There are newer employer reviews for Frontier Communications

5 people found this helpful  

Disappointing thus Far :) Miss You Verizon!

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Culture & Values
  • Career Opportunities
Current Employee - Supervisor  in  Seattle, WA
Current Employee - Supervisor in Seattle, WA

I have been working at Frontier Communications full-time

Pros

Frontier's culture allows a level of local control of key decisions that will have the best impact on customers, sales, etc. That is their biggest strength! Relying on their employees to make great decisions.
Frontier is very nimble at taking a new direction in investment. I am certain that in a rural market with little or no competition, that these two attribute are all that are needed to succeed.

Cons

The SLT (Senior Leadership Team) has presented an updated strategy as to where they are taking the company, but to the average work in the highly competitive Seattle Metro area that strategy doesn't add up. The overall feeling of employees in WA is that Frontier is that every new action that the SLT takes is more 'frantic' than the last. After a conversion of all customers and employees from all Verizon systems to Frontier systems, customer service levels have continued to tank far worse than anyone had thought possible. Customers are constantly received no bills, wrong bills, they are disconnected by accident when calling to make a simple change, 20% of service orders are lost until the customer calls in on their due date to ask why no one has shown up.
Further, under the heading of 'Frontier Frantic', every 90 days (at most) the company strategy changes. First expand the reach....wait... stop....expand the speed.....wait....stop....and on it goes.
Verizon invested in a very advanced fiber to the home network in the urban and suburban serving areas but Frontier has taken no steps to take advantage of this asset. In Frontier Fios (the fiber to the home network) is a four-letter word.

Advice to ManagementAdvice

Invest every minute of your time and every dollar you spend into fixing the customer experience. At least provide a satisfactory experience. Yes, at this point, we would by happy with satisfactory!

Not everything can be fixed at the local level! Especially with the 1970 AS400 system that many of Frontier's apps run on. Be strategic and be quick in your IT investments. If processes are broken at a national level, and you know it, develop a process or system to improve it. Don't just put it on the backs of the front-line employees. You need support staff, not just front-line. You are big company now!

Don't overlook the FIOS network! Instead, maximize your use of it! Don't just look at how to save dollars by getting off the Verizon video feeds. Be bold! You can't be a fast follower here! Comcast and Time Warner are eating our lunch!

Doesn't Recommend
Negative Outlook
Disapproves of CEO

483 Other Employee Reviews for Frontier Communications (View Most Recent)

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  1. 2 people found this helpful  

    Talk the Talk AND Walk the Walk

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Facilitator  in  Charleston, WV
    Current Employee - Facilitator in Charleston, WV

    I have been working at Frontier Communications full-time for more than 3 years

    Pros

    Geniunely customer focused; Sincere commitment to give back to the communities it serves; Accessible leadership with strong long-range, strategic planning skills.
    Well orchestrated acquisition of Verizon properties in 13 states resulting in minimal disruptions;
    No hidden agends and very upfront leadership

    Cons

    More communication about the company's overall growth plans

    Advice to ManagementAdvice

    Keep up the good work... know your talent in the field.

    Recommends
    Positive Outlook
    Approves of CEO
  2. 4 people found this helpful  

    Call Center, Sales

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Sales Representative  in  Everett, WA
    Former Employee - Sales Representative in Everett, WA

    I worked at Frontier Communications full-time for less than a year

    Pros

    The pay is good. The Everett, WA. call center has a beautiful building and well kept campus. Eight weeks of paid training.

    Cons

    This is a call center sales position where customers call in with billing questions and it is the reps. responsibility to try to sell on EVERY call - even if the person calling is irate.

    Advice to ManagementAdvice

    Don't force sales reps to attempt a sale to irate customers, it just makes them more irate.

    Recommends
    Negative Outlook
    No opinion of CEO
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