This is a long list and it's long for a reason, I want to include everything to be sure no one else has to experience the mental anguish and torture I did, it's beyond comprehension what a terrible job this is, it really can't be put into words but I'm going to try.
Poverty level wages
Required tools (SDC Workbench) that must be run each day, functions exactly as the definition of a trojan, this means administrator/root level access to every employee computer, the ability to run hidden commands without ANY interaction or approval from you, completely without your knowledge, this was conveniently left out of training and is not mentioned anywhere, you think you could hire tech people and they wouldn't check the source code? You thought wrong. If you think you own my computer for $9.75 per hour you thought wrong again. If you thought a 50 cent reimbursement would allow this, now you're just really unlucky because you're wrong again.
If the tools that are required to do our jobs aren't working then we shouldn't have to take calls just to keep line adherence, it just makes the interaction with the customer worse.
Positions that originally had nothing to do with sales and were told from the start (no sales), now are required a minimum amount of sales or else you take a metrics hit. I don't know about you but I feel all warm and fuzzy inside knowing I made a multibillion dollar corporation (Comcast) richer without receiving any type commission/compensation for my efforts.
I was a huge fan of the 50 cent reimbursement meant to cover office expenses, I've had the same chair for about 10 years, customers could never hear me because I couldn't afford a new headset (You know where I work, I had about 5 headsets) I would say the office upgrades went well.
No one knows what is going on when, if you ask a question they will get back to you later but I guarantee it won't be this century or even the next.
Hired as internet tech support? What they didn't tell you is that you'll also be phone, video, billing, sales and anything else they want you to be.
RGUS are things they want you to sell:
I posted the calculations of what we would receive or the incentive provided by Comcast for making a sale with information taken exactly from the xchange FAQ and was basically interrogated by a supervisor in a zoom meeting about why I posted it in chat, I asked if they asked anybody else why they posted anything that day, why me? If rgus are on topic every other time with no issue, then why would the incentive information associated with rgus not also be on topic? Why was this questioned at all? I felt as if they didn't want this information to be known and I'm not sure why, sales mentors talk about rgus all day, to what extent should we stop talking about rgus? The conversation with them left me feeling targeted and confused as I didn't understand the reason for the meeting at all.
RGU breakdown, what you earn vs what Comcast earns:
If you sold a bundle plan that costs 139.99 x 24 months, Comcast makes $3359.76 for 2 years, if you get 10 rgus or sales, 3359.76 x 10, Comcast makes $33,597.60 over 2 years, for 1 rgu you get 5 points each, 5x10 = 50 xchange points which means you get $9.34 xchange marketplace only value. (xchange marketplace is basically Comcast's version of a Chuck E Cheese ticket redemption) this means that IF you did a MINIMUM of 10 you would POSSIBLY get $9.34 that has no real monetary value but Comcast made $33,597.60 in REAL money.
The old rgu incentive offered by SDC which is a much smaller company than Comcast, it was $5 per rgu based on specific service, the new incentive provided by a (Comcast) which is a multibillion dollar corporation is equivalent to 93 cents (5pts x 0.1868 cents) per rgu in xchange points, why are sales a requirement when at the end of the day we're taxed for sales? There is an SDC requirement to essentially make Comcast more actual money with a real cash value, in return, we receive xchange points that can only be spent in the xchange marketplace with no real cash equivalent, our checks are taxed as if what we received is cash value or face performance write ups. I would like my checks not taxed at all related to xchange points, the ability to opt out of the xchange points program or if xchange points provided does not have a cash equivalent, the taxes against our checks should also not be a cash equivalent.
Why do the external job board job descriptions look identical to our job descriptions, same position (CST/RST) but they make 10.50/hr + 50 reimbursement (11.00) compared to our 9.75 + 50 reimbursement (10.25) why do they make 75 cents more starting out compared to people that have been with the company for 2+ years, our only option for a raise is based on the scorecard and that's only possible 3 months from now if we achieve "Above Expectations" and/or "Exceeding Expectations" for 3 consecutive months, if we don't reach that goal it may take 6 months or 9 months or more, why do the new positions / job postings get a raise immediately and aren't held to the same scorecard standard that we are? New hires also got a $1000 bonus after 90 days, you will never see that type of check again unless you work 97.5 hours in a week.
Sups only offer input in work chat when something 'negative' is brought up and then chat guidelines/policies are posted but any legitimate questions are unanswered or ignored and left for other agents to answer, you would think that a supervisor could provide more information to work chat if it's known that supervisors don't take calls like we do, if they can see that something negative is brought up, it means they're reading chat enough to also see the questions or concerns.
Why do we not get our days off as full days off, if you work 4 hours of an 8 hour day you get attendance points for it, but if I only get 20 hours of my day off because I was forced to work 4 mandatory extra hours that is not the same? We're expected to work full work days but are not to expect our full days off? Working on off days interrupts any work/life balance we might have (you don't), asking for a work/life balance is not asking for too much (it is), every time I check work chat I see someone complaining they have to work on their day off with good reason, people need down time, people need breaks.
CCHD (The help desk or people that blame you when the tools inevitably don't work until you prove your innocence) has a signature at the end of their posts that says "IT Analyst" which means analysis which means a detailed examination, which means they should probably examine in detail the information they send out before they send it out.
Human resources interactions are beyond atrocious, there's nothing human about them, no compassion.
The CEO came out with a cute title where everyone is all of a sudden "experts" but still paid as BARELY entry level, I see how that's convenient but it's not for you or me. $40,000/month must be treating you well Lance, unfortunately it doesn't pay enough to fix such a warped perception of reality.
The CEO gets a million bonus in stocks when hired, makes almost 3-4x what employees make in ONE YEAR IN ONE MONTH, that same CEO released a video about how they moved their entire family and the neighbor's dog in the house during a pandemic, seems like you're barely scraping by, paycheck to paycheck, I hope you could afford it, it's easy to smile when you don't have to decide between affording dinner or a haircut.
Daily gaslighting, I worked in retail before this and felt more sane even on the worst of the worst black friday.
Company tools to do your job are broken? It's your fault, until you prove that it's not.
No raises ever, not even in dreams, supervisors have admitted to no raises in 10+ years. If a raise was offered at this point, it wouldn't be enough to make a difference, it's still poverty level living, at best a raise would be just enough of an incentive to prolong the torture. The only raise you get is a raise in blood pressure.
You won't be able to hear my voice saying don't do it, I told you so, this is one of the most soul crushing, stress inducing, dream destroying, mentally exhausting jobs I've ever had in my life, don't do it, don't think twice, just don't.
