Heres a more accurate job description of the billing department at Spectrum.
-70-90 calls a day(50 if you're new)
-90% of the calls are customers who will lie to you, beg for something you can't give them, call you a liar for not giving it to them and generally use you as a punching bag.
-Company would rather you mislead the customer than transfer them to the correct department.
-Since we're talking about transferring calls, which is a core metric that can get you fired. The billing department receives all customers who have a past due balance, even 1 day(35 total). So any customer who's looking for TV or Internet repair will automatically come to you just for you to transfer.
-Do you enjoy irate customers that you can almost never help? Well thanks to the vast majority of sales agents who intentionally mislead customers(mostly elderly) and use slick wording to get more of a commission sale you will have 20-30 of these calls a day.
-Looking to move up in the company? Well I've seen more outside hiring for trainer, supervisor and manager positions then in-house.
Literally the job is a negative. Unless you're looking for something short-term or just absolutely desperate to get employed right away take any other job in customer service over this position.
You are a stat not a human being, your supervisor doesn't care about you one single bit even though he/she plays the part. The day they have a meeting with their manager about overall stats(department/team/individual) they act as though their head is on the chopping block and they will absolutely throw you under the bus, I've seen it many times and experienced it.
It is a very metric driven job, which I understand people have to perform, or else everybody would just sit at their computer and never take calls. But this company takes it to a disgusting and mentally abusive level.
Management, just all of it is bad. I understand they run a business but I've never seen a company cared so little about employees.
Couple quick ones:
1. If you don't live in a Spectrum area your incentive is a terrible channel lineup but thankfully they have employees HBOMax(only incentive). While employees that are in a spectrum area get free internet and TV.
2. You can get two small raises for excelling in your position. Not going to go into detail, but not only does it take at least one year to get both of these promotions, you have to be in the top 10% most of that year almost every cycle, and then you have to take a test with questions that are outdated and sometimes incorrect. Basically work your butt off for a chance at a small raise. What happens if you fail. Congrats, you just started over completely.
