Cox Communications Reviews

Updated October 6, 2014
Updated October 6, 2014
655 Reviews
3.4
655 Reviews
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Recommend to a friend
Approve of CEO
Cox Communications President Pat Esser
Pat Esser
392 Ratings

Review Highlights

Pros
  • They truly do have a good work/life balance as a whole company (in 38 reviews)

  • Benefits- subsidized cable and internet are good (in 37 reviews)


Cons
  • Pay is lower in the call center than other similar companies nearby (in 16 reviews)

  • Lots of pressure to sale and the actual quality of customer service didn't matter anymore (in 16 reviews)

More Highlights

95 Employee Reviews Back to all reviews

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  1. 1 person found this helpful  

    Unrealistic Expectations. Revolving door job. Don't drink the Kool Aid

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee in Las Vegas, NV
    Former Employee - Anonymous Employee in Las Vegas, NV

    I worked at Cox Communications full-time (more than an year)

    Pros

    Paycheck. Decent money. Indoor job.

    Cons

    Too much work, too much pressure, high stress, deadlines, unrealistic expectations. Mentally draining. People get sick from the stress associated with the job. Limited growth potential-- Can't apply to other jobs within the company until after being there for 1 year.

    Advice to ManagementAdvice

    Give your employees less work in order to keep your best talent.

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

    Changing of the guard

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

    I worked at Cox Communications full-time (more than 10 years)

    Pros

    Good pay, Some good leaders still remain. Had the ability to be part of a few really great things. There was a window of greatness where the company was shifting focus to the right things.

    Cons

    No longer able to impact change at the local level. Now just a cog. Loosing focus, returning to the almighty and short term dollar.
    Brown-nosing is valued over a strong track record and reputation.

    Advice to ManagementAdvice

    Understand who you are promoting, how do they get their results. It should never be on the backs of the employees in their organization. There is a "good ol' girls" club.

    Doesn't Recommend
    Negative Outlook
    Approves of CEO
  3.  

    Average Company

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Tech Support Customer Care in West Warwick, RI
    Former Employee - Tech Support Customer Care in West Warwick, RI

    I worked at Cox Communications full-time (more than 10 years)

    Pros

    Respects diversity in the work place.

    Cons

    Job stability is uncertain in the eyes of many.

    Negative Outlook
    Disapproves of CEO
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  5.  

    Another large Corporation has lost its way.......

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Inbound Sales Representative in Rancho Santa Margarita, CA
    Former Employee - Inbound Sales Representative in Rancho Santa Margarita, CA

    I worked at Cox Communications full-time (more than 5 years)

    Pros

    Good training. Some departments are neutral..

    Cons

    Company has lost its way, will continue to lose market share in cable and other services in any competitive market place. Should continue to do well only in areas that don't have much competition. Overall quality of work environment had reached epidemic horrific conditions. Buck stops at the top and although many "employee surveys asking for direction, conditions continued to deteriorate. I would not support any products from this company knowing the insidious work conditions, the mistreatment of employees.

    Advice to ManagementAdvice

    Go back to treating employees like human beings and not just a numbers. Huge disconnect between corporate and local "franchises."

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  6.  

    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 (more than an year)

    Pros

    Good benefits, great people, the starting pay isn't bad. Before things went to hell, it really did feel like a family. I also learned a lot about customer service and dealing well with angry customers. (Cox has a LOT of angry customers.)

    Cons

    I loved the job for the first year and half, and then they switched to the service to sales model and everything changed.The pressure to make sales became overwhelming and completely ruined what had been a good job. I finally quit because I couldn't deal with that pressure. Since then, I have seen several friends who were long time employees get treated terribly.

    Advice to ManagementAdvice

    Technical support and sales require different skill sets. Customers want their service fixed, they don't want us pushing new products on them.

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

    It's a job...

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

    I have been working at Cox Communications full-time (more than 5 years)

    Pros

    I get a paycheck so that's good...

    Cons

    Difficult to get promoted here. Pay rates here are lower than equivalent positions elsewhere in Atlanta. HR likes to re-title you and put you in different pay scales without fair adjustments.

    Advice to ManagementAdvice

    Get some new HR people in there that know what they are doing.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  8. 2 people found this helpful  

    It went from Good to Worse

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

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

    Pros

    I loved the job's benefits like 401k matching,health insurance,dental insurance, the deep employee discount in their products, and in the beginning the family environment as they felt like family. I also loved the yearly raises. They're pay was great.

    Cons

    You will be more of a sales rep than tech support. Really they need to tell you that your value as an employee revolves around the ability to make a sale. They make you feel like crap when you can't sell something and they lack the ability to teach people to sell. Unless they change the sales training you are basically set up to fail unless you are naturally good or experienced in selling. They will also write you up with you don't perform even if you are trying to sell. You have to meet a quota. And you don't get paid for certain sells unless you sell specific products. They also do not pay you hourly for your sales efforts what you get is an incentive if you meet their quota. They will work you like a slave and you will perform multiple duties because they are cutting many departments and reorganizing which is very stressful on its employees because they are already the most unorganized company when it comes to implementing change anyway. And guess who takes the brunt? You. For ex: Once they started cutting jobs at other centers we received way too many calls and didn't have the proper staff to take the calls. So guess who got yelled at by customers for being on hold sometimes for an hour to get to someone? You. Then when we advised management of the many complaints they said we should apologize and empathize with them and we weren't doing enough to stop the complaints and that was the gist of it instead of trying to do something. And this lasted for a good month or more until they forced us to do overtime in order to handle the volume. They also often times didn't give us proper information on handling other areas that were calling in as Cox isn't quite standardized and they do different things in different areas. So you literally had to do research out the ying yang to help that customer which could be very time consuming. They have horrible software that crashes or freezes often. Imagine putting in an order for a sell and having to re key the whole thing over because the program that your using crashes. And already their order entry is a terrific nightmare.

    Advice to ManagementAdvice

    All issues I mentioned are fixable for any company. Management just has to develop a can do attitude and a willingness to implement proper changes and do them in a timely fashion to aid their employees.Train people better for what you require them to do when you want them to sell something. Pay your employees hourly for sales even if it's 5 cents more an hour plus incentives. Fix your ridiculous software problems, until you are standardized make information readily and easily available so agents spend less time on a call looking and feeling flustered the whole time. Get the proper staff to take calls as 20 or less reps can't take hundreds of calls in a shift. Try and recreate your family atmosphere so people don't feel like they are in a human sweat shop with pcs and chairs and feel like someone in a revolving door meaning they feel replaceable and not valued as an employee. Don't penalize workers when you know and recognize your training is horrific l when it comes to sales training. Learn how to become better organized when making changes as this can make a world of a difference. Change is not the problem it is what happens during the change that is stressful so when you make changes try your very best to make things as seamless as possible for your employees. I literally told management as I was walking out the door when I quit that if they don't change their ways they will not last as a company because all they focus on now is sales instead of offering good customer service. Without good customer service you can't retain customers and sell them products right?

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  9.  

    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 (more than an 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
  10. 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
  11. 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 (more than an 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

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