Cox Communications Reviews

Updated August 25, 2014
Updated August 25, 2014
623 Reviews

3.5
623 Reviews
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Recommend to a friend
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Cox Communications President Pat Esser
Pat Esser
371 Ratings

Review Highlights

Pros
  • Decent work life balance depending upon your manager (in 34 reviews)

  • Benefits- subsidized cable and internet are good (in 33 reviews)


Cons
  • High Sales Driven or a non-sales position, company closed call center (in 19 reviews)

  • Lots of pressure to sale and the actual quality of customer service didn't matter anymore (in 14 reviews)

More Highlights

89 Employee Reviews Back to all reviews

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  1.  

    Your Just another body.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support Representative
    Former Employee - Technical Support Representative

    I worked at Cox Communications full-time for more than a year

    Pros

    Initially the perks seem good, free cable service and benefits. Also once a month you get free lunches And last they pay ok.

    Cons

    The Supervisors are horrible, you are put into teams and every team is set up to accomplish daily goals. The problem is not the daily goals but when your sup is not there either ask a question about an account or to add discounts you have to ask for permission to other team sups and it could be a pain and annoying. At times when you needed things approved they simply don't care or ask you to email other sups. Also when I said your just another body believe me your forced to take over time or you get written up. At time I was top sales for 3 quarters and was let go simply for giving a customer a discount. They don't really care they suppose follow a employee bill of rights moto but simply don't live up to it. One last thing if you cannot sell then you will have problems making money, I worked at the Technical Support department and the way to make good money is to up sell customers.

    Advice to ManagementAdvice

    No comment.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  2. 1 person found this helpful  

    Don't believe the hype

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Technical Support Representative  in  Chesapeake, VA
    Current Employee - Technical Support Representative in Chesapeake, VA

    I have been working at Cox Communications full-time for more than a year

    Pros

    Decent pay, health benefits to some extent, 401k match to 6%, nice people for the most part, some supervisors do try their best to resolve issues

    Cons

    Mostly unprepared training. Training material covered imbalanced. Minimal in-depth training about products, technology and troubleshooting. Majority of training spent showing where to find articles on how to fix issues in a program that often doesn't work, inaccurate or missing pertinent details then treated poorly by escalation team when calling for answers or some supervisors don't know (or want to help) when its taking 10+ min to reach the escalation team. We have brief team chats weekly on how to make more sales and save customers, but nothing addressing how to improve our core job role: troubleshooting. Mandatory OT weekly or get written up - doesn't matter what's going on in your life - Right-to-Work state = do OT or eventually fired. You get lots of paid time off but impossible to sched time off within immediate 1-2 month period. If you call out sick (legit or not)--1 occurrence--6 in rolling year gets you fired. Supvr teams spread apart & disconnected sup-to-employee rapport. Higher demand on sales vs. accurate troubleshooting/resolution. Many reps must share desks so no true sense of personal space. Field tech svc is HORRIBLE! Most subcontracted--SO MANY custs demand cox-empl field techs---even then those can be bad too! So MANY leave appts not checking all svcs work. Techs will close appts if got no answer from only 1 of 2 #s listed on the work order--custs try calling back asap & hear tech on another call--techs wont answer or call back but quick to cancel the apt. Little accountability w/subcontracting companies to represent Cox in a professional & *competent* way. Can't access most employee resources from home & ATL wont do crap. Call center software progs far outdated! Still on IE8. Corp has no interest launching update packages. So many probs w/cable svc!!! Contour & whole home network concept has too many problems. Most calls center around Contour fails. Cust promotions complicated, situational & confusing. Retention isn't 24 hours and you can cold transfer cancel calls to them. ATL squeezes money out of custs, life out of employees then pinch pennies as if they're looking to sell the company soon. This poorly executed restructure cost many jobs of longtime vets, took away community feel from custs & so much mix/match, inaccurate info for reps to sift through. Too many internal & external probs. Oh, and yes, they play favs.

    Advice to ManagementAdvice

    ATL needs to improve how they prepare and execute company-wide changes. Exec mgmt. out of touch w/value and importance of healthy relationships btwn frontline sups & teams. VERY disconnected & sups more used like paperwork drones than leaders to a team. Need to improve how centers develop healthy & positive events to support the emotional welfare of employees in a high stressed work environment. Exec mgmt. needs to reconsider its subcontractor relationships and improve field tech accountability from partners. Exec mgmt. needs to relearn how to retain customers by providing product & svcs that work consistently, improving quality assurance company-wide & shifting weight from mandatory sales (from non-sales emps) to providing accurate svc w/indiv & team incentive for added *sales*.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  3. 2 people found this helpful  

    My co-workers made this place tolerable to work for.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Cox Communications

    Pros

    My co-workers made the job tolerable. It was a family oriented environment and we supported each other when it came to the job tasks and responsibilities.

    Cons

    The management is deplorable. Most of upper management didn't come from a media background so they don't know how to manage, they continue to hire incompetent managers instead of hiring some of the employees in house that know the business, and they don't take any of the employees requests into consideration. It was more of a sweat shop than a place of business. Very unprofessional work environment. No room for advancement. Mandatory overtime, but if you wanted to stay to finish your work on your own, they would make you leave to prevent from paying you overtime at your discretion. A modern day Hunger Games type of place to work. If you survived, you were able to work another day.

    Advice to ManagementAdvice

    The reason why the company succeeds or fails is partially due to your employees. Value the employees you hire. Listen more and reprimand less. This company could be a great place to work for, but there needs to be leadership training for all managers. They are reclusive and unapproachable.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
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  5.  

