Verizon Wireless Salaries, Bonuses and Benefits.

Why I resigned from a CSR position was due to the way customer accounts were handled. This is a mess in my opinion. Accurate tracking of what was done to an account is not clear, CSRs are supposed to remark accounts accurately but this does not happen. Often, you will have mistakes that cost the customer thousands. These are not faily dealt with in my opinion because we have no record to indicate the customer was telling the truth (from a CSR viewpoint). Of course, calls are recorded but there is no way for us or a customer to get this information in most cases. And, thats where I had trouble. Most of the time, things seem set-up for the customer to be ill-informed and overcharged and then leave the blame on CSRs for not following procedures. CCD information is sometimes impossible to accurately provide on a complex call. I have never been spoken to about this and it seems a common practive to review the CCD to the best of your memory. Accountability for our (company) mistakes seems minimal at best. Whats more, I noticed was that we reps were taking short cuts and leaving out information to meet our numbers. If we don't meet our numbers, we don't have a job. Surely, the company is aware of this as they do record and listen to our calls. So, you get a lot of unhappy customers that were billed for things they did not understand or did not want. Now, I understand that Verizon's business is about making money, but it seems to go too far when CSRs are blatantly lying to sell you a phone or get you off the phone. Your coaching is subjectively done by your supervisor and if he/she does not say anything (most don't) then this practice of manipulating and leaving out information continues. On some complex calls, there is no way to handle the call - customer gets lost in the system. In this case, reps do there best to show empathy and make promises to get them off the phone. In the end, I decided I could no longer work at Verizon.

In reading your post I can tell you it does not make much sense. At the same time your trying to hold fault Verizon Wireless for your failure to perform the job satisfactorily. Being a CSR is not an easy job. With that said, its not a dangerous job but it is stressful one and certainly not for everyone. I've been a CSR for about a year now and I have not had anywhere near the problems that you do. Why? It is not difficult to type a brief summary of the details on a call in a reasonable amount of time unless you are not able to multi-task or type at a reasonable speed. Both are normal requirements of the job of which you were probably asked at some point during the hiring phases or prepared for it during classroom instruction. Secondly, I've seen ppl terminated for not advising customers of all clear disclosures. That's very important to protect integrity and honesty as a company. At no time have I ever been instructed to "lie" or intentionally misinform customers about anything. If you were told to do that which I doubt you should've spoken to someone in HR. Lastly,coaching sessions are always about staff development. What can you do to improve statistics and ultimately take more calls per day? Now that is your job right? Taking as many calls as you can in the shortest amount of time so customers get assisted in an adequate amount of time when calling in. It sounds to me like you just might not have been the most qualified candidate when you were offered the job. Unfortunately being such a large company with staffing needs sometimes peope slip through the hiring process, especially if you represent yourself in a manner that you can do things you really can't, multi-task, type at a reasonable speed, make good decisions, etc. etc. Aside from that, customers always lie. In every business and in every corporation it can be expected that customers lie. Following policies, using tools, and making good decisions is necessary in every situation. Sorry it didn't work out.

If you managed to get fired simply because you accidentally witnessed a manager kissing a CSR of which both were married and committing adultry I have a tough time buying that story. There has to be more to it than that. If you managed to get fired from a BS situation like that you must not have handled it the right way. That sounded like a pure tactic to cut you after you witnessed a serious company violation. Even tho i t was off of work hours, you should've reported it to the integrity line. Also, if you were a decent employee you should've just denied the sexual harassment claims especially if they had no proof and told them what you saw and if they proceeded with a false claim you were going to call the better business bureau and department of labor. Doesn't sound like you handled every properly. Most lawyers will work on a case win basis so you could've disputed it and found someone. That sucks that that happened to you if u r telling the truth but if not it makes sense.

Just adding my 2 cents, I worked as a CSR in the Chandler, AZ site for a year and I would not hesitate to recommend vzw to any job seeker. I've worked in many call centers and I can say from experience that this is a good one. Benefits are good, pay is fair, and you can really stand behind a product that works. Sure, there is a typical amount of call center drama but I found it surprisingly easy to avoid the folks who perpetuate it and keep clear of any problems. I had trouble seeing eye to eye with one supervisor, but it didn't stop me from being able to do my job and my next sup was awesome. You get all the training you could possibly need and the facilities are nice as well. I wasn't always thrilled with the schedule, but they were upfront and fair about it, which is more than I can say about a lot of call centers that bait and switch. With that said, I have heard there is a big difference between retail and call center, so I can't vouch for stores, but if you can handle call center work in general, you can handle this one.

