Pros
I liked all my managers. Everyone had an open door policy. I liked my co workers very much as well.
Cons
This is a union busting company. All new hires in a similar position start at $11.00/hour which is not a living wage in Washington state. As an employee who had been at the company since before the Frontier corporate take over, my earnings were much higher. When the last contract was finally approved, employees such as myself were forced to take a $3.00 pay cut over a period of time in addition to footing an incrementally increasing percentage of healthcare costs, whereas the previous company, Verizon, charged employees zero for healthcare. Managers at Frontier are expected to pay on average $500 - $750 monthly for their health care plan. Frontier initiated these wage cuts and employee contributions to healthcare costs while at the same time awarding their CEO a seven million dollar bonus. In another aspect of life at Frontier, the company initiated post call surveys evaluating the level of service the customer was given. This in theory is a good thing. However, during the post call survey the customer was asked "if you owned a business would you hire the representative you last spoke with?" Therefore, the weight of a company caused error which was usually the case, was placed totally on the customer service representatives shoulders, rather than the company taking responsibility. Ratings in post call surveys could aversely effect an employee even if they had corrected the issue. Frontier likes to say that the customer is the first priority, therefore reps try hard to solve the customers issues, but Frontier tracks "deviations" from assigned breaks and lunches, so if a representative completes the task at hand but the call extended into a scheduled lunch or break, a mathematical equation "dings" the rep for deviating from the schedule, even if the rep took the necessary time to solve the customers issue, again usually caused by the company. After the initial Frontier take over, thousands of customers who paid their bills via auto pay suddenly found their auto pay cancelled in error. The problem went on for months. Finally, call center reps were told a credit for inconvenience could be added to the customers account if the customer requested it, but only if the customer agreed to subscribe to Frontier's virus protection which included an early termination fee. This is absolutely stunningly true. Additionally, when a customer signed up for service they were to be offered a contract in order to "lock in" their rate for anywhere from 1 to 3 years usually. The order entry system would then default to "auto renew", whereby their contract would automatically renew for an additional 1 to 3 years unless the auto renew option was turned off. I witnessed numerous cases where customers would find themselves locked into contracts for landline phone service for years and years due to the auto renew default. In the four years I spent on the job while employed by Verizon, I can recall one time receiving a call from a customer who's scheduled installation had not taken place and they had not received a call stating the install would not happen at the scheduled time and a reschedule was necessary. But at Frontier I usually received a call like that almost every single day and I was just one of at least 100 call center reps. The scheduling department usually said that an auto call was made to the customer at their given contact number if the appointment was not going to happen. However, the auto call would not be made to the customer until 3:00 or 4:00PM, after they had spent the entire day waiting. Ordering internet services using Frontier's aged system was another adventure altogether. Previously, under Verizon, if internet services were unavailable at a customers address for almost any reason, the order could not be placed period. But at Frontier, I could order internet service for almost any address in the nation and the system would allow the order to be scheduled out, regardless of the fact that we might not have even been the provider in a given area. As the scheduled appointment would grow near, usually on the day before install, the customer would receive a call stating they were out of our service area or service was unavailable to them. Reps at Frontier work hard, and their jobs are made harder usually due to the company's errors. Morale is low and turnover high, and pizza provided to the call center is not the solution. The problems emanate from the top down and by the time the call center reps inherit the issues, the problems are too ingrained and often remain unsolved. Extremely frustrating.
