Cox Communications reviews

THE MOST STRESSFUL JOB I HAVE EVER HAD!! Order entry system (ICOMS) is ridiculously dated and hard to use- lots of errors- campaigns and discounts are overly complicated and confusing, KIQ knowledge base is awful, hard to search and often crashes. The training does not prepare you for the job- Customers call in usually ticked off with issues you have no idea how to fix, have never been trained for, but are required to handle- getting a help desk representative takes average 5-10 minutes of your allotted 600 second AHT requirement. Expected to sell products that do not benefit customers- Force home phone service that customers do not want in bundle prices- I personally was coached to be dishonest to customers to gain revenue and/or sell additional service units. Expectations are impossibly high!! Only successful retention reps are those who have been working there for years- started when things were much less complicated.

Constant stress to sell to callers who are upset that their services aren't working. Shift bid every 6 months. You could start anywhere from 5am to 5pm. At one point I worked 3pm to 2am. Good luck getting a holiday off. 24/7 and 365 day call center. You will work at least one weekend day. And weekend vacation requests are booked sometimes 2 months out. They aren't flexible. If your new schedule doesn't work with your school or child care schedule they will tell you oh well. Not paid enough for all the knowledge you are supposed to know. Turnover is high and they don't care. They are happy if they get 2 years out of you. Holiday pay doesn't mean you get the day off. I don't float to different jobs. I put in 10 years at the job prior to this one. I could only do 3 very unhappy ones here. I am so happy at my new job. This is only for the call center job. I know field techs that are happy. Everybody wants out of the call center so bad that when a position opens you are going against 100 people.