Wave Broadband Reviews in Kirkland, WA | Glassdoor

Wave Broadband Kirkland Reviews

Updated December 13, 2017
38 reviews

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Kirkland, WA

2.6
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Steve Weed
19 Ratings

38 Employee Reviews

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Pros
  • This company is growing, there are a lot of opportunities to grow with it (in 4 reviews)

  • Free soda, some decent people, casual (in some cases, way too casual) dress code (in 5 reviews)

Cons
  • Micromanagement but