Pros
Benefits Free cable and Internet The people are nice. I think it could be a good job if your not on the phones and not interacting directly with customers.
Cons
The job description is misleading. They claim it's not a sales job all through training but it is. 90% of your emails are about sales. They tell you it's not because your income is not commission based but hourly. They will not tell you in training what you can earn. Caused many long unnecessary debates in training over this. However if you can make a lot of sales the payout can be significant. Seems like something that might be important to some people to know before choosing a position. The system they use is older then me. Hard to learn/use. Tons of errors. The training does not prepare you for the job. We didn't get to hear a single call till 5 weeks into training when we got to listen to other reps on the floor for 2 hours. Which they rescheduled multiple times because apparently there was no availability for listening? We were supposed to listen to calls for a whole day which I find very helpful and asked multiple times for more time and they would say they will see if they can schedule the class for more time. But never happened. (I've worked at many call centers in the past and this was a very important part of the training process and I cannot believe they would give us only 2 hours of listening to live calls.) In the two hours we listened to calls If it was me I would have no idea how to help most of the people, and I was a top performer in class. Also throughout the 6 weeks of training we had 3 different trainers all with different learning styles made it very difficult to retain info or get accurate info. The moved us from a large classroom where we could spread out to a small room where there wasn't enough seats for everyone e to take calls for a week. It was too loud and u could not hear the customers and I'm sure they were just as annoyed by the background noise. Most customers call in already mad about something because no one knows anything here and stuff is always getting messed up. And you are expected to sell to them. I never had too many problems with my services till after I got my free services.. After tat I had nothing but issues and no one knew how to fix it. I had called In to the employee like to upgrade from preferred to premier and get a new modem hoping that would solve the issues. Premier is 100mbps after I upgrade I could not get above 25 Mbps. So I called into tech support and he immediately saw the problem they used an old code that is for older modems so limits your speeds but you still pay the price for the higher speed. However there was nothing he could do because only the employee line can make changes so I called the next day and told the girl what had happened. And she said no his is the code I would use if you were setting up new services. So I luckily got the code from the tech support guy and gave it to her and she put it in and what do you know premier for docsis 3. So if anyone's still working there and has higher then the 50mbps data I suggest you call into tech support to make sure your on the right speed because they are using an old code that is slower the the free service we get and you now have to pay for it. After I quit I called to have the TV services removed and it took 30 minutes for them to remove everything. This is why their system is not efficient and why customers get annoyed when they call because it takes forever to do something even simple. Not to mention going over billing is super confusing and this position is primarily about billing issues when your not trying to sell them something if you can anyways because they are already mad about the ridiculously high prices that their bill went up to after the promo ended that they were never told about.