Armstrong Cable

www.armstrongonewire.com
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Armstrong Cable Reviews

Updated January 14, 2015
Updated January 14, 2015
18 Reviews
2.9
18 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
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Jay L Sedwick
13 Ratings

Employee Reviews

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  1.  

    go nowhere fast

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Rather Not Say in Butler, PA
    Current Employee - Rather Not Say in Butler, PA

    I have been working at Armstrong Cable full-time (more than 10 years)

    Pros

    good benefits and long term employment.

    Cons

    my be suck up to get anywhere with company. job skill, performance and training makes little difference.

    Advice to ManagementAdvice

    review you senior staff.

    Recommends
    Neutral Outlook
    Disapproves of CEO
  2.  

    Great pay and benefits

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

    I have been working at Armstrong Cable full-time (more than 8 years)

    Pros

    Employee Perks include:

    Free cable, Internet and TV services, 2 weeks of paid vacation, 1 week of paid floating holidays, 1 week of paid sick days, Mass Mutual 401k and pension plan, Health Insurance through Highmark or Aetna, employee discounts on Verizon Wireless service and Ponderosa restaurants, tuition reimbursement.

    Workday Benefits:

    You get to work with a great training, lead line and supervisor staff who are all there to help you be a success.

    Opportunities to add to your income by working voluntary overtime and holidays.

    Shifts and working holidays are determined by a seniority shift bid, which is very fair.

    Opportunities to be promoted to lead line, dispatch, network operations, or supervisor, just to name a few. Work hard, perform well, make yourself valuable and you can move up.

    Cons

    Like any job, there can be frustrating days and challenges. I can't really think of any more negatives than you would run into at any other workplace.

    Advice to ManagementAdvice

    Give higher pay raises and pay caps to lead line and supervisors. They deal with a lot more responsibilities than regular phone agents and should be rewarded.

    Recommends
    Positive Outlook
    Approves of CEO
  3.  

    Just another employee mill.

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

    I have been working at Armstrong Cable part-time (more than a year)

    Pros

    The pay is pretty good. Your direct supervisor is usually kind and helpful. You get to help some nice people here and there.

    Cons

    The Network Operations Team refuses to acknowledge problems to the point of causing issues to take days to be addressed. There is downright hostility towards Tech Support representatives from both NOC and Dispatch. Things fall through the cracks often because of this. The tools that are used are unreliable and archaic. There is very little room for promotion and being a favorite makes you much more likely to be promoted than being qualified. For a company making a killing off of the Internet, Armstrong sure is hateful towards geek culture. You can wear a sports jersey most any day but try to wear a Mario t-shirt and you'll be in trouble. You are given days off but you can't use them in case of emergencies because you almost always have to plan time off months in advance. If you have vacation time available and have to take off because of emergency you will lose vacation time but you will also be reprimanded for taking off without scheduling it ahead using the terrible scheduling software you have access to (that is only available from Internet Explorer). You are often required to lie to customers about mistakes that other representatives make and policies like data consumption caps. No insurance or other perks unless you manage to get full time.

    Advice to ManagementAdvice

    Embrace geek culture. Embrace progress. Stop forcing people to lie about data caps. Stop taking away vacation hours and reprimanding at the same time.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
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  5. 1 person found this helpful  

    Great place to start, or even to begin a career!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Technical Support - Lead in Butler, PA
    Current Employee - Technical Support - Lead in Butler, PA

    I have been working at Armstrong Cable full-time (more than 8 years)

    Pros

    Benefits for Full Time CSR and TSR Agents and above:

    Highmark Health Insurance.

    Optional Vision and Dental Coverage.

    Optional Health Savings Plan.

    Optional life insurance through MetLife.

    Optional tuition assistance reimbursement program.

    Multiple discounts from local and national companies are offered to Armstrong employees.

    401k and Pension Plan with Mass Mutual (you can contribute to your 401k, Armstrong contributes to your pension fund in one yearly lump sum.

    Cable TV, Internet and Telephone services free of charge (if you are in the service area).

    Workplace Benefits:

    Union Free Workplace!

    Prospective employees are given criminal background checks and drug tests.

