Pros
Air conditioned call center, day shift to mid day shift. Union company. Some of the best experiences I had were the customers I spoke with! I loved that part of my job! I still remember them! And the one call resolution system,
Cons
Serious issues with service being from Fiber,high speed internet, to basic phone line installations, way to many missed commitments, escalations to Supv on a daily basis, customers porting out due to all of the above daily. Also sell, sell, sell, sell! Sell on every call with heavy call volume being repair and complaints of service not being installed. Of which of course is redundant, but I did. My sales were great, however the new incentive plan I was under i recieved nada, Meetings with my supervisor were redundant as well, he even asked me if I thought this was the job I thought it was going to be, "I was a new hire" and yes to a point it was. I was hired in a class of 20, 3 remain, to me that speaks volumes of how well they treat employees, I have 7+ years customer service experience , Ive worked for a previous phone co.,so I had I thought a clue as to what it would be like. I truly helped every single customer that got me, I was thier advocate in a company who is so backwards, and yes for that my sales were great as well. But in an enviroment where management is literally screaming at an adjacent Rep while Im on a call, or let me count how many times management has screamed at employees!! With no union steward present of course! I also had 4 weeks training for being a universal service Rep, Billing, complex billing,Repair,Sales, troubleshooting,etc, thank god i had prior telephone co experience!! I sure did not expect this job to be what it was, its sad, coaching and development is a joke, I never heard so many indirect answers to direct questions unless it was politics. No person in management truly hears,nor listens to what is being said, Frontier does not make sense, they make Money.Beat down and oppressed and fear based work environment, when morale is low, its more fear, when sales are down in a center, its fear they think will drive more sales, or a gift card! FEAR BASED environment!!!!! My previous customer service experience told me this,well, and my gut instinct, get out now, and I did! Oh and without my last payroll, Frontier held that back.If you can take calls and cry between, which everyone i worked with have as well as I, you will be golden.
