Windstream

www.windstream.com
There are newer employer reviews for Windstream

 

Stressful and draining job

Former Employee - Customer Service Representative in Cornelia, GA
Former Employee - Customer Service Representative in Cornelia, GA

I worked at Windstream full-time (more than a year)

Pros

Opportunity to make extra money when you make commission and the chance to work with and create some good friendships with co workers. Windstream offers campaigns at work to win things like tvs and internet tablets and money....but money and things cant replace your sanity.

Cons

Sales expectations makes job high stress. All calls are monitored by a group of other employees and pretty much every word out of your mouth is dictated. You are expected to say everything a certain way or you get a low score. Its like being in prison. You cant be who you want to be or say anything you want to say without getting in truoble for not doing it right. Also schedules change constantly...you may work an early shift for months then work the closing shift for months and you never know when it will change. No way to have a life or family life when you never know what your shift will be and as soon as you get accustomed to one shift and your family life settles into it they will change it on you.

Advice to ManagementAdvice

Stop requiring reps to sell services and products customers don't really need to just look like you are meeting a quota. Upgrade equipment in your service areas to accomodate customers who need better and faster internet. Work with your employees and have more compassion for them...they have families at home and circumstances going on that needs consideration sometimes. Lack of communication in many areas and alot of contradicting going on between the mgt, supervisors and reps. They tell you to talk to the customers and find out what they really need as far as services and products but then tell you how many minutes you can be on each call. Alot needs to change or the one that will always remain the same at Windstream in the turnover rate..which is outrageous.

Doesn't Recommend
Negative Outlook
No opinion of CEO

326 Other Employee Reviews for Windstream (View Most Recent)

Sort: Rating Date
  1.  

    What they want you to do and what they tell you to do are not the same.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Sales and Service Representative in Cornelia, GA
    Former Employee - Sales and Service Representative in Cornelia, GA

    I worked at Windstream full-time (more than a year)

    Pros

    I loved my co-workers when we were able to have meetings.
    I liked the Management directly above me, they are willing to help you where they can.
    The Pay was decent and I received excellent initial training.

    Cons

    There is a break in communication between the lower management and corporate leadership. The higher ups seem to have no idea what it is really like interacting with the customers but they make the rules and goals for call time etc. As a Customer service representative the main focus of the job is not to take care of the customer but to sell the customer additional products that they may or may not need, especially additional Phone land lines and "bundle adders" (e.g. virus protection etc). The sales goals are very high and the pressure is extreme. Making the job more difficult is the fact that equipment is not upgraded like it should be for a company that brands itself as high tech and there are constant supply chain issues for repairs and upgrades. If a customer is calling in to complain that their broadband service isn't working, it is difficult to convince them to buy additional products from you. Additionally for several months there was mandatory overtime every day of the week and it was next to impossible to get scheduled time off.

    Advice to ManagementAdvice

    Upper Management seems to think that the big problems in the marketplace are branding issues. Unfortunately, available technologies have surpassed what Windstream is able to provide even in an ideal situation, which is rarely the case. As a case in point, The company spent Millions in marketing on their Merge Campaign which was designed to compete in the marketplace with products like Comcast's xfinity and AT&T's Uverse. There was no new product, it was still ADSL2+ that had just been re-branded to add a Roku device. However, the campaign was abandoned less than 9 months later when numerous issues, including a lack of training for the sales team, and extreme confusion on the part of the customer base arose. There was no planning or follow through on a flimsy premise at best.

    In short, my advice is 1) spend more money on fixing the system in place because good word of mouth is be best advertising you can buy. 2) Split your Sales team and Customer service teams up. No one wants to call in to report an issue with a bill discrepancy and have someone try and sell them something 3)please abandon the idea that all of your customers want Land Lines and stop forcing it on them. Most of your customers only want DSL anymore and even your prices for that are really high.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  2.  

    Good Company, work hard and get compensated

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Account Manager in Orlando, FL
    Former Employee - Account Manager in Orlando, FL

    I worked at Windstream full-time (more than 3 years)

    Pros

    Cares about employees and their health gives rewards

    Cons

    Too many chiefs not enough indians

    Recommends
    Positive Outlook
There are newer employer reviews for Windstream

Work at Windstream? Share Your Experiences

Windstream

 
Click to Rate
or

Your response will be removed from the review – this cannot be undone.