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1 person found this helpful  

Retention Specialist

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Culture & Values
  • Career Opportunities
Current Employee - Retention Specialist  in  Milwaukee, WI
Current Employee - Retention Specialist in Milwaukee, WI

I have been working at Time Warner Cable full-time for less than a year

Pros

Coworkers are nice and friendly but you will spend the vast majority of your time on the phones dealing with the same issues day in and out. You will do well if you can properly compare TWC services to the regions competitors and convince others the value of their services.

Cons

Turn over is high because of the stress of being the last line of defense with frustrated and angry customers but if you keep a positive demeanor it is easy to disarm them. All new employees must also work at least one weekend day.

Recommends
Neutral Outlook
Disapproves of CEO

Other Reviews for Time Warner Cable

  1.  

    Business Class Services are ever growing, great place to be!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Manager  in  Charlotte, NC
    Current Employee - Manager in Charlotte, NC

    I have been working at Time Warner Cable full-time for more than 5 years

    Pros

    Health and retirement benefits are great. Free or discounted cable and internet services. Group rates for local events and discounts at many local area businesses

    Cons

    Internal silos, systems that don't talk causing swivel chair re-work

    Advice to ManagementAdvice

    Continue to focus on customer first and open communication throughout departments cross functionally

    Recommends
    Positive Outlook
    Approves of CEO
  2. 1 person found this helpful  

    Takes time

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative  in  Garfield Heights, Cuyahoga, OH
    Current Employee - Customer Service Representative in Garfield Heights, Cuyahoga, OH

    I have been working at Time Warner Cable full-time for more than a year

    Pros

    Pays well. New commission structure is fantastic. Free cable & internet. Great health insurance. After one year of working at a 24-7 company got weekends off. Friendly atmosphere. Free onsite gym. Extra incentives for working overtime.

    Cons

    Constantly changing supervisors/teams and having to learn the ways (personality) of each new supervisor who has their own way of doing things. Making policy changes on a weekly basis without the benefit of consulting the frontline people who are the ones in the trenches dealing with the backlash. If a customer calls back within 3 days of calling it affects call center agents negatively, possibly resulting in a write-up. Too many write-ups and you will be terminated, no matter how long you have been there or how good you are at all the other aspects of your job. Conversely, stay on a call too long and there will be a lead standing behind you asking why. It is a call center, right?? It takes a long time to learn how to deal with rude, angry, entitled customers, like the ones who feel there certainly must be a technician in the area who can come replace their cable box right this instant or they will miss tonight's riveting episode of "Atlanta Housewives". We have no direct communication with dispatch or the techs and have no idea what poles they are currently dangling from.

    Advice to ManagementAdvice

    More communication with your frontline. After all, we are the face and voice of the company.

    Recommends
    Neutral Outlook
    No opinion of CEO
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