    Cox Communications has great benefits but has become another large corporate company that is cutting employees.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Cox Communications for more than 10 years

    Pros

    Compensation and benefits are pros.

    Cons

    Moral is very low and layoff after layoff. Work/life balance only seems to be important in specific areas. Very little training.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  6.  

    A great job if you love high pressure

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Cox Communications full-time for more than a year

    Pros

    Good Pay, First DAY Benefits

    Cons

    benes plan not so great

    Advice to ManagementAdvice

    Consider your employees first.

    Doesn't Recommend
    No opinion of CEO
  7. 2 people found this helpful  

    Cool people..... Easy job.. DON'T WORK HERE, TRUST ME

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Account Manager  in  New York, NY
    Former Employee - Account Manager in New York, NY

    I worked at Cox Communications full-time for less than a year

    Pros

    Some of the people are cool to work with, but besides that, not many pros to working at this company

    Cons

    Low pay, no room for advancement, discouraging work environment, with no incentives. No morale, everyone hates the work and the job. Nothing but data entry. Don't appreciate people.

    Advice to ManagementAdvice

    Pay higher salary to employees who work their buts off for the company. Leadership sucks, the cream of the crop usually realizes they can do better and moves on to better opportunities. The company sells advertising space on small local markets, but they do little digital, and no little about that realm. Not too much faith in the future of this company. Oh yea, you can get a promotion unless you know the managers or friends with family.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  8.  

    Top heavy with poor direction

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Field Service Tech  in  Rancho Santa Margarita, CA
    Current Employee - Field Service Tech in Rancho Santa Margarita, CA

    I have been working at Cox Communications full-time for more than 10 years

    Pros

    Good benefits, 4 day work week, most tool's uniforms supplied, great amount of vacation time, paid holidays.

    Cons

    Far too many management jobs with a real lack of understanding how to "manage" people. The Company has lost it's direction, bad decisions on business direction/products has led to constant finger pointing for the blame/repair. Having been with this company for 20 years I have seen it deteriorate progressively year over year. Now their decisions are catching up with us, laying off the people that actually do the work, not offering them positions ( a few are to say they did offer positions), the worst communications between departments. When you have so much time invested it is difficult to watch this happen & more difficult to leave to start over. I am very disappointed with the treatment of people here & I would not recommend this as a place to work, if you see great reviews they either have not been here long enough or are part of the problem. The company has moved to a "standardization" from a locating (Atlanta) where the senior management is based DOES NOT HAVE OUR SERVICE!!!! How can you make decisions on how a product works or how it does not if YOU & YOUR FAMILY DO NOT EXPERIENCE THE ISSUES? We have local management who refuse to have the service in their home due to the issues & complaints from their own family? WHAT DOES THAT SAY?

    Advice to ManagementAdvice

    Sell the company & let someone make this business work!

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  9. 2 people found this helpful  

    Started out great

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support Representative  in  Phoenix, AZ
    Former Employee - Technical Support Representative in Phoenix, AZ

    I worked at Cox Communications full-time for more than a year

    Pros

    * Free cable and internet
    * Decent pay
    * Great people

    Cons

    When I started sales was not the main focus of technical support. There was a sales quota, but it wasn't too bad and the managers were happy if you were doing well at the job you were actually hired for: technical support. Once they switched to the service-to-sales model, everything changed. Lots of pressure to sale and the actual quality of customer service didn't matter anymore. When I left, everyone had the same quota, even people who worked nights and had limited opportunity because most of the customers were from different markets or drunk.

    The company does not back its employees. Customers are abusive and the company does nothing. Customer sexually harass women technicians and the company does nothing. You can get in trouble for hanging up on a customer, even when the customer is being abusive and using sexually aggressive language. There is suppose to be a system in place to deal with this, but management does not respond at all and the support team that is supposed to take the customer and is allowed to disconnect the calls often refuses to take the call and tells you just to deal with it.

    Advice to ManagementAdvice

    Support employees better. Don't let customers sexually harass and insult employees. Quit getting rid of good technical support reps because they don't do well in sales; these are two different skill sets.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  10. 2 people found this helpful  

    Great in the beginning, but its all downhill from there.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Universal Home Technician  in  Tulsa, OK
    Current Employee - Universal Home Technician in Tulsa, OK

    I have been working at Cox Communications full-time for more than 8 years

    Pros

    They move you through training fast, and the benefits/discounts are great... but there is very little room for advancement later on.

    Cons

    Long hours, the company is going through a 'standardization' process which is basically making the company feel like you may as well be working for Wal-Mart. They have no problem mandating overtime with little to no notice and the 'scorecard' grading system is completely unfair.

    Advice to ManagementAdvice

    Let the systems be independent from one another, you're taking away everything that was great about cox when i first started! It used to have a 'small business' feel, and now its just corporate rhetoric and nobody really gives a sh*t about whats going on locally anymore. We were even told in a recent meeting by a member of upper management 'It's going to get much worse, before it gets better..." yet we're supposed to be "the most trusted provider.." to our customers? How can customers trust Cox if your own employees dont even trust you?

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  11. 1 person found this helpful  

    Good job, but lacks leadership and direction.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - SOC Specialist  in  Deer Valley, AZ
    Former Employee - SOC Specialist in Deer Valley, AZ

    I worked at Cox Communications as a contractor for less than a year

    Pros

    The salary was good. Overall company seems to value most employees.

    Cons

    It's more about who you know, not what you know, when it comes to getting promotions in the SOC department.

    Advice to ManagementAdvice

    Don't bring in friends to manage a group if adults, when they have zero people or management skills. You will continue to have high turnover, if that doesn't change.

    Recommends
    Neutral Outlook
    No opinion of CEO

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