Now my 2 cents worth: I worked at Verizon Wireless in a retail store for 10 years. Any VZW job is stressful. I was temp office worker, went to CSR, then ARSO (operations) all part time. Excellent pay (non commisioned) and benefits, although not nearly as good if you are part time. When all others were given full time, the edict was issued NO FULL TIME FOR ARSOs. But still made decent living. Thought I would retire there. Loved my job & co-workers. Then I started walking with a cane which, sadly, is frowned upon. After 2+ yrs had both knees replaced. I received no pay for time off because of part time. Came back in 5 weeks instead of 8-12. NEVER LATE or off SICK! VERY CONCIENTIOUS! But the climate changed and promotions were based on non managerial qualifications. They moved people around constantly. Management QUALITY went downhill. When managers could not make it to work on time I opened the store. I did my work plus was made MANAGER ON DUTY MANY times on days with no manager in. They trusted me. But it definitely became who you knew to get promoted and did not matter about dedication and how good you were. It was sad to watch. Then in June 2010 on speaker phone in front of all store employees, they eliminated ARSO job. But shame on VZW for having District Mgr be nasty and try to make me quit first to save severence. It was a new low even for him. I even understand why they cut like they did. But eventually the low treatment of employees on a daily basis at VZW will have to turn around. If not it will be Verizon's downfall. Lots of other companies have done just the same thing. I try to figure it left me in a position to start something new in my life but can't find a job yet. I would like to work. For now it is a good place for a paycheck, just don't put all eggs in one basket. BTW I GOT my severence! P.S. Hiring? I need WORK!!!

JD from the South said: I was hired with the company in the retail sales division as an Assistant-Retail Operations Manager, worked my way up to Supervisor-Customer Service and now am a Retail Store Manager over two locations in the South Area. All this occurred within the last two years. There are people who have been with the company longer than myself who applied for the position I now have however, I was promoted solely on my merits and NOT because of who I knew. The thing is that Verizon has a culture that rewards merit and rewards those who live the positive, performance-based culture the company promotes. I understand that there are individuals who have posted on this forum who had hardships and feel as though the company did not have the symapthy/patience they required. To that, I have to say that you probably deserved better leadership in your departments and that those leaders lacked the skills to both live the VZW culture properly and then impart that culture to you. Their example and actions probably led to your completely justifiable feelings toward your work environment and your job overall. While I have sympathy for how you feel, I have nothing but great things to say about this company because I have had nothing like the experiences you described. Nor have I seen any associate I have ever worked with have experiences like you have described.

Thank you JD for your positive feedback. Goodness, I will be starting with VZW in Southfield, Michigan on June 20th and couldn't be more excited!

does your credit score affect the phone discounts provided by the company? and what if i owe them some money from another state when i had their internet and landline services? will that affect my phone discount benefits?

Becca73 in Flint, Michigan said: Thank you JD for your positive feedback. Goodness, I will be starting with VZW in Southfield, Michigan on June 20th and couldn't be more excited!

Hi i have my first pre phone interview tomorrow afternoon. I was wondering if you could tell me what the hiring process is for the csr position at the southfield center.

Thanks

Verizon is by far the best company I have ever worked for. I am at the call center in Alpharetta and they want nothing more to see employees succeed. They constantly provide incentives and things to boost the morale. Not only that but the benefits are the best in the Atlanta metro area. With the economy the way it is I am very blessed to work for such a giving company and I heard of things that the company did to help employees that were effected by tornadoes in Alabama. I feel that if a person doesn't succeed it is because they are not trying. So if anybody is looking to land a career with a reputable company try Verizon!

