Cox Communications Reviews

Updated October 23, 2014
Updated October 23, 2014
657 Reviews
3.4
657 Reviews
Rating Trends

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

Employee Reviews

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  1.  

    All they is provide lip service

    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Uht
    Current Employee - Uht

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

    Pros

    Pay and benefits are decent. Better than most. Free cable and internet

    Cons

    They treat the techs like crap. They keep adding more responsibilities with no raise in pay and fewer and fewer tools to accomplish tasks. Severely understaffed and management makes it clear they want even less of us and more contractors. Made numerous changes that were suppose to make job easier. Instead it made job even harder. No chance for advancement

    Advice to ManagementAdvice

    Listen to the techs. We are front line employees. Some person who has never worked in the field or has been out of the field for so long they have no clue what is going on is the one making the policies for field service.

    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO
  2.  

    Wonderful company with the wrong people in leadership positions

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

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

    Pros

    They offer a great benefits plan and really seem to have a culture of caring for people and righting any wrong that occur. For hourly employees their are many overtime options.

    Cons

    The people in leadership do not communicate effectively with the front line employees. We were not aware of company policy changes in enough time to adhere to them. The persons in leadership did not harbor the culture of inclusion that the executive levels of the company portrayed.

    Advice to ManagementAdvice

    Follow through on the policies that are proposed to the agents. Make sure that if changes that will effect the day to day schedules occur, the representatives that are effected know in enough time to handle personal matters (i.e. transportation, childcare, school). Also promote from within.

    Recommends
    Negative Outlook
    No opinion of CEO
  3. 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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  5.  

    Excellent company to work for at first.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Field Service Representative in Pensacola, FL
    Former Employee - Field Service Representative in Pensacola, FL

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

    Pros

    Great benefits. Great pay.

    Cons

    Too many changes too fast. The realignment has affected every department.

    Recommends
    Positive Outlook
    No opinion of CEO
  6. 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
  7.  

    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 (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
  8.  

    Third Party Retail Sales

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

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

    Pros

    Decent pay (even though weekly)
    Uncapped comission structure
    Great hours (Work your own hours)

    Cons

    Virtually no advancement opportunities.
    Complaints from customers on high billing (outside of your control) can sometimes derail a potential sale.

    Advice to ManagementAdvice

    No comment

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

    Good Company for pay and benifits

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Inbound Sales Representative in Oklahoma City, OK
    Current Employee - Inbound Sales Representative in Oklahoma City, OK

    I have been working at Cox Communications full-time (more than 3 years)

    Pros

    Reduced Cable, Internet and phone all channels free

    Cons

    Make one mistake and your out the door

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  10.  

    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 (more than an 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
  11.  

    Many years in two different locations

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

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

    Pros

    Will meet some great people
    Different locations offer different specialties.
    When reorganizing they will try to retain current employees

    Cons

    Leadership has tunnel vision
    Not very good at training

    Recommends
    Neutral Outlook
    Approves of CEO

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