Call Center Supervisor (Former Employee) – Evans, CO – April 23, 2017
Salaried employees were expected to work their full shift, then to work another full shift at home. 80 hour work weeks with little to no benefit burns you out very quickly. Bonuses were a joke, even if your team was exemplary.
Customer Service Representative (Former Employee) – Tucson, AZ – April 18, 2017
. Verizon Communications include both, landline and wireless services. My landline responsibility consisted of educating FIOS and high speed customers with Verizon internet, television, and phone contract services, troubleshooting existing and potential home issues, ordering and canceling services, financial managing, which consisted of equipment, sales and services. Wireless responsibilities consist of ordering and activating phones, provide international phone, internet, and text messaging services, troubleshoot reception problems and provide customers with the most up to date wireless features. The management was great. The hardest part of the job was the amount of daily calls. The team I was on was the greatest part of the job.
The best part of the job was the customer interaction
Business Customer Service Representative (Former Employee) – Tucson, AZ – April 17, 2017
The pay was ok, but not worth all the hoops they have you jump through, with little to no support. You learn how to de-escalate customers, as supervisors rarely accept customers request to speak to a manager. They don't take the time to train on what really matters- when Verizon got the unlimited plan, the customers knew before we did. They made us work mandatory overtime for over a month, regardless of our schedules. Night crew never gets vto to the end of the shift. They don't have enough seats for agents- so the last shift usually suffers when they come in, trying to find a desk to work at. If we need help on a call we have to raise our hands in the air until someone comes to assist, which can sometimes take 10-20 min, but they except you to check back with the customer every minute. The only part of the survey they care about is how the customer views Verizon, regardless of what the customer says about the agent- anything 8 or under messes up your stats. Transfer rate is important to them, but things like calling the customer back for troubleshooting or because the line got disconnected, count as transfers.
Customer Service Representative (Former Employee) – Opelika, AL – April 14, 2017
A typical work day would be sometimes busy or laid back depending on if we have a special promotion going on that customers find interesting. I've learned how to maintain my composure with angry customers and really listening to what they have to say before I say or suggest anything.
Validation Specialist (Former Employee) – San Antonio, TX – April 12, 2017
I validated orders from Verizon door to door sales. They were always updating the training. Sometimes the vendors would get mad because we knew that they were placing false orders. We had a lot of free time because either the power went out or they were going through an outage somewhere. We had a lot of times where we would bring in food for special holidays or birthdays. I really miss the people that I worked with.
Customer Service Representative (Former Employee) – Bowling Green, KY – April 6, 2017
Afni is a decent place to work. Comfortable work area and somewhat decent pay and benefits. I only left for a job making better pay. Sometimes there is favoritism among management but that could be said about most places.
AFNI customer service specialist (Former Employee) – Bloomington, IL – April 5, 2017
I love customer service and their pay is fair. I was not impressed with their promotions. they would just throw someone into a management roll with no training and they usually failed and were demoted. They also changed their bonus stricture one day and made it a lot harder to obtain a bonus, which a lot of times-was what we as employees were working towards.
Customer Service (Former Employee) – Evans, CO – April 2, 2017
I really liked the job during training and being able to work in the building but, when they sent everyone home because our afni got closed in my area it got hard, lonely and complicated working at home. The job got difficult after everyone started quitting, we kept getting different coaches each month.
Customer Service Representative (Former Employee) – Tucson, AZ – March 23, 2017
While working for AFNI, I became very experienced with customer needs assessment and deescalation. I also learned a lot about sales, which has aided me in my own career. I did not love change KPIs and clever evasion of bonus payouts, nor unpredictable incentives/income.
Business Systems Analyst (Current Employee) – Bloomington, IL – March 14, 2017
Overall, employees at Afni are great to work with. Management is very flexible for any given personal issue you may have and the benefits are very solid. However, the pay is very poor, relative to comparable roles at other employers.