Frontier Communications Reviews | Glassdoor

Frontier Communications Reviews

Updated May 24, 2018
1,314 reviews

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2.5
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Frontier Communications President and CEO Dan McCarthy
Dan McCarthy
363 Ratings

1,314 Employee Reviews

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Pros
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  1. "Feild Service Tech"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Recommends
    Neutral Outlook
    Approves of CEO

    I have been working at Frontier Communications full-time

    Pros

    It is fun and professional

    Cons

    It is cold and hot sometimes


  2. "Was good Once"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Recommends
    Positive Outlook
    Disapproves of CEO

    I worked at Frontier Communications full-time

    Pros

    Environment, Some managers, Commission, Location

    Cons

    CEO changes, Inconsistent, Training is useless

  3. "Take what I say with a grain of salt"

    StarStarStarStarStar
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    The benefits were excellent, especially PTO. If you made it past the 90 day trial you started earning PTO. It would accrue throughout the year, but I believe it added up to something like 2 weeks. From my experience since then, that's amazing for relatively new employees.

    Cons

    I worked for a division in Provo, UT which did outsourced customer service work for Intuit. That division has since been bought out by another company. I'm not sure how much the problems I experienced were company-wide, or how much they extended to just that location.

    The call center environment was about as typical as you'll see: high turnover rates, extremes of micromanaging or no management at all, bad culture, etc. The floor walkers and leads were supposed to be there to help, but the attitude they generally conveyed was "you're stupid and so is your customer, and that's why you're asking me for help." During the initial stages of training you're enticed by stories of callers who were promoted to lead status after just a couple months if they did well, but once you get onto the floor you quickly realize they put measures in place to keep you right where you are, no matter what your performance is. In fact, several of my favorite leads (without the bad attitude) were demoted back to taking calls. Then most of them understandably quit.

    The metric they generally used for success was your survey scores. People with bad scores were subject to losing their jobs. Fair enough. But on the flip side, the agents with the best scores were usually chastised for "cheating" by supposedly breaking some kind of rules about how to present the survey to your customer. Those rules varied from manager to manager and lead to lead, of course.

    They also entice you to work holidays with promises of excellent pay, and then find any reason possible to take it away from you.

    Luckily, I was promoted to a brand new position after about 6 months-I'm not sure how much longer I would have lasted on the phones. Those of us who were hired were initially promised a rate increase of $3 an hour from whatever we were making before that. However, they soon tried to make us sign contracts which specified a rate of $15 per hour for all of us. You may be noticing a pattern of the company trying to scrimp and save by screwing over its employees. Anyway, I remained in this new position for about a year and a half. In some ways it was better than the call center work, in other ways it was exactly the same. The expectations and coaching were constantly changing without our notice, and the fault their may lie mostly on the Intuit side. However, in that year and a half I was given one raise of 15 cents an hour, despite the results my work produced. I blame that on the Frontier side.

    There's my long-winded review of Frontier, hope it helps.

    Advice to Management

    Treat your employees with dignity if you value the work you demand of them.


  4. Helpful (2)

    "Don't Work Too Hard"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I have been working at Frontier Communications full-time

    Pros

    The Pay is great
    This is a Union position

    Cons

    Union position
    If Management finds out you can work they make you do ALL of the work

    Advice to Management

    Reward employees that work harder than the rest. Promote a good work ethic with genuine reward such as a schedule vacation or vacation days rather than piling more work on top of the work they have already done and the work they need to do.


  5. "Sales and Service"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Sales and Service in Minneapolis, MN
    Current Employee - Sales and Service in Minneapolis, MN
    Recommends
    Positive Outlook
    No opinion of CEO

    I have been working at Frontier Communications full-time (More than 3 years)

    Pros

    Serving customers, teamwork with local employees.

    Cons

    Working in a Legacy area.

    Advice to Management

    Silo's don't work.


  6. "Lead"

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

    I have been working at Frontier Communications full-time

    Pros

    They offere really good employee benefits

    Cons

    Advancement seems to be given through favoritism.


  7. "Vice President"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Vice President in Norwalk, CT
    Current Employee - Vice President in Norwalk, CT
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Frontier Communications full-time (More than 3 years)

    Pros

    Flexibility. Work from home. Hard-working culture. Benefits. Staff is wildly talented and very hard-working.

    Cons

    The company is diligently adjusting to its new size, which at times can create uncertainty around job security. I see this as a merely temporary situation. Staff has grit to overcome this phase.

    Advice to Management

    Continue looking for opportunities to communicating with staff as often as possible and with as much transparency as possible. Hearing from leadership is a morale boost at all levels.

  8. "Account Executive"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Norwalk, CT
    Former Employee - Anonymous Employee in Norwalk, CT
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Frontier Communications full-time (More than 3 years)

    Pros

    Great people to mentor from

    Cons

    The industry is very competitive.

    Advice to Management

    Keep up the good work


  9. Helpful (7)

    "Can Frontier Communications make a comeback?"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous for My Future Employment Security
    Former Employee - Anonymous for My Future Employment Security
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Frontier Communications full-time (More than 10 years)

    Pros

    Frontier has many, many, many awesome employees with strong desires to work hard, be successful, and make the company successful. The employees want to improve the customer experience, they want to do a great job. There are leaders who really want to support their employees and improve the culture, but their hands are most often tied, and they are as frustrated as their employees.

    Cons

    Toxic culture, no vision or long term strategy, antiquated systems and even more antiquated thought processes. People who question status quo, or push too hard for change, are ostracized or let go. A strange "dictatorship" clique mentality exists in many of the leadership teams. A few really good leaders have been brought in, but it is doubtful they will be able to accomplish anything long term with the current schizophrenic environment.

    Advice to Management

    The board, Dan, and the senior leadership team (SLT), need to wake-up. They still have a good employee base that is hungry to help turn the company around. Frontier was not ready to play with the big boys, and now that they are in that league, they need to get in touch with their customers and their employees. The SLT needs to get off their thrones and get into muck with them.


  10. Helpful (1)

    "Overworked"

    StarStarStarStarStar
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Frontier Communications full-time

    Pros

    Pay, coworkers, generous time off

    Cons

    Horrible benefits, staffing issues, culture


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