Webchat Customer Care Agent (Former Employee), Opelika, AL – September 13, 2014
Pros: great training
A typical day at AFNI would be that I would log on to my computer and start taking web chat contact us customer service chats from customers that are using Verizon products or have questions about their bill, etc... I am there to assist them the best way possible without transferring them to speak with someone live. I have learned a lot with this job – more... and it is very challenging and I loved it because you are constantly busy at all times and challenged. The management was awesome! My co-workers were very helpful if we had any questions, we always showed teamwork. The hardest part of the job is learning all the information and understanding it to the fullest extent. The most enjoyable part of the job was learning all the information to the fullest extent to help the customer and having the surveys at the end of each chat telling you how much of an awesome job you have been for helping them. – less
Customer Service Representative (Former Employee), Tucson, AZ – March 18, 2014
Pros: 401k, lots of insurance
Cons: not stable
Afni is a nice place to work for if your looking to sale things. You have to dedicate your life to this job or you will get caned as fast as they will hire you... But it is not a stable job, it is based off client needs and if the client is not willing to stay with the company then you will lose your job.
Customer Service Representative (Current Employee), Tucson, AZ – March 10, 2014
Pros: some nice customers, some knowlegdeable managment
Cons: too many.
-You're never going to bonus if you try and help every customer. -You have to learn the shady, inside secrets to be in range of bonusing stats which means lying, transferring everywhere, hanging up on people etc. -Management has no idea what its like taking calls or using the system we work with. -They drill into you about stats, they make it seem like – more... they have no issue walking you out the door. The stress is horrible. -You're taught Verizon wireless standards, and Afni standards. You follow what afni tells you, not verizon policy. -Your job will consist of giving out money to whiny people and getting yelled at because little jimmy dropped his phone and mom never wanted to get insurance on it; now its your fault and they're cancelling service. -Granted, not all of the customers are mean, you do speak to many pleasant people as well. And not ALL of the management is terrible, you learn to find the diamonds in the rough. -The updated scorecards are a joke, there is absolutely no way you can do the job correctly while still maintaining their expectations to bonus. -All of the wrong people are rewarded there. You could have the worst customer service in the world but if you have good stats, youre a saint in their eyes. -Most of the employees they hire dont care at all about the job. They dont show up but they dont get fired because afni is all about attrition. -When you learn they are one of the least paying call centers it kills your morale a bit. --Its not a great place to work. – less
web chat (Current Employee), evans, CO – March 3, 2014
Pros: pays a little over minimum wage
Cons: too many to count
You can not bonus even if you put the customer first, they care more about volume then helping customers. the building is not well maintained; one set of bathrooms for an entire floor of employees (over a hundred at any given time); environmental controls not set properly so you are either melting or freezing. Management does not care about health of – more... employees, if you get sick and have to leave or call in they consider that an unexcused absence if you don't have sick time. Can not take unpaid time off if needed because it is considered unexcused. Many people smoke pot in the parking lot and some even smoke electronic cigarettes on the floor. – less
The people are a lot of fun to work with but the job is NOT what they make it out to be and the bouns are almost impossible to get.
Customer service which is really sales (Current Employee), Bloomington – February 25, 2014
Pros: the people that work there
Cons: it's almost impossible to get all of your numbers to make a bouns
They will hire you for Customer Service or Tech but what they really mean is sales. They push a little too hard for the sales and don't foucs on the customer service that they hired you for. The reason they hire so many people is the expect over a half of them to get so feed up with the job they leave, they have a very high turn over rate. The people – more... that do stay a fun to work with and if it weren't for the push push push to sale it would be a great place to work. – less
Associate Coach (Current Employee), Bloomington, IL – February 24, 2014
Pros: flexible, great people, valuable experience
Cons: can be stressful.
AFNI has been great to me. In the 5 1/2 years that I've been there, I've learned a lot about myself and how to continue to push myself to grow at all times. It's been a great experience to see myself mature not only at Afni but in my personal life as well. While the job itself is not the most glamorous job in the world, it's been home to me, and I love – more... and adore the people the work there. I can't imagine another company where I can go to a Director of Operations office and walk in and have a conversation without having to schedule anything ahead of time. – less
Customer Service Sales Associate (Former Employee), Bloomington, IL – February 16, 2014
This is the absolute worst place to work for. The turn over rate at AFNI is ridiculous. During the interview and training they made a great pitch of getting benefits and bonuses and even being promoted within the company. Once you left training it is all downhill from there. Bonuses were next to impossible to receive. If you AHT was a second to high – more... they would take your whole bonus. Then when it came time to apply to be promoted there was always an excuse why you couldn't apply. Either you haven't been there long enough or you received a write up that you didn't even know about. Every day you go into work you feel like you will be fired. The environment is very cliquey and if you are not liked you will be removed. Also once you get passed your first raise you are looking at being removed from the company because they don't want to pay extra when they can just train a bunch of newbies to do the job. DO NOT WORK HERE. – less
Customer Service Representative (Former Employee), Tucson, AZ – February 8, 2014
Pros: semi-flexible schedules and pretty good healthcare benefits
Cons: management cannot agree on anything and somewhat unrealistic expectations. poor pay
As with most jobs, showing up is half the battle to keep this job so as long as you do that it is almost impossible to get fired. It's a steady paycheck but there is little-to-no way to advance and even if you do, the pay is not competitive with most other call centers. The customers that you take calls for are for the most part pretty awesome! ...But – more... there are those few that can ruin your day.
It can get busy but you take anywhere between 60-70 calls a day on average which isn't bad. The biggest problem is the management though. When I was there, I just hoped and prayed I didn't have an issue that needed a supervisor otherwise I'd get mixed answers and a whole lot of wasted time. In this job time = money. – less