Pros
-- Excellent benefits including medical, dental, vision, tuition reimbursement etc. -- Great discounts with outside companies -- Free premium cable & internet
Cons
I honestly dread every day I walk into the doors of my job.. and I really don't want to feel that way about the company I work for... The communication level of this company is laughable. I get at least a few calls a week from customers asking about a new product or promotion that they've seen commercials about or received a mailer about that none of us in the call center has even heard of. The front-line representatives always seem to be the last to know about many things in this company. Just a day or two ago, a couple of co-workers of mine and I were getting calls about one of the service centers being boarded up... none of us had any idea what was going on or why the store was closed. A FULL day later, we get a hastily put together e-mail stating that the store was closed for business... then a day after that another email was sent with the date that the store would be reopening. Really? What am I supposed to tell my customer? Make something up so that I can get them off of the phone within the 6 minutes we're allotted for each call before our "numbers" are affected? The expectations and goals set by the higher-ups are ridiculous... and the crazy thing is that they wouldn't be completely ridiculous if we were provided with the correct tools to handle our customers. But instead, Comcast just drops their front-line employees in a rowboat with no paddles, in the middle of the ocean. We don't even have estimated time of resolution 98% of the time when an outage occurs. And what takes the cake... in the past year or so, someone came up with the great idea of adding customer surveys that call the customer back after ending the call.. and these surveys make up part of the scorecard that grades your overall performance. In theory, this would be a good idea... but when you don't provide your employees with the correct tools to assist your customers, it's a recipe for disaster. Most of the people choose ratings on the survey based on how upset they are with Comcast.. not because their interaction with the representative was unsatisfactory. But that doesn't matter... your score is in the toilet because Comcast can't get their act together. Supervisors don't want to take calls when a customer requests to speak with a supervisor... instead they halfway listen to you explain what the issue is and then tell you what to say to the customer. WHAT? You can only imagine the position this puts the representative in... you already have someone on the phone who no longer wants to speak with you, but NOW.. you have the audacity to not honor their simple request... and keep feeding them BS. And don't DARE get sick without planning it 2 months in advance... every unplanned absence gets a write up.. whether you just didn't feel like coming in or you're in a car crash. I could go on forever... but the point is that this company really has some problems...
