Frontier Communications - ok at best, and getting worse | Glassdoor
There are newer employer reviews for Frontier Communications
There are newer employer reviews for Frontier Communications

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Helpful (4)

"ok at best, and getting worse"

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

I have been working at Frontier Communications full-time (More than a year)

Pros

The benefits and the interaction with a lot of the customers I can actually help.

Cons

Sales tactics, no accountability for unethical sales(switches to accounts), sub par computer systems that do not have the same information, internet way over sold before updates are done, training minimal for new hires (some classes have actually been cut in half to get people on the phones), lower pay and commission for new hires and not knowing if you are going to ever get a raise, having to handle angry customers because either the tech didn't show up or their bill is never correct(and it really is not correct).......

Advice to Management

Internet lines need to be improved and more ports in place before offering to new customers, the long time customers are suffering because of over loading and they are leaving or filing complaints. Auto renew on contracts needs to go away. Stop playing the real supervisors like puppets and let them do their job with their teams. Stop cramming new products down people's throats when the ones we have don't work half the time. Start caring about the employees and customers, not just the bottom line. Retention of loyal customers should be a priority and then as word spreads we get new customers.

Other Employee Reviews for Frontier Communications

  1. Helpful (2)

    "Frontier has been good to me, I'm the exception, not the rule."

    Star Star Star Star Star
    • Comp & Benefits
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Disapproves of CEO

    I have been working at Frontier Communications full-time (More than 8 years)

    Pros

    Local management cares about those that make the effort. There are positions open that aren't quota and sales based, and coaches will help you find this jobs if you try your best for the company.

    Cons

    Above the local level there is a huge disconnect between senior management and what happens on the front line. There seem to be unrealistic goals for our front line reps and techs.

    Advice to Management

    Ask yourselves, are you getting better every day? The stock price tanked from $9.77 per share in 2010 to just above $3 per share in May 2012. Yes there's been a rally up above $4.70 to date, but you've also put in massive cuts to our workforce with layoffs, for instance closing the entire ID center.

    Management needs to recognize the overwhelming responses on here all tell the same story, that there is a problem with senior leadership. This is not an imaginary issue, and all of the rebuttals that can be made don't change a thing. In fact it lends credibility to the "head in the sand" thought process.

    Yes, Frontier is hiring, but we're hiring because our turnover rate is through the roof. The average new hire class seats about 25, of which you might see 5 left after 90 days. I don't know how your math figures it, but I show an 80% failure rate amongst new hires.

    Is it great the Frontier employs a 100% workforce, yes, it is. However is it fair that people are losing their jobs while Frontier focuses on debt recovery? No.

    Meanwhile, Chairman and CEO Maggie Wilderotter would receive a pay package of $6.7 million, and the top five officers would receive a total of nearly $14 million for their performance in 2011.

    So please tell me again how in touch senior management is with the guy installing a DSL line, or the rep answering the phone for $10 per hour.


  2. Helpful (2)

    "Reactive, angry bunch of 'poopy' people"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I have been working at Frontier Communications full-time (Less than a year)

    Pros

    Lots of opportunity to effect positive change.

    Cons

    Understaffed, expectations of working late and weekends, no recognition, daily emergencies get in the way of long term goals.

    Advice to Management

    Stop continuing to try and dictate everything, instead treat employees as part of the team. Provide the individual performers opportunities to shine, and receive feedback and take it seriously. Recognize your people, and keep them informed in matters that concern them and their business.

There are newer employer reviews for Frontier Communications
There are newer employer reviews for Frontier Communications

See Most Recent

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