Used to be amazing but all good things come to an end - Customer Service Representative Verizon Employee Review

This is a huge company that doesn't know what it wants to do with it's employees, especially customer service. Every year we signed performance agreements which basically was what we agreed to do as employees in terms of job performance. Good idea but sadly these became the customer service joke because they could be changed any time (with or without notice) and you could never see them again. Meaning, if they were changed, you never got a revised copy, it was just assumed from upper management you consented to the change, no questions asked. Micromanaging was a huge issue. Given time off was ample but difficult to take due to restrictions or what they called "needs of the business". Verizon started outsourcing some of their call volume to vendor companies a few years back and has steadily increased the volume of calls they take over the years. The vendor reps, try as they may, are not thoroughly trained and often not held to the same standards we were. This often lead to incorrect information given, broken promises or excessive invalid credits to the customer. This put us in a bad position trying to clean up the issues. Upper management pretends to be your friend or friendly with you but will turn on in the blink of eye and throw you to the wolves, often forgetting key facts that would've otherwise helped you.