Charter Communications

  www.charter.com
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3 people found this helpful  

Excellent Career Opportunity

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Culture & Values
  • Career Opportunities
Former Employee - Retention Specialist  in  Greenville, SC
Former Employee - Retention Specialist in Greenville, SC

Pros

-Free Broadband services (Cable, Phone, Internet) and discounted equipment and movie/event purchases
-Uncapped Commission Plan (Before December of 2010)
-Generous Benefit package including Medical, dental, and vision insurance, tuition reimbursement, life insurance, and long and short-term disability benefits. Credits for non-smokers and smoking cession.
-Frequent employee recognition and appreciation events including pizza parties during NBA and NFL games.
-Contests and incentives (IE $5 & 10.00 gift cards per bundles sold or reward points selling so many phones, DVRS, or home networking products).
-Experienced, effective supervisors and senior advisers and a professional, supportive, human resources team.
-Limitless opportunities for professional growth and development.
-Good neighbor philosophy is pervasive and impacts all aspects of business.
-Merit based annual shift bids (70 % performance, 30 % seniority) and bi-monthly mini-shift bids (based on business needs).
-Features the Street Side Care that offers home-style dinners, cold cut and grilled sandwiches, french fries, pastas, salads, soups, gourmet coffee, tea, desserts, and soft-drinks.
-Generous PTO schedule including vacation, sick time, bereavement, and floating holidays. -Entry level employees earn 40,000 + per year.
-Weekly Performance Development Meeting and Biweekly Team Meetings
-Competitive, fast-paced, welcoming work environment.
-Charter embraces diversity (in terms of ideas and backgrounds)
-The leadership team at Charter has an open-door policy and encourages employees to voice their concerns and share their ideas.

Cons

-Mandatory overtime during days off, which prevented employees from resting, relaxing, taking care of business, and enjoying their time off.
-Employees engaged in negative, distracting,non-work related conversations on the production floor (gossip, slander, and vitriol).
-Aggressive performance goals and targets, which were difficult for most employees to achieve.
-The quality assurance evolution process was subjective and did not factor in the end-user customer experience.
-QA scores of 0 were assigned to representatives whose save attempts were deemed too weak and agents were placed on quality based performance improvement plans, even if there was no documented quality issue outside of one call). The pip required 50 percent call monitoring, and participant were terminated for any calls that were scored below 80 percent.
-FMLA utilization rates were astronomical, and this had a negative impact on service levels.
-A few supervisors preferred performance improvement plans (which required participants to meet all performance goals within 30 days or face termination) over coaching and positive motivation.
-Performance improvement plans and terminations were common, which contributed to insufficient staffing levels and led to high levels of stress among employees.
-Attendance policy exemptions were not granted fairly, equitably, and transparently.
-Staffing levels were not congruent with the high call volume,and this was one of the main reasons so many employees experienced burnout.
-Taking to 40-50 calls per day is mentally,physically, and emotionally draining.
-The instructional strategies that were employed during training (new hire and up to) were outdated and ineffective.

Advice to ManagementAdvice

Focus on growing the customer base in the communities in which you already serve and have infrastructure. In order to accomplish this, you must strengthen your capabilities and improve the service quality.

Recommends
Neutral Outlook
No opinion of CEO

Other reviews for Charter Communications

  1. 2 people found this helpful  

    Insufficient training

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Business Account Executive  in  Fort Worth, TX
    Former Employee - Business Account Executive in Fort Worth, TX

    Pros

    Great income "potential" but that's the key word - POTENTIAL

    Cons

    After overcoming the usual objections and winning the sale, then salespeople have to handhold site surveys, construction, and installation to make sure customers don't get screwed, and sometimes even that doesn't keep it from happening. Salespeople have to be tech wizards about PBX & DID phone systems, and customers have to have their own tech support staff on site or else the installation fails & salesperson doesn't get paid.

    Advice to ManagementAdvice

    Tell the whole truth about what the job entails, and get some corporate trainers who give a $#i! about what they're teaching

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  2.  

    Long hours in any weather

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

    Pros

    The days go by fast, the people you work around tend to be decent. Discounted services.

    Cons

    The hours aren't 9 to 5, its from start to whenever the jobs are done, or to the end of your shift whatever comes latest. Which considering the overbooking and cramming in of every possible job tends to lead to lots of overtime. Also the company has no clear path, the necessary steps towards promotion and pay raises has changed a half dozen times already so techs are left with no clear path to progress, the massive restructuring of the company has not gone smoothly or well. Raises are on the low side and commissions were taken away resulting in pay rates actually dropping.

    Advice to ManagementAdvice

    Get your plans hammered out so people know what to do to advance and try to incorporate more field personnel in your decision making because whether you like it or not they are the ones who actually have a clue as to whats happening out there.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
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