Worker-Hostile:
Orientation over two days (yes, two!) includes separate anti-union segments, including how some linemen in Maryland don't get discounted cable at home because they didn't include that in their negotiations.
Orientation also worships Grandpa Roberts, the benevolent businessman.
There is a rule that you must work there for one year before getting any sort of promotion, even if you have prior call center experience.
Harsh 90 day no-tolerance policy for lateness, or even planned-in-advance absence. Saw a veteran who needed services from the VA get a "verbal written warning" which he was not allowed to keep a copy of, but would be counted as a strike against him towards a termination. He left before that happened, because the policy is so worker-hostile. The VA is only open government hours.
Junior management took special pleasure in writing me up for being under three minutes late.
Poor Training:
It's clear the training program assumes high turnover, and so rushes to get value out of you.
Training is the equivalent of having your skull opened and a jumble of information dropped onto it. Then stirred. It's too much at once.
There is no use-what-you-learned live training, so you learn about three or four weeks of material then get dropped into taking live calls. They do not give you a limited area first to master, though this would be trivial with their ACD phone system. Cable TV troubleshooting is the easiest, but they don't let you do just that for a few days.
General:
Most of the support issues are around billing. Even the "new and improved" billing is every bit as convoluted as it has been. Multiply that by multiple billing systems for different regions.
Their phone service is not mature. Most of the fixes involve power cycling the phone "modem".
It's an open secret that they must staff to certain levels to keep the FCC happy.
Location:
The Hudson NH location is at the dead-end of a warehouse district, so there's no good food options nearby.
The in-house cafeteria isn't great, but is priced higher than wages should allow. It's a modern company store.
Lunch is only a half hour, so unless you drive to the main strip and eat on the way back to the office you are stuck with a brown bag.
