AT&T Customer Service Representative Reviews | Glassdoor

AT&T Customer Service Representative Reviews

Updated August 12, 2018
162 reviews

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Customer Service Representative

2.9
StarStarStarStarStar
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Recommend to a friend
Approve of CEO
AT&T Chairman and CEO Randall L. Stephenson
Randall L. Stephenson
84 Ratings

Employee Reviews

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Pros
  • "Pay and benefits are better than I’ve ever dreamed imaginable" (in 894 reviews)

  • "There is a proper work life balance" (in 506 reviews)

Cons
  • "Poor work life balance if you have a family due to American working hours" (in 1091 reviews)

  • "No work/life balance because work schedule changes daily" (in 313 reviews)

More Pros and Cons

  1. "Customer Service Associate"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Charlotte, NC
    Current Employee - Customer Service Representative in Charlotte, NC
    Recommends
    Positive Outlook
    No opinion of CEO

    I have been working at AT&T full-time (More than 10 years)

    Pros

    Great pay and benefits

    Cons

    Sometimes customers are rude


  2. "Customer Care rep"

    StarStarStarStarStar
    Current Employee - Customer Service Representative in Chicago, IL
    Current Employee - Customer Service Representative in Chicago, IL
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at AT&T full-time

    Pros

    -The company loves to educate its people and grow its employees.
    -Meet a lot of interesting people
    - Many benefits and discounts compared to other employers

    Cons

    -Rapid growth in Chicago makes for needing to be able to adapt to changes quickly
    - working within such a large organization at times may slow down the time it takes to communicate between departments
    - Not sure how they are hiring, I experienced a lack of professionalism by fellow employees

  3. "Authorized Retailer Store"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Camden, AR
    Current Employee - Customer Service Representative in Camden, AR
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at AT&T full-time (Less than a year)

    Pros

    Employee discounts and access to latest at&t marketed tech

    Cons

    Working for an At&t authorized retailer limits what you're able to assist a customer with leaving the already slightly annoyed customer very annoyed and even more unsatisfied with at&t. Interactions like this happen multiple times a day which kills current and future sales. Everything done in our store can be done online using the at&t website. And it actually saves people money most of the time.....additionally, every third person I come in contact with are already angry with at&t before they enter the store, every forth person I come into contact with is only in the store to pay their bill and every fifth person has a question about Facebook or their emails or something that's not an At&t direct issue. Lastly, the hourly pay is barely above minimal wage, the commission pay isn't great by any means, and chargebacks are ridiculous. A chargeback is when a customer that bought an entertainment or wireless service plan cancels the plans. within 6

    Advice to Management

    Training needs to be longer and more in-depth. Learning absolutely everything to know about the multiple wireless, home phone, and for-small-business service plans is easy to recall information about compared to owning all the knowledge of properly navigating the point-of-sale system and the program used to activate service plans. Not thoroughly training your employees negatively influences customers opinion of the individual store and the company as a whole.


  4. "I loved working at AT&T"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Ocala, FL
    Former Employee - Customer Service Representative in Ocala, FL
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at AT&T full-time (More than a year)

    Pros

    Great people, great pay, great advancements, great work environment. I can't say anything bad about the company but I wish I had never left. My family moved to another state.

    Cons

    None. No Cons. None I can think of. I have worked in Georgia and Florida at At&t call center and the energy and excited may be a bit much for some. I love it.

    Advice to Management

    Keep up the awesome work. I love the team bonding and Mentoring. Exceptional.


  5. "Customer service representative"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in San Diego, CA
    Current Employee - Customer Service Representative in San Diego, CA
    Recommends
    Positive Outlook
    Disapproves of CEO

    I have been working at AT&T part-time (More than 10 years)

    Pros

    Great pay, great benefits and union protection.

    Cons

    It is a boring job. Customers mad at you and so is management. The pricing and promos change all the time and the training is awful.

    Advice to Management

    Better computer systems and QUIT using off shore employees!


  6. "Stable"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Bristol, TN
    Former Employee - Customer Service Representative in Bristol, TN
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at AT&T full-time (Less than a year)

    Pros

    Stable job with good product and opportunities to advance.

    Cons

    Immature young supervisors that use authority rather than management skills.

    Advice to Management

    Teach sales skills in training.


  7. "DIRECTV Customer Loyalty Agent, CSR"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Huntington, WV
    Former Employee - Customer Service Representative in Huntington, WV
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at AT&T full-time (More than 3 years)

    Pros

    Literally no upside to working here. NONE. I'm not joking.

    Cons

    Payroll issues, sexual harassment, micromanagement, no training or advancement opportunities, not one person in management knows what's going on with employees or do they care. You are only a nurse number to them. They expect you to do everything and pay yourself, they rip off customers and employees. I've had paychecks lost and never remedied, and the nail in the coffin for me was when I reported sexual harassment and NOTHING was done or even looked into, it was set to the side and I was subjected to further harrassment until the day I said enough was enough that I couldn't take it anylonger. On top of this I sold way above goals to get a bonus my last month only to be told I wasn't eligible for bonus because I dont work there anymore. So they cheated me out of a whole month of commission since it runs a month behind already. Biggest lying cheating company ever. When DirecTV was independently owned it was a good company, now that at&t bought them all the loyal employees are also quitting. Dont work here, it's the worst company ever. You will be lied to, harrassed and cheated out of your paycheck and your only recourse for this is a 1800 number that links u to an hr representative in the Philippines, that's right hr ismt even on site, and it's the biggest hassle in the world dealing with.

    Advice to Management

    Do things the right way rather than the easy way. Management should be there for assistance not sat there and bark orders and then when you actually have an issue with your pay or sexual harrassment, REPORT IT DO YOUR JOB. And certainly don't treat it as a laughing matter.

  8. "AT&T Call Center"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Atlanta, GA
    Former Employee - Customer Service Representative in Atlanta, GA
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at AT&T full-time (Less than a year)

    Pros

    Flexible hours and laid back atmosphere

    Cons

    Strict metrics that have to be meet each month


  9. "Great Job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Los Angeles, CA
    Former Employee - Customer Service Representative in Los Angeles, CA
    Recommends
    Neutral Outlook
    No opinion of CEO

    I worked at AT&T full-time (More than 3 years)

    Pros

    Great Atmosphere and change to advancement.

    Cons

    None I can think of because one knows what you are getting into with retail.


  10. "Great Benefits"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Memphis, TN
    Former Employee - Customer Service Representative in Memphis, TN
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

    I worked at AT&T full-time (Less than a year)

    Pros

    Ability to work a lot of overtime.

    Cons

    Given points for being (1) minute late for work, coming from break or lunch; customers are rude. Unable to use your benefits due to no available time slots to be off work, call center fill of sick employees. Huge employee turnover.

    Advice to Management

    Better treatment of employees that make AT&T what it is; stop outsourcing Call Center jobs to foreign countries.