Hotwire Communications Employee Review

Former Employee – worked at Hotwire Communications

Pros – - Laid back for the most part.
- Friday and weekends is dress down day.
- Decent pay for amount of work you put in compared to other call centers.
- Employees were fun to work with while I was there. Everyone has the same mindset about the company.
- When there is a rare slow day when calls are minimal, you don't really have any other duties.

Cons – - Lack of resources
- Lack of 2nd level technical support.
- Lack of management support.
- Close to zero opportunity to be promoted or move up in the company (though they say otherwise in the interviews.)
- Company policy is: No raises.
- Company is not organized at all - constantly changing how things are done.
- Departments do not work well together. Billing and Network departments treat Customer Service like they are a waste of time.
- Dispatch department is a joke. Never heard of so many missed appointments or complaints about technicians in my life. Techs never show up and dispatch agents cover for them.
- Took away our water cooler because they refused to pay for water. We complained enough so that they put a filter on the sink in the office..

The WORST thing is - Customer Complaints
If you want to work here, be ready to get constantly abused by customers over the faults of other departments with almost no support from your supervisors - whether you are in Customer Support or Technical Support. I'm sure it's like this in every Customer Service position, but these customers are mostly high-end and already think they are better than you before calling in to complain.

Advice to Senior Management – Stop being cheap!
Hire more employees - More technicians are needed, more Customer Service reps and a better functioning dispatch department.
Purchase better equipment and more bandwidth and almost 50% of your issues would be resolved.

No, I would not recommend this company to a friend