AT&T Reviews in Las Vegas, NV Area

Pros

AT&T is a great company overall. You can transfer almost anywhere. It is a union job. You recieve alot of training on different aspects of the job.

Cons

They are constantly changing certain processes sometimes it catches you by surprise. Alot of input from employees is heard but not always followed up on.

Advice to Senior Management

I would just say be reasonable, professional and respectful . Go over and beyond on keeping employees happy. Keep your employees informed.

Pros

You will learn a lot about AT&T dsl and wireline technologies. Job consists of helping dsl customers that are getting started with their internet service, having internet connection problems and problems getting into their email. Customer Assistants (CAs) also provide limited help with computer problems, but most of those calls are transferred to a fee based department. Classic call center environment-consecutive inbound calls one after another, "wrap-up" for more than 1 minute a big negative. CA's job performance is based on average length of a call, resolving customer's problems on the first call, customer satisfaction surveys, attendance, necessary tech dispatches, taking breaks/lunches when scheduled, etc. Helping customers that aren't very computer literate is the biggest challenge. Company policies change frequently so CAs have to adapt quickly. The shifts are 8 hours/5 days a week with a 30 minute or 1 hour lunch and usually split days off, depends on your seniority and the shift you get. Better chance of getting Sat-Sun off if you work the latest shift weekdays. The center's hours are Mon-Sat 7am-11pm. There is occasional overtime if a call you're on goes past the end of your shift, usually only 5-15 minutes, but sometimes up to 1 hour. Pay depends on experience and formal education/certifications: $10.04-$15.00 an hour. Pay increases 40-50 cents after a year then every 24 months. There are quarterly performance bonuses based on meeting at least 3 of 5 scorecard categories. The dental and eye care plans are fine, but the medical/prescription plan has a $1,200 annual deductible; after deductible it covers 90% of costs. Insurance starts immediately, no waiting period or pre-existing condition exclusions. You can transfer to a different AT&T company, job in another city or get promoted after 18 months. If you want a non-management job with AT&T Wireless (Mobility)-lots of locations locally, you have to quit AT&T Internet Services and wait 6 months to apply.

Cons

Very tough attendance policy, if you are late more than 2 times in your first 3 months you get fired. After that it’s based on how often you've been late and your job performance. Most people get fired over attendance in the first 3-8 months. It doesn't matter if it’s at the start of your shift or returning from a break or lunch. This is a union represented job through the Communications Workers of America (CWA). AT&T had the CWA to organize the Las Vegas location when it opened in 2008, the employees were never given a choice in choosing a union or if they even wanted one. The CWA actually put the strict attendance policy in the union's contract with AT&T so employees would believe they need a union to protect them from the company. Unions can be great, but the CWA is only concerned with collecting lots of union dues and being the exclusive union for all call center jobs with AT&T Internet Services. When it comes to protecting employees from being fired over trivial issues the CWA does nothing except keeping records of disciplinary meetings between managers and employees. Instead of making work rules less strict and giving employees more job security, the CWA in 2011 negotiated a contract where employees can receive performance bonuses for meeting scorecard categories, but if you don't meet those performance categories you get fired. Another negative thanks to the CWA is shift bidding, a monthly week long computer based mess. CAs have to bid on over 300 different shifts, this can take up to an hour if you're trying to get a shift you want, but you only get 15 minutes scheduled to bid. If you miss shift bidding due to vacation, illness, etc, then you're assigned a random shift. You can trade your shift, but that's a job all by itself. Other AT&T companies with call centers not organized by the CWA don't have this morale draining system.
To make things wose, the CWA put in the contract with AT&T that all of an employee's unused/accrued vacation pay becomes void upon termination or quiting. NV is a right to work state so you don't have to join despite what AT&T and the CWA tell you.

Advice to Senior Management

Get rid of overly strict policies that create an uncertain future for employees constantly worrying about job security in a tough economy. Keep experienced employees with a year or more on the job instead of threatening them with termination and investigations for not meeting performance standards. Too many great employees have left because they thought they were going to be terminated. Stop rewarding bad employees that bill customers for premium services they never authorized and stop the threats towards employees that don't hard sell every customer.

Pros

The best reasons to work for AT&T are:
1. You are in retail sales and would like to be well compensated
2. You want affordable health coverage
3. You love technology and gadgets
4. Your able to figure complexed things out yourself with no manager assistance.

Cons

Some of the downsides are:
1. Managers are not technical for the most part so explaining features of a phone will take some time.
2. Training can get repetitive if you are informed.
3. Depending on where you are working can alter your pay significantly.(IE which store)

Advice to Senior Management

Each store should be given more autonomy in the plan-o-gram. Certain areas sell certain products more often even on the same side of town. The in store management should be able to discern which products should be in the closest proximity in order to make complete solutions.