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      Verizon

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      Conflicting Goals - Customer Service Representative Verizon Employee Review

      2.0
      Oct 4, 2021
      Customer service representative
      Recommend
      CEO approval
      Business Outlook

      Pros

      Positions that are remote feel convenient and comfortable. Pay is good in areas that pay close to minimum wage for most jobs.

      Cons

      Conflicting Goals are established as trade secrets and employees can try to do the best for their customers, but if it involves lowering their bill (even if we are upgrading service) Customer Service Reps are punished. I also have to get approval from management to simply remove features at customer request, because the company is so concerned about maintaining funds that management is willing to waste customer time before we can help manage a customer's own plan. System issues are constant, which is ironic for a company meant to focus on network management. They want us to guide customers to use "self-serve" apps, but they often have system issues as well. These system issues will also translate to loss in work hours, because the company refuses to take any responsibility for system issues whether the people that get harmed are employees or customers.

      avatar
      Verizon Response
      4y
      Thank you for taking the time to share your experience with us. At Verizon, our goal is to make it easy for customers to do business with us by listening, anticipating, and responding to their needs, all while selling with integrity. One of our top priorities is to make sure our employees have the tools and resources needed for success, including top-notch benefits, leadership training opportunities, and mentorship programs. We appreciate you taking the time to share your feedback with us as we continue to look for areas to improve.

      Explore other reviews about Verizon

      5.0
      Apr 22, 2026
      Bam
      Recommend
      CEO approval
      Business Outlook

      Pros

      Great leadership, associates, coffee, parking, training

      Cons

      long hours if you want to be successful

      4.0
      Jan 26, 2015
      Associate director
      Recommend
      CEO approval
      Business Outlook

      Pros

      Compensation is competitive but you will work very hard for it. Culture is excellent and exhibited and practiced from the top down. Benefits are excellent and cost reasonable. 401k match and profit sharing. Lots of training and professional development opportunities. Can advance if you're willing to relocate.

      Cons

      Company is trying to transform into what it wants to be beyond a wireless carrier (cloud?, security?, telematics?, wholesaler?, etc) and is struggling with a vision, resources, and org structure to make it a reality. Several re-organizations over last few years so job security has frequently been a question. Often delayed response to competitors caused by management's concern that acting would result in not meeting Wall Street expectations. Not the "happiest" place to work because no result is ever good enough and successes aren't celebrated because the focus is always on the next weekly/monthly/quarterly goal.

      531
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