    Paid training.

    Free parking close to the building.

    Work in a clean and climate controlled office.

    You are given a clean workspace with ample room, storage and an ergonomic office chair.

    PCs with Windows 7, Mac OSX, Fax Machine, Copier, and Laser Printers are available for you to work with.

    On-site break room (vending machines, Free coffee, microwave, refrigerators, water coolers, ample seating and HD TV for entertainment.)

    Ongoing training and mentoring are available if needed.

    The online knowledge base and Lead Line team are there to help you to be successful on your calls.

    Opportunities to work overtime and holiday overtime.

    Opportunities for advancement to other teams after gaining experience. Possibilities of applying, interviewing and being promoted to: Lead Line Agent, Supervisor, NOC Technician, Quality Assurance Specialist, Sales, Commercial Sales, Telephone Provisioning, Corporate IT, and others!

    You have to be a big time failure and/or idiot to get fired from Armstrong. I'm talking multiple lates, just not showing up for work, going way over your time off limit, losing your temper with customers, and just generally refusing to take responsibility for your actions.

    If you're a good person with a work ethic and desire to learn, you'll do fine!

    Armstrong is great and I could see retiring from this company. I may not always live the job, but I'm proud of the company and the fair way that employees and customers are treated compared to other cable companies.

    Cons

    If you have problems with talking on the telephone, being patient, troubleshooting and do not have people skills, you will run into problems.

    Busy times can make for some long days, but it is a call center job that you applied for!

    The only real con that I can think of is that sometimes you may be drafted to work on a holiday.

    Oh, and sometimes co workers can by crybabies about doing their job, working overtime or being passed up for promotions. They can underperform but just do enough not to get fired. Annoying to work with, but not a deal breaker if you just work about yourself. :)

    Advice to ManagementAdvice

    Offer higher pay raises for lead agents and supervisors. There should be a tiered pay and cap system.

    (Example for hourly pay by position: Phone Agents cap at $20, Lead Agents cap at $25 and Supervisors Cap at $30)

    It's a joke that some people who still answer calls make more than Leads, Supervisors and QA agents.

    Recommends
    Approves of CEO
  6. 1 person found this helpful  

    Worst job in IT

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

    I have been working at Armstrong Cable full-time (more than 3 years)

    Pros

    Learn how information technology is implemented on an ISP level.
    Supervisory staff is nice, some are even good at their jobs.
    Pay is OK, work hard and you'll get better raises.
    You can read if it's really slow, which is almost never.
    Learn how to communicate technical issues to people who have no technical skill.

    Cons

    Part time starting no matter what at the service center. Get ready to be part time for years.
    Company decided to keep more than half employees part time to save themselves money when affirmative care act was passed. They publicly encouraged part time there to get second jobs.
    Good people tend to leave because of perpetual part time status.
    Oppressive stressful work environment, no team building, no social aspect, prepare to hate your job and care about no one you work with, or for.
    Dishonest positioning of services, low data caps enforced, not explained by sales, tech support expected to clean up corporates selfish folly.
    Expected to use insulting high school level click through troubleshooter application, rather than using your brain like we've been doing for years.
    Cheap wholesale modems (Hitron, SMC) provided to customers. Customer cannot purchase their own modems, so forced to use this unreliable equipment and we are forced to pretend that they're reliable.

    Let's be honest, working in an ISP call center is the worst job in IT. Be realistic and don't make a career out of Armstrong.

    Advice to ManagementAdvice

    Make employees call scores mean something. Right now you can be fired for low ones, but high ones mean NOTHING other than a POSSIBLE tiebreaker in promotion consideration.
    Do nice things for employees, take them bowling, to dinner. Anything other than the pathetic fish activities no one can participate in due to low staffing, and lack of management caring.

    Negative Outlook
    Approves of CEO
  7. 1 person found this helpful  

    Damage Control

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

    I have been working at Armstrong Cable part-time

    Pros

    The co-workers are great people
    Management was hit or miss, some of them are great people
    Free Services
    Good Pay for a third world country...Oh wait
    You learn how to make ripping someone off sound good to them!

