The job involved troubleshooting video and internet equipment remotely, Other duties were involved as needed. Company provide excellent training and management support. Hardest part of job was meeting all metric levels consistently and still effectively assist customers, The best part of job was helping said customers and receiving thank you,
Spectrum call center in Charlotte was the worst. Nobody knows what they’re doing and promotion is based on who you know and not what you know. Find something else only good thing is the free cable and WiFi but my sanity was worth more.
Video Repair Rep (Former Employee) - McAllen, TX - November 18, 2019
Extremely stressful! So many changes implemented without much training, management was horrible, especially with escalated calls putting more effort into AVOIDING taking the call than helping you. Never enough supervisors on weekends which were the busiest days!
Store Manager (Former Employee) - Texas - November 18, 2019
Repetitive interactions, unhappy customers that you cant help in store. Upper Management that care more about making sure you annoy every customer with the questions directly from a training sheet and sounding like a robot vs building a relationship with the customer and finding their needs. Systems are horrible and outdated. When management is not watching their employees like a hawk they are expected to be an overpaid greeter at the front of the store. Also they want in store management to write up associates for unrealistic goals.
Spectrum technician (Current Employee) - Buffalo, NY - November 18, 2019
Lied to and told job will be rewarding career. Workload can be sometimes heavy, other times slow. Pay starts out okay but stays stagnant for rest or career. Progressions to get raises more like college courses and take up a lot of time. Must be completed during time off. Expected to work overtime,deal with rude customers, and put your safety at risk. Management is no help to get you out of a jam. Requirements and policies always changing impossible to keep up with
Sales Consultant (Former Employee) - Lake Elsinore, CA - November 18, 2019
Please be cautious in applying here. I worked for Spectrum for almost a year.. harassed everyday by male coworkers & when I complained, it took them so long to even start an investigation through HR. The management here is awful! They will not help you in any way & will only find ways to push you out. The Lake Elsinore location is the worst location to apply at. Go there if you want to be degraded & unappreciated everyday.
If you enjoy dealing with ridiculously frustrated people for 8 hours straight about the same issues months on end, spectrum customer service is for you. Like most call centers, there's food, coffee and ping pong/pool. Promotions and moving up is promised, don't believe the hype/lies.
There's a reason spectrum has one of the worst rated customer service of all telecommunication companies.
Charter Communications is a company-focused organization. Customer and employee satisfaction is neither a priority or concern. The turn-over is high.
Internet/Voice Tech Support (Former Employee) - Ontario, CA - November 17, 2019
Working for Charter Communications, the parent company of the Spectrum brand was frustrating to say the least. Charter's focus is on the bottom line, neither employee nor customer matters. The emphasis on "efficiency" comes at the customer's expense. The morale is extremely low with a high turnover rate. Front-line management takes the brunt of the pressure from upper management to enforce efficiency guidelines in the form of weekly supervision to critique calls. There is a threat of the job being on the line if a representative deviated from the "script." I would not recommend employment at Charter Communications. Charter's company culture is hostile. It is a far-cry from the Time Warner Cable culture that believed employee care translated into customer care.
Concentric Customer Service Representative (Former Employee) - 6302 E M.L.K. Jr Blvd Tampa Florida - November 16, 2019
representative supports customers by providing helpful information, answering questions, and responding to complaints. They're the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.
Cable Technician (Former Employee) - Citrus County, FL - November 16, 2019
Job security is the biggest complaint after adding so much to the job title without proper pay adjustment. Constantly changes rules with and without much notice. They’re a good company mainly because of experienced supervisors if you don’t have a good supervisor then you’re out of luck
Dispatch (Current Employee) - Streetsboro, OH - November 15, 2019
This used to be a really great place to work but quickly started to go downhill after the Charter merger. Employees were overworked and underappreciated. Very unorganized and inconsistent with policies and procedures. Things that come down from higher up are never clear or presented in the correct form. Policies change over night without notice. Policies and procedures changes are literately given out days before they start or even AFTER they have already started. A lot of Favoritism and unfairness when it comes to every day activities. EVERYTHING is based on seniority so always expect to work a terrible shift, have zero life balance, or ever spend a Thanksgiving or Christmas vacation with your family unless you been with the company for years already. Employee attrition is at its worst which is why the department is understaffed. Rather than hire more talent, the current employees and forced to work harder. Bonuses taken away. Events taken away. Schedules are inconsistent. Business hours are inconsistent. Not enough technicians for residential customers but worse for business customers. Very little team work. A lot of broken promises and let downs on a regular basis.
Senior Software Engineer (Former Employee) - Centennial, CO - November 15, 2019
I was hired during the merger with Time Warner Cable and Brighthouse Networks. I took over the work of 3 TWC employees who took a buyout and left the company. After two years I was still doing the work of 3 people with no relief in sight. After I left they broke my job up and distributed it among 4 other people.
At a company this size, and given the attitude of management, they were perfectly willing to wait until something broke (in this case, me leaving) before fixing something. This seems to be a managerial technique there: continue until something breaks, then fix it.
High turnover rate. Management and training is horrible.
Senior Technician (Former Employee) - Tillamook, OR - November 14, 2019
If you love being overbooked and under staffed, constantly behind schedule, mandatory overtime almost every night and have to work on days off and holladays, threat of being written up for any little thing, being secretly spied on and photographed (yes, it's true), a monthly report card that grades you on some things that are completely out of your control, installing inferior equipment, this is the job for you.