AT&T Customer Service Representative Reviews | Glassdoor

AT&T Customer Service Representative Reviews

Updated June 15, 2018
155 reviews

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Customer Service Representative

2.9
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Approve of CEO
AT&T Chairman and CEO Randall L. Stephenson
Randall L. Stephenson
79 Ratings

Employee Reviews

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Pros
  • "Pay and benefits are better than I’ve ever dreamed imaginable" (in 893 reviews)

  • "There is a proper work life balance" (in 503 reviews)

Cons
  • "Poor work life balance if you have a family due to American working hours" (in 1084 reviews)

  • "very long hours; no work-life balance" (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. "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.

  3. "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.


  4. "Customer Service Sales Rep"

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

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

    Pros

    You get paid every two weeks. Discounts on services, 50% off phone bill.

    Cons

    The training class doesn’t prepare you for the actual job. You spend more time doing pointless things then getting training to actually be successful for your position. The title says “Customer Service Sales Rep” you’re basically just a customer service rep. They expect you to offer on every call but some instances an offer isn’t even the solution to the customer problem. They will give you ten different stories before you finally get a halfway truth. You’re micromanage. You don’t get but 2 days of vacation after 90 days. If you have an emergency during the first 90 days you may want to just quit they don’t show sympathy. The union is useless. Commission structure is horrible. It’s capped so the max you make is 1500 and you have to slave over that. Sometimes your sales don’t get counted and you lose money. They’ll withhold telling you about commission until you’re in nesting after you have completed a month of training. They will harass you if you’re not selling and treat you like a child. It’s only 78 people in the call center and the turnover rate is high. If you need a check it’s cool if you value sanity and want to make real money work in the store. Last word of advice once you meet your metrics stop don’t continue selling you don’t get to keep any extra money it’s all for AT&T. When they say $1500 they truly mean it.

    Advice to Management

    Change the commission structure to uncapped and the way the metrics are set up. Also make a more comprehensive training that will be beneficial to the actual job employees will be performing. And finally just change the title to customer service cause it’s limited sales and it’s misleading to people who have actually done sales before.


  5. "It's Okay"

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

    I have been working at AT&T full-time (More than 3 years)

    Pros

    good Pay, vacation and full benifits

    Cons

    heavy call flow and working with angry customers while following a light script. sales goals little promotional opportunity. They give you 7 sick days but you get a write up after using 3 and not paid


  6. "Dispatcher"

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

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

    Pros

    The benefits are great and above average wages.

    Cons

    Hard to promote/advance out of current position.


  7. "Was fun at first, but...."

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

    I worked at AT&T full-time (More than 5 years)

    Pros

    Good benefits and the team managers were pretty cool.

    Cons

    Micromanaging reps to the point where most of us are/were on anxiety meds

    Advice to Management

    Focus less on metrics and more on customer service.

  8. "Customer Service Representative"

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

    I have been working at AT&T full-time (More than 3 years)

    Pros

    Good Benefits. Discounted Cable. I enjoyed the training. They want you to succeed.

    Cons

    They will lay off with no regard.

    Advice to Management

    Communicate effectively with employees.


  9. "Customer service"

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

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

    Pros

    None, this job is garbage

    Cons

    Working there, they treat you like you're stupid

    Advice to Management

    Quit being chicken garbage


  10. "AT&T Review"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service and Sales Representative in Bothell, WA
    Former Employee - Customer Service and Sales Representative in Bothell, WA
    Recommends
    Neutral Outlook
    Approves of CEO

    I worked at AT&T full-time (More than 8 years)

    Pros

    Good benefits, good salary, clean environment.

    Cons

    No advancement, no bonuses, poor working hours, union

    Advice to Management

    Please don't micromanagement is not good.