Charter Communications Customer Service Representative Reviews | Glassdoor

Charter Communications Customer Service Representative Reviews

Updated March 10, 2017
45 reviews

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Customer Service Representative

3.1
Star Star Star Star Star
Rating Trends Rating Trends
Recommend to a friend
Approve of CEO
Charter Communications President & CEO Thomas M. Rutledge
Thomas M. Rutledge
20 Ratings

Employee Reviews

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Pros
  • You get Free cable and Internet service (in 58 reviews)

  • they really do their best at taking care of you, free cable and internet (in 115 reviews)

Cons
  • Upper management doesn't care about you (in 56 reviews)

  • Doesn't like new work/life balance approaches (in 21 reviews)

More Pros and Cons

  1. Helpful (1)

    "Good pay"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    Former Employee - Customer Service Representative in Louisville, KY
    Former Employee - Customer Service Representative in Louisville, KY
    Recommends

    I worked at Charter Communications full-time (More than a year)

    Pros

    Charter starting pay is pretty great and so are the benefits,training is very thorough and long, I felt a lot of pressure to hit numbers and they were VERY meticulous about what to say

    Cons

    Call centers are stressful they care more about numbers than the customer


  2. Helpful (1)

    "Honestly, not very good."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Billing Customer Service Representative in Vancouver, WA
    Former Employee - Billing Customer Service Representative in Vancouver, WA
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at Charter Communications full-time (Less than a year)

    Pros

    Consistent payroll, some leadership is very good.

    Cons

    Training, HR, Sr leadership, entry-level peers. Policies that aren't customer focused (some of which raise ethical / legal concerns), leading to a stressful work environment. "Well, where else are they going to go?" attitude doesn't help. Very frustrating to be invested in customer experience and hear many coworkers being incredibly rude to customers. Despite all of this and low compensation, instituted a professional dress code.

    Advice to Management

    1. Alter quality and training to emphasize customer experience. 2. Do some significant house-cleaning, from individual contributors up to about the director level. Protect your brand.

  3. Helpful (1)

    "Good money/kinda stressful job"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Call Center Customer Service Representative in Melbourne, FL
    Former Employee - Call Center Customer Service Representative in Melbourne, FL
    Recommends
    Positive Outlook

    I worked at Charter Communications full-time (More than a year)

    Pros

    Good pay, great benefits, 401k health ect. No call handle times

    Cons

    training is not as helpful as it should be, you learn more OJT. High customer service standards with not many exceptions to things that can be out of your control.

    Advice to Management

    Continue to show employees you appreciate them, not just in the beginning and take our feedback more seriously! We work directly with the customers so we are a well of knowledge, use it!


  4. Helpful (2)

    "Representative"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Birmingham, AL
    Former Employee - Customer Service Representative in Birmingham, AL
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Charter Communications full-time

    Pros

    Management is too strict bit unaware

    Cons

    Pay and benefits were good.

    Advice to Management

    Listen to your employees


  5. Helpful (2)

    "It's a call center, but a good one"

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

    I worked at Charter Communications full-time

    Pros

    Great benefits, way above the average. They've really worked hard not to increase the cost to employees. Pay is comparable with area. Training is good, and most managers are great. They also promote heavily from within.

    Cons

    It's a call center. That means that some people will call in and scream at you, curse at you, and generally be jerks. If you have a thin skin for that, this probably isn't a good job for you.

    Advice to Management

    Be careful not to grow so fast you can't keep quality under control.


  6. Helpful (1)

    "Not for me"

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

    Pros

    Easy job and full training provided.

    Cons

    Being plugged into a phone all day was not for me.


  7. "Great company"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Hammond, LA
    Current Employee - Customer Service Representative in Hammond, LA
    Recommends
    Approves of CEO

    Pros

    Great team, pay is decent, has good benefits

    Cons

    No cons really enjoy working for Charter

  8. Helpful (4)

    "Unreal"

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

    Pros

    Money that is about it

    Cons

    The stats and management, gossiping sleeping with everyone people

    Advice to Management

    Do the work and see how easy it is to sell a home phone


  9. "Customer Service Rep"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Louisville, KY
    Former Employee - Customer Service Representative in Louisville, KY
    Recommends
    Neutral Outlook
    Approves of CEO

    I worked at Charter Communications full-time (Less than a year)

    Pros

    Great pay, excellent benefits, fun environment when not taking calls, great training team, big building to work in, raises are offered

    Cons

    Strict schedules, back to back calls, not laid back at all, some team supervisors were not the best, do not work here if you hate non stop phone calls


  10. Helpful (1)

    "New Hire"

    Star Star Star Star Star
    • Culture & Values
    • Comp & Benefits
    Current Employee - Customer Service Representative Business in Louisville, KY
    Current Employee - Customer Service Representative Business in Louisville, KY
    Recommends
    Approves of CEO

    I have been working at Charter Communications (Less than a year)

    Pros

    Good Pay Good Benefits Flexible schedule

    Cons

    Unusual hiring process Lengthy Training

    Advice to Management

    Make process more simplier