Ensuring our center is always Providing solutions to all
continue education for the-art hardware, software, fair, safe and an ethical place to logistics pertaining to operating
seasoned front line and support upgrades and updates. work. a safe and healthy environment.
on new initiatives.CUSTOMER EXPERIENCE CENTER
KINGSBURG, CALIFORNIA
Onsite Amenities Including:
Theatre
Game Room
Cyber Café
PATIO Employee Store
GAME ROOM Café Space w/ Kitchen & Servery
Micro-Markets & Coffee Bars
Patio w/ Grills, Games & Seating
Fitness Center
TV Lounge
Mother’s Room
Sports Court
COFFEE LOUNGE CAFÉ- STAGECUSTOMER EXPERIENCE CENTER
KINGSBURG, CALIFORNIA
Environmentally–Friendly
& Sustainable Components:
Building Elements:
Architecture
LED Lighting
Low-VOC Paint LOW-VOC PAINT
ARCHITECTURE
Landscaping
Transportation
Alternative Energy:
Solar Panels
EV Charging
LED LIGHTING LANDSCAPINGLOCAL VENDOR OPPORTUNITIES
We are committed to bringing a diverse group of local vendors
that reflects our company mission and values
GENERAL MAINTENANCE
& REPAIR
LANDSCAPING JANITORIAL • Fitness Equipment
• Parking Lot
• Kitchen Equipment
ON-SITE SERVICES Local suppliers interested in the
• Electrical opportunities above are invited to
• Plumbing submit their interest by emailing
• Fire & Safety FacilitiesProcurement@T-Mobile.com
beginning January 1st, 2022RECRUIT AND ONBOARD LOCATION
Home Base to our Core
Leadership Team until CEC
opens
Local Recruiting
Conduct Interviews
Leadership Onboarding
Manager Training ADDRESS:
7110 N Fresno St
Suite 300
Fresno, CA 93720KINGSBURG
COMMUNITY OUTREACH &
RECRUITING
OUR GOAL
Working with YOU and other local organizations to advance careers
opportunities for underrepresented communities.
SAMPLE TARGET ORGANIZATIONS
• T-Mobile External Diversity & Inclusion Council EXAMPLE ACTIVITIES
• T-Mobile California Sub-Council
• Host Magenta Mixers within the community
• Local Chambers of Commerce
• Engage with multi-cultural student organizations
• Fresno County Economic Development Corporation
for recruiting
• Tulare County Workforce Investment Board
• Join local chambers, attend community
• AMVETS California Charities
networking events and meetings
• Workforce Connection
• Send postcards to community partners to
• America's Job Center of CA
provide visibility into hiring efforts/progress
• West Hills Community College, Fresno City College
• Proteus Inc
We will ramp up our recruiting cycle closer to building completion and continue to grow and expand on these partnershipsBETTER TOGETHER WITH COMMUNITY INVOLVEMENT
CHARITY
NEIGHBORHOOD RUNS LOCAL
SUPPLY CONCERTS FESTIVALS COMMUNITY
DRIVES INVESTMENT
COLORADO SPRINGS, CO CEC SPRINGFIELD, MO CECTHANK YOU! Questions or Comments?
CONTACT INFORMATION
CEC Talent Sourcing Construction /Procurement DE&I
Director: Daniel Doerschel Recruiting Manager: Construction: Eric Bender Sr. Diversity Inclusion Strategy Partner:
Daniel.Doerschel@T-Mobile.com Lilly Ramirez Eric.Bender@T-Mobile.com Anneke Blair
Lilliana.Ramirez@t-mobile.com Anneke.Blair@T-Mobile.com
Sr. Admin: Christina Marshall Procurement: Pam Miller
KingsburgCEC@T-Mobile.com Site Recruiter: Denise Resendez FacilitiesProcurement@T-Mobile.com
Denise.Resendez5@T-Mobile.com
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