I would like to know how often are verizion wireless employees are paid? I have an interview tomarrow in Tn a little nervous about it reading all the bad post on here but I have seen a large amount of good ones as well. I will let you all know what happens talk to you all soon....

i was fired yesterday from vzw largely due to a disability i have. i was a top performer for verizon wireless but had a manager who couldnt deal with the fact that i did things a little differently. my last three months with the company, my manager stopped given me one on ones and would barely talk with me. because of my tbi, i had to to really take my time with people in order to provide good customer service. he and two other asm went out of their way to either try and rush me thru customers or harass me on how i went about my sales. i did make anywhere from 3k to 4k a month in commission. however some reps had issues with this and felt it neccesary to make up lies that i cheated or cherry picked. thus the managers would try and block sales from me so that other reps would get them. i never worked for a company who promoted laziness and ignorance like verizon. when i was let go i was told i need to have more empathy for customers. however it was to hard for them to have empathy for me. if you are looking to work for vzw, be prepared to sacrifice all your time to the man. be prepared to kiss a lot of ass and be treated like nothing.

I am going through the process of interviewing to be a Sales Rep in a store, full time. I see so many bad posts about the job and also a lot of posts for call centers. Can anyone tell me the TRUTH about working the retail sales rep position? Is it REALLY horrible? So you REALLY have no life? Is it next to impossible to be happy there? I am trying to NOT be down about this, but any and all feedback will be highly appreciated.

Mic V in Chester, Maryland said: I am going through the process of interviewing to be a Sales Rep in a store, full time. I see so many bad posts about the job and also a lot of posts for call centers. Can anyone tell me the TRUTH about working the retail sales rep position? Is it REALLY horrible? So you REALLY have no life? Is it next to impossible to be happy there? I am trying to NOT be down about this, but any and all feedback will be highly appreciated.

I have worked in Telesales, Retail and C\S. You can find good and bad in all three but in my opinion all three are better than most employers. VZW is the only telecommunication company listed in the top 100 Best Companies for Working Moms. Even-though I am a male to me it says a lot about about a company to have this recognition and VZW had held this spot for many years in a row. Benefits start day 1 including Employee phone program which gives employees a great discount off the monthly bill. You can transfer, move up the ladder, change careers within VZW. You can move across the country if you want to. What is required is dedication, loyalty, integrity, and be punctual. Will you work weekends in retail? You can count on it. Will your schedule change from week to week? You can count on it. Your paycheck will be deposited on time every two weeks and you can count on that too. There is always opportunities for Spiffs and incentives. When you start your day check your attitude at the door. There is no room for it inside a VZW location. Training is more than ample for you to be able to preform. You can expect to get out of it what you put into it. Have I had bad supervisors, of course I have. But I knew it would not take that long before I would be able to transfer and I did. Why would you let one person dictate your career or cause you to leave the company? My only regret is that I did not start with VZW many years ago instead of just 6 years ago. I wish you Luck.

This is for Mic V in Chester, MD. I worked for VZW for 10 years. I have to say that the benefits were great, and I considered it a future that I would retire from. I loved most of the people I worked with even though I was quite a bit older. Management, however, and District Managers, are pressed very hard alienating them from their teams and making them uncaring and unfriendly to them. Most managers are so very young that they do not have the right balance of management skills and life experiences to guide and support a team properly. 14 months ago, after 10 years, at age 58, my position was eliminated. There was no consideration about what that did to me at my age and I always busted by tail for the job, but it IS a young person's business. I received a small severence and I really don't blame the company for it's decision. I worked in inventory and operations and they decided that position did not make them any money. I think they forgot that I WATCHED their money. I was recognized for lowest shrink in the district just months prior to losing my job. You will enjoy decent pay, good benefits, and will earn vacation. But if you think that you will become an indespensable cog in the VZW engine, you are incorrect. I left with 4 1/2 weeks of vacation (unable to take it) and 3 personal days (unable to take them)on the books, and 59 hours of uncompensated time put in as additional personal effort on the job. I hope this helps. I know a lot of people are very disgruntled. I am simply stating facts here. If you do a good job you can earn a good living, but you will lose a lot of family time that you may now enjoy. Marian

Thank you very much casper47 and coatsmm. Both of your answers put my mind at ease a bit. I am looking for a career and have a career mindset and everything that comes with it. My biggest challenge will probably be time with friends and family. I am hoping the job is worth the time I will likely miss from them... but I also hope I will still have some time available with them too. But I guess I will see. I appreciate both of your replies.