    Cons

    Unattainable company goals if doing job correctly, you have to lie to get good scores
    Employee turn-over horrible causing below
    You often get snowballed issues that were handled wrong by the constant influx of new hires
    You cannot get hired in as Full-Time it will not happen they do not want to make you full-time they believe they are above the law with Responding to the Health care Reform act so unless you can afford to not have healthcare or you are okay with a company taking 5 days from you for 27.5 hours 5.25 hour shifts then do it
    Nepotism.
    Company loses 20-30 people a year to other cable companies that pay 4xs the salary
    You aren't at work until you your PC boots up and are taking calls, no time-clock
    Customers never call in to say you are great
    You play damage control rep
    Everything you do is critiqued even if the customers are happy

    Advice to ManagementAdvice

    Treat People like assets not overhead

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

    Armstrong tries to promote itself as a caring company, but I got more respect in boot camp

    • Comp & Benefits
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    Current Employee - Technical Support Representative in Butler, PA
    Current Employee - Technical Support Representative in Butler, PA

    I have been working at Armstrong Cable part-time (more than a year)

    Pros

    Great co-workers, the phone tech support staff is an incredibly intelligent group of people who all try very hard to make the best of what we have

    Cons

    To move into a different position one has to go through their supervisor, most of the time this takes forever and if they are short staffed in an area (like mine) you will not hear back. Extremely limited ability to get a full time position, causing a large number of very good employees to go elsewhere.

    Advice to ManagementAdvice

    Spend just a little bit more money on the equipment you provide, and save a lot of money on field tech appointments. Allow current employees to apply to other positions within the company. Respect your employees.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  9.  

    It depends on what you expect

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Butler, PA
    Former Employee - Customer Service Representative in Butler, PA

    I worked at Armstrong Cable part-time (more than a year)

    Pros

    Casual dress code, free cable and phone if you're a CSR (cable) rep or free internet and phone if you're a TSR (internet/phone) rep, part-time employees do receive some sick and vacation time though none of it is paid, paid in-classroom training, and other jobs within the company are posted internally before outside candidates are selected. There are other perks such as discounts on new GM, Ford, and Chrysler vehicle purchases, and computers purchased thru Dell Direct. Many others too. Good for college grads just starting out who are looking to grow with a company that they can retire from. Many have done just that at Armstrong.

    Cons

    Typical call center operation...24/7, 365 days a year, everyone starts as a part-time employee, and under the Affordable Health Care Act, hours are capped at 27.5 per week. You are told upfront that notwithstanding past experience, starting pay is $10.00/hr, which is low considering what you have to put up with for a part-time job, this includes customers who can be abusive or otherwise unkind towards you. You're also expected to spend no more than five minutes on the phone per call, with no more than a minute afterwards to complete after-call work before taking the next call. You are also scored on the quality of the call, which includes your verbiage, and even your tone of voice.

    Advice to ManagementAdvice

    Everyone starts at the same wage regardless of their experience. Offer better pay to seasoned and experienced workers, and commission TSR's and CSR's to upsell customers if they have the chance to do so. Merge the retention and outbound sales departments to handle both. Offer cash incentives to reps who maintain a constant of five minutes or less per call and a minute or less in wrap up, and overall call score averages contingent on their experience. You have a great deal of very costly turnover and this is the best way to address it. The money you believe you're saving by hiring part-time CSR's is costing you more in the constantly revolving door of CSRs.

    No opinion of CEO
  10. 1 person found this helpful  

    Worst job I've ever had was at Armstrong GOC

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Cognos Developer in Butler, PA
    Former Employee - Cognos Developer in Butler, PA

    I worked at Armstrong Cable full-time (more than 3 years)

    Pros

    Opportunity to take on a lot of responsibilities and learn how to manage high levels of stress.

    Cons

    You will be paid less than industry standards to do more than average amount of work. If you are a woman or minority, there is zero chance of promotion. There is a minimum required 12% overtime for salaried employees at the corporate office. Hours are not flexible nor negotiable.

