513 Employee Reviews (View Most Recent)

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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

Other Reviews for Frontier Communications

  1. 1 person found this helpful  

    Motivating

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service  in  Kingman, AZ
    Current Employee - Customer Service in Kingman, AZ

    I have been working at Frontier Communications full-time for more than a year

    Pros

    Work at Home, Flexible, Benefits

    Cons

    Hours, Low pay rate, technical infrastructure

    Advice to ManagementAdvice

    Streamline system, training and procedures

    Recommends
    Positive Outlook
    No opinion of CEO
  2. 1 person found this helpful  

    Tied to your phone

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

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

    Pros

    Benefits and earn vacation time every month

    Cons

    Tied to phone, way to many programs to navigate

    Advice to ManagementAdvice

    Coaches need to help we know more than some of them

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
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