T-Mobile, Sprint Opens New T-Mobile Customer Experience Center in Henrietta

T-Mobile US and Sprint Corporation have selected Henrietta, New York, as the location for their previously announced Greater Rochester area Customer Experience Center (CEC), subject to the close of their merger to become the New T-Mobile.

At full operation, the New T-Mobile CEC facility in Henrietta will directly employ more than 1,000 workers in the community and indirectly produce another 500 to 600 jobs. The new CEC jobs will feature great wages and benefits and will make the New T-Mobile one of the region’s top 20 largest employers.

The Henrietta CEC will support the expanded deployment of T-Mobile’s innovative Team of Experts (TEX) service model, which provides customers direct personal access to a dedicated team of specialists when they call or message for assistance. Specialists based in the Henrietta CEC will serve a large portion of the Northeast, including New York State. T-Mobile is not seeking any economic incentives related to this facility.

In selecting the Greater Rochester area, T-Mobile engaged the Center for Governmental Research (CGR), an independent nonprofit consultancy, to conduct a thorough assessment of the economic and fiscal impact of a proposed Henrietta CEC on the Greater Rochester region. CGR found that the new development would likely generate significant economic momentum for the Greater Rochester area.

According to CGR’s analysis the region will see the following benefits:

•Spillover effects of New T-Mobile’s investment will generate 500 to 600 jobs in addition to the up to approximately 1300 direct CEC employees within the region.
•CEC employee payroll will range from $22.1 to $26.0 million and will generate a combined income/sales tax of $1.5 to $1.8 million.
•Construction-phase investment will produce 200 direct and 30 spillover jobs with a total combined payroll of $13.0 million.
•Compensation and spending at the fully operational CEC will include $2.6 to $3.2 million in income tax and $1.7 to $2.0 million in combined state and local sales tax.

“There’s a lot to love about the Greater Rochester community -- and I’m excited for the New T-Mobile to become a bigger part of it,” said T-Mobile and New T-Mobile Chief Executive Officer John Legere. “This area is known for its innovation, entrepreneurship and having some of the nicest people around… come to think of it, that sounds a lot like Team Magenta! We can’t wait to open our new Customer Experience Center in Henrietta, welcome more than 1,000 people to our T-Mobile family and get to work taking care of customers!”

“T-Mobile’s decision to invest in the greater Rochester area following its proposed merger with Sprint demonstrates once again that New York State is open for business and is a testament to how the private and public sectors can work together to spur economic growth upstate,” said New York Governor Andrew Cuomo. “We look forward to welcoming New T-Mobile and the more than one thousand new jobs it will bring.”

"I’m delighted that this project will help strengthen our regional economy and bring over 1,000 new, good-paying jobs to our community. I am grateful to T-Mobile, pending its merger with Sprint, for choosing to invest in Rochester and look forward to working with them to increase innovation and provide new opportunities for our working families. I also look forward to working with New T-Mobile to address the digital divide as it deploys a 5G network that can help bring high-speed mobile service to customers across the state, including those in rural areas," said U.S. Representative Joe Morelle (New York 25th District).

Henrietta CEC employees will get to experience firsthand why T-Mobile is consistently recognized as a great employer year after year for its continued commitment to creating a positive workplace. In addition to competitive pay, all employees will be eligible to receive the great benefits that T-Mobile offers today including health coverage, stock grants, career development opportunities, college tuition assistance, a childcare subsidy benefit, paid parental leave and adoption/surrogacy benefits.

CGR estimated that 180 Henrietta CEC workers would access more than $385,000 in tuition assistance benefits offered by T-Mobile. The Un-carrier has earned nearly 60 national and local workplace awards in the last year, including Best Places to Work honors for parents, diversity, women, Hispanics, LGBTQ and more. T-Mobile’s care centers were specifically recognized on best place to work lists 22 times in 2018 alone!

The New T-Mobile’s investment in Customer Experience Centers, including previously announced new locations in Kingsburg in Fresno County, California and Overland Park, Kansas, and expansion of other existing centers will create more than 5,000 additional American jobs by 2021. The combined company will have 7,500 more customer care professionals in 2024 than the two standalone companies would employ.

This is just one way the New T-Mobile will invest billions of dollars in job creation and infrastructure in the U.S. Together from day one, Sprint and T-Mobile 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.