    Advice to ManagementAdvice

    There are very valid reasons why turnover is so high at the corporate office. You do not treat your employees with respect, there is no defined career path (if any), and salaries and paid time off are significantly below industry standards. I would recommend bringing in an HR consultant to do an independent review of the company. I've always loved the upper management at this company, but the seems to be very little visibility for them past the middle management layer (where I feel many issues exist).

    Doesn't Recommend
    Neutral Outlook
    Approves of CEO
  11. 2 people found this helpful  

    Friendly workplace with advancement opportunities for those who work hard!

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

    I have been working at Armstrong Cable full-time (more than a year)

    Pros

    Armstrong has been recognized year after year for providing award-winning customer service. The fast-growing company remains privately owned by the Sedwick Family in Butler, PA. From my first day in training, it was evident that Armstrong is very proud and passionate about its heritage and reputation. I believe they are a great company to work for and also feel they are well respected by the communities we service.

    As a Technical Support Representative, my primary duty is to answering phone calls from residential and commercial customers who need assistance with their high-speed Cable Internet and Digital Telephone services.

    New agents will begin their paid training in a classroom setting for approximately three weeks. During this time you learn how to troubleshoot common service issues, use the computers and software, log your calls, and a large amount of emphasis is put into your communication skills.

    The company has invested a great amount of time and resources into training and mentoring its agents, which is likely why our quality of service exceeds that of our competitors. There are "help desks" which are online knowledge bases, filled with answers to any question you could think of. And when in doubt, there is a dedicated "Lead Line" of experienced agents and supervisors who are always willing to help you when you get stuck!

    Although I chose to dress professionally most of the time, the dress code is very relaxed and almost never enforced. On most days it is totally acceptable to wear jeans and comfortable shoes!

    Every agent gets to work in a large, cubicle with a comfortable ergonomic chair. Depending on your shift, many agents do share their cubicle with somebody who works the opposite time of day. I have been fortunate enough to get my own cubicle which is very nice, because I can decorate and make it my own!

    Patience is virtue, but hard work clearly pays off! I have been with the company for a little over a year, maintained good attendance, performed my job well and continue to do so in a positive and upbeat demeanor. Starting as a Part-Time agent with few benefits and 30 hrs per week, I was recently promoted to Full-Time status, which lets me enjoy the following perks:

    My Full Time Employee Benefits:

    - Health, Dental, Vision and Life Insurance
    - Long Term Disability
    - Company-Paid 6% Retirement Pension
    - 80 hrs of Paid Vacation
    - 40 hrs of Paid Sick Time
    - Paid Holidays
    - Education Assistance (Armstrong will pay for you to go to college!)
    - FREE Services, including: Cable television (Every option available), High Speed (Over 50mbps!) Internet, and Telephone services

    There are a lot of agents who have worked at Armstrong for many years and have yet to advance or receive full-time status... these are usually the ones you hear from the most when reading online reviews. If you are considering a career with Armstrong, please don't let let their reviews deter you.

    If you have a positive attitude and perform your job well, you WILL advance in this company and will do so QUICKLY. In a way, I feel that I am an example of this. Armstrong Group of Companies is a very large enterprise, employing over 2,300 people in numerous industries.

    I am confident that wherever my career path leads me, Armstrong will have a position and place for me to meet my full potential.

    Cons

    Dealing with the public can be stressful at times, and we tend to remember the small percent of customers who mistreat us compared to those who are kind and appreciate of our support. Maintaining your personal integrity is a MUST sometimes.

    The Armstrong Customer Service Center is a 24/7/365 facility, meaning it NEVER closes.The only downside I've experienced is that sometimes you can be drafted to work major holidays if enough people don't volunteer to work them. I can hardly complain though...

    Don't worry, even though we're always open, you'll never work before 7AM or after Midnight - there is a separate overnight team that's hired specifically for that shift!

    Advice to ManagementAdvice

    You have a lot of great employees with very sharp skill sets and a passion for what they do. Armstrong has high standards and expects nothing but the best from its employees, which is why the company is consistently awarded for its outstanding customer service! Accordingly, I feel that the pay-rate for Armstrong's TSR's needs to be more competitive.

    Recommends
    Positive Outlook
    Approves of CEO

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