Pros
The best thing about the job is the benefits and the pay. For similar work, the pay was above average and of course the phone package was wonderful.
Cons
The actual job description changes every six months. I went from straight customer care to customer care with troubleshooting to customer care in sales. Training for each new element of the job was minimal and consisted of mostly role playing. Truthfully, I didn't mind learning about troubleshooting. What I minded was the turn to sales -- selling people data plans that can't afford to pay their bill is not good business in my opinion. Also, I didn't care for changing my shift every six months. Usually I was "ranked" high enough that I would get one of my top choices, but some people were stuck with a shift that didn't work for them with no recourse. My experience with supervisors was also mixed. My direct leadership (senior reps and coaches) were generally positive. The general manager however was so focused on not having negative numbers or stats that he would constantly (daily) send out horrible emails without any notice of my positive stats. Specifically I ranked high in customer satisfaction, but low on hourly sales and was called out for that. Also, T-Mobile tends to operate on constant and vocal feedback, so that if there is an area lacking in your performance it is vocalized loudly and publicly.