Mic V in Chester, Maryland said: Thank you very much casper47 and coatsmm. Both of your answers put my mind at ease a bit. I am looking for a career and have a career mindset and everything that comes with it. My biggest challenge will probably be time with friends and family. I am hoping the job is worth the time I will likely miss from them... but I also hope I will still have some time available with them too. But I guess I will see. I appreciate both of your replies.

Anytime. Wish I could find meaningful work. I am told a lot that I am over qualified, and of course secretly I am too old. I am volunteering a lot to try to keep my name on the lips of those in possible positions to put in a good word. The money I accumulated while at VZW at least gives me that option right now as it supplements my unemployment. Best of luck to you. Put your faith in yourself and your abilities and prepare for the future, and you will do well at VZW. Marian

Kegeorge0325 in Waterbury, Connecticut said: In reading your post I can tell you it does not make much sense. At the same time your trying.. to hold fault Verizon Wireless for your failure to perform the job satisfactorily. Being a CSR is not an easy job. With that said, its not a dangerous job but it is stressful one and certainly not for everyone. I've been a CSR for about a year now ...

One year? I spent 10 years at VZW in a store. I operated a 10 line switchboard, did accounting, processed paperwork, etc. to start. Then I went to Customer Service. Key word is SERVICE. To flat out say that customers ALWAYS LIE is a horrible statement to make. It is the rep's duty to make the customer understand everything. There was a time with VZW that REAL customer service was very important and CSR's were given the ability to make decisions at each encounter to help the customer be happier and stay with VZW. As things changed I went to inventory and operations (ARSO)about 6 years ago, but I was, until the very end of my time with VZW in 2010, made Manager on Duty when needed because of the trust in my guidance and decisions. But focus on the customer had already become an outdated notion. My suggestion to you is to take the initiative, get a little more of the PROPER training in customer service. I have probably talked to you myself and you ticked me off. I am still a customer but true customer service has all but disappeared and the younger generation is creating a new unfriendly harsh corporate world. Don't get on your high horse next time you are talking to a customer. Try listening and asking what it would take to make the customer happier. You would be amazed at what a difference that can make. Considering them liars at the start sets the tone for the entire conversation. That makes YOU a bad CSR.

I am really interested in working with verizon for the tuition reimbursement program! I heard the program start on day 1 of working?? For any current Verizon workers is there a time commitment contract to stay w/ Verizon for like a year after receiving tuition assistance??

Any help much appreciated!!!

-Vivian

I have worked for Verizon for 3 years. I am very happy with the company.There are lots of opportunity to promote.They have great benefits and you get a raise and a bonus every year.They also help pay for your schooling. You cant say that with a lot of companies in California. Most people in my center have been there 5,10, 15 years. That is rare in a call center environment.I have worked in many call centers that were a lot worse.Call centers are not for everyone. The hours are not the best and your tied to a desk all day.I have worked for many companies small and large. And verizon is the best one i have worked for yet. Plus i never have to worry about job security, like i did with a lot of other large companies i worked for that were laying off employees every week. I am not an A$$ kisser, just because i like my job. I come to work do my job and go home. Everyone is going to have a different experience and have there own opinion. Just because someone writes something good about a place they have worked doesn't mean they brown nose.

do you value your free time? do you value work/life balance?

if you do then DO NOT work for verizon. the benefits are great, the pay is decent. they do that to keep you there. if they didn't have those incentives then their turn over rate would be through the roof.

this place will suck the life out of you.

oh, and if you have a family and are planning to work for verizon, then you may as well plan on never seeing them, because that's what will happen.

i had a family emergency a few months ago and wasn't allowed to leave.
i am constantly told by my management that they want us to have a good work/life balance, but yet we are constantly asked to come in on our days off for worthless meetings where they basically sit and tell you every week how much you suck and how you should be doing better. you're also constantly asked to come in early.
they will also write you up for the stupidest things known to man.
if you don't want to go into sales, dont even waste your time. however, sales is the only way you'll get anywhere - if you don't have good numbers then you may as well kiss promotions good bye.

if i could go back in time i would have never accepted this job. i've never been so miserable and depressed in my life.