Lumen reviews

Micromanagement is out of control. Short sighted leadership with no commitment to the market. They brow beat reps, practice a "do as I say, not as I do" mentality. Leadership has the mentality of small business AT&T and have no clue how to work with global accounts or seasoned sales professionals. Process are beyond broken, products cannot get installs, the back office is never held accountable and everything falls back onto the back of sales reps. You need a PHD in rocket science to figure out the commission plan and how you get paid. They have lost incredible reps because they never get paid. It is a toxic work environment and is only going to get worse. Local and regional management is the worst. With the impending merger of Level 3, it is even more of a disaster in the making.

This is not a CSR position at the San Marcos, TX location. You will handle billing inquiries and you are required to make sales pitches on EVERY call. You are expected to keep calls to 10 mins or less. Most calls are confrontational in nature, verbally abusive and degrading. Supervisors listen in on calls, send IM's over your screens during your calls with sales instructions and questions and then personally critique your sales performance almost hourly and share it with the entire floor. High pressure sales push .... all day, every day. You could get tied up trying to help a customer with their services for up to 40 mins and still be expected to sell them something more and get scolded for your handle time. Point system for infractions is one way only, no reductions, no credits, no partials. If your late, it's the same negative infraction as being absent. A "lose/lose" environment. So take the day and the black mark. Ongoing 30% turnover rate, mandatory overtime, 30 min. lunch, late days, early mornings, blackout days...etc.etc. Not a good call center for a "CSR" job.