Time Warner Cable - Management only cares about sales, it was supposed to have been a tech support position. | Glassdoor
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There are newer employer reviews for Time Warner Cable

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Helpful (2)

"Management only cares about sales, it was supposed to have been a tech support position."

Star Star Star Star Star
  • Work/Life Balance
  • Culture & Values
  • Career Opportunities
  • Comp & Benefits
  • Senior Management
Former Employee - National Help Desk in Buffalo, NY
Former Employee - National Help Desk in Buffalo, NY
Doesn't Recommend
Neutral Outlook
Disapproves of CEO

I worked at Time Warner Cable full-time (Less than a year)

Pros

good benefits , you have the power to help people ( i would fix most computer problems including winsock resets saving people money) to go above and beyond when you are on that phone because the supervisor is never around especially if they are training in the Philippians. Also once i learned the system better ( unified ) i could spot service issues that most other agents could not spot ( intermittent speeds / packet loss ). you would pull the Tx/Rx/Snr in a live graph to see if the levels were spiking, then throw a 250 packet ping test and see those levels spike all over the place with 70 percent packet loss and send technicians because this was the customers 6th call in a week. So in a way that was pro for me but made the company look bad.

Cons

The company misleads you during the interview process and hides the quota and endless problems that arise from not meeting you monthly "sales goal". TWC would force you to offer upgrades regardless of the persons age, knowledge level or service issues involved. The only indication of asking a customer to upgrade their internet bandwidth tier is the green indicator on the customers account.

Advice to Management

USE Discretion and move people to where they are best suited, stop rigidly enforcing the sales quota with termination resulting. STOP combining SALES and TECHNICAL SUPPORT !!!!!

Other Employee Reviews for Time Warner Cable

  1. "Great people to work with"

    Star Star Star Star Star
    • 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
    Neutral Outlook
    Approves of CEO

    I have been working at Time Warner Cable full-time (Less than a year)

    Pros

    Good company to work for.

    Cons

    Not in my field of study

    Advice to Management

    Try to see things from the employees that are on the front line point of view.


  2. Helpful (1)

    "This is like school all over again...Micro Managed to the Max"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Care Representative in Ontario, CA
    Former Employee - Customer Care Representative in Ontario, CA
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

    I worked at Time Warner Cable full-time (Less than a year)

    Pros

    Pension, Subsidized Cable, Store/Restaurant discounts

    Cons

    Basic Pay, Shifts, Management, Training Staff, Job Expectations,

    Advice to Management

    ...Smile.
    Training needs huge improvements. More interaction and involvement needed instead of just being quiet and listening.
    Job expectations for customer care rep is being a customer service rep, technical services rep, sales associate all rolled into one, all this for just $12 per hour.
    Have to learn two separate computer systems because the new system is not yet fully integrated to perform actions.
    Pulling numbers for seniority (for initial shift selections after training) out of a hat is comical.
    Get hugely discounted cable but they will remind you everyday that if you make a mistake they will quickly change you from being a staff member into being a customer.
    Cannot book any vacation time off for first 6 months.
    Staff turn around is constant hence the reason why they are forever hiring. This to me demonstrates exactly what type of environment it is.

There are newer employer reviews for Time Warner Cable
There are newer employer reviews for Time Warner Cable

See Most Recent

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