AT&T Customer Service Technician Reviews | Glassdoor

AT&T Customer Service Technician Reviews

17 reviews

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Customer Service Technician

1.7
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Approve of CEO
AT&T Chairman and CEO Randall L. Stephenson
Randall L. Stephenson
14 Ratings

Employee Reviews

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Pros
Cons
  • "Poor work life balance if you have a family due to American working hours" (in 1135 reviews)

  • "Long hours and absolutely NO WORK LIFE BALANCE" (in 333 reviews)

More Pros and Cons

  1. "great benefits"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Technician in Fort Worth, TX
    Former Employee - Customer Service Technician in Fort Worth, TX
    Recommends
    Positive Outlook
    Disapproves of CEO

    I worked at AT&T full-time (More than 10 years)

    Pros

    job stability. best pay in the industry. top education. wonderful benefits.

    Cons

    long hours. physically demanding. management and union don't get along which can create a hostile work environment.


  2. Helpful (3)

    "horrible company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Technician in Dallas, TX
    Current Employee - Customer Service Technician in Dallas, TX
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

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

    Pros

    Great Pay and Decent benefits.

    Cons

    work/life balance
    aggressive management
    stressful
    cutthroat
    no real job security
    Micromanaged to DEATH

    Advice to Management

    What's the point? 1st line managers are mostly spineless lap dogs, 2nd line and above just care about metrics and they will all throw you under the bus in a flat second.
    You are all completely out of touch and most of you should be ashamed at the way you treat us.

  3. Helpful (1)

    "Whatever"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Technician in Dallas, TX
    Current Employee - Customer Service Technician in Dallas, TX
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

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

    Pros

    Really good money.
    Decent benefits(Although they are constantly on the downhill slide.)
    I enjoy working outdoors on my own.
    I work with good people.
    99% of my customers are really nice

    Cons

    It doesn't matter what position you work with this company, you will be micromanaged to death. Count on it.

    True tech support has all but disappeared. It seems as though everything has been outsourced to the Philippines. These "techs" try their best but are poorly trained, and even though the do speak English, there is always something lost in translation. Since everything is Smart Chat now, trying to get them to understand you by typing on an ipad is very frustrating.

    I'm sure this is not just with AT&T, but real customer service is just an illusion. This company is all about what looks good on paper. METRICS. There is a trick to it, however. If you can learn to play their game and you don't have a conscience, you can ride this gravy train til the wheels fall off. It's a great job for a sociopath.

    Advice to Management

    What's the point? You don't get to management by thinking for yourself, or listening to underlings. If Randall has his way, we will all be replaced by Robots and the Union will be ancient history(wait, it already is, my bad..)


  4. "Great company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Technician in Bartlesville, OK
    Current Employee - Customer Service Technician in Bartlesville, OK
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    Big company with a lot of advancement opportunity. Great pay and benefits.

    Cons

    Always changing something with policy or jobs requirements.


  5. "Its not bad"

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

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

    Pros

    Not a whole lot of manager interaction while out in the field. You are basically your own boss accountable for your own metrics.

    The overtime pay is incredible.

    Cons

    The amount of forced overtime can get to ya but the pay is great

    The metrics can be a little tiring

    Advice to Management

    More hands on training


  6. Helpful (1)

    "Technician"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Services Technician in Austin, TX
    Former Employee - Customer Services Technician in Austin, TX
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at AT&T (More than 10 years)

    Pros

    Pay is good if you are at certain positions. Installer/Premise technician is not one of them.

    Cons

    Too much micro managing from executive level. Treats employees horribly. Sets ridiculous standards to live up to.

    Advice to Management

    Stay out of the employees way. Quit making them call on the hour every hour!


  7. Helpful (1)

    "At&t"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Technician in Fort Worth, TX
    Current Employee - Customer Service Technician in Fort Worth, TX
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I have been working at AT&T full-time (More than 8 years)

    Pros

    The party and the benifits are good. There are a lot of places and states to transfer to. It's a large company

    Cons

    The company treats the employees like they are not skilled and can be easily replaced. There is no consideration for your family or a life beyond work. You are not rewarded for hard work, the only way to be promoted is to become finds with the right people. Advancement is not done by merit or ability.

    Advice to Management

    Promote the best people die the job, not a friend of a friend or a relative. Tar the employees like they matter.

  8. "Advanced Technical Support"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Technician in Oklahoma City, OK
    Current Employee - Customer Service Technician in Oklahoma City, OK
    Recommends
    Neutral Outlook
    Approves of CEO

    I have been working at AT&T full-time (More than 8 years)

    Pros

    Opportunities-raises are better than other companies. Health insurance used to be really good but it has gone up on the deductible every year.

    Cons

    Customers can be rude on occasion. Sitting all day isn't good but you can stand at your desk. Customers do surveys on us.


  9. "Not what it use to be"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Technician in Kansas City, MO
    Current Employee - Customer Service Technician in Kansas City, MO
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

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

    Pros

    Great pay and benefits! Get to enjoy the outdoors. Most people form great bonds with peers. That's about where it ends.

    Cons

    The hours can be very long and cause a negative impact on the family life. Some families learn to adjust. The company has switched its focus from the employee to the dollar which has lead to short staffing and long hours.

    The company struggles to find a balance between the customer and the share holder. A greater commitment to the share holder forces a quantity based mentality which impacts the quality of work leading to customer dissatisfaction. The companies inability to find balance leads to unnecessary stress for the workforce. Many times even the best ranked employees feel constant pressure and ridicule.

    If you don't care about the customer and you don't mind taking the heat for things that are constantly out of your control you will do good here. If you have a conscience and care about your customers and just want to be treated like a human this company probably isn't for you.

    Advice to Management

    Find the balance between pleasing the shareholder and the customer.

    Identify your weak employees and what makes them weak. Take action to train those whose weakness tends to be skill issues, deal with those whose weakness is their attitude. Don't take a blanket approach to corrective actions. Those employees who perform well should not feel the impact of those who do not.


  10. "Glad I got out now"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Technician in Canoga Park, CA
    Former Employee - Customer Service Technician in Canoga Park, CA
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at AT&T full-time (More than 10 years)

    Pros

    I worked here for the better part of 20 years. The only reason I stuck around for that long was because the pay was so good. I took night classes at Pierce College (a 2-yr) and Cal St. Northridge (4-yr) before calling it quits. The only reason I stayed so long was the money.

    Cons

    Staying motivated in the face of stupidity. Management is simply a roadblock to progress.

    Advice to Management

    Show some backbone when making gutsy calls. Don't be afraid to lead. Listen to what goes on at the lower levels, you know, from the people who actually make contact with the customers and are on the front lines. Just because you've had a nice cozy monopoly for the last 100 years doesn't mean you can sit back and not invest in the infrastructure today. Glad I'm out before Google Fiber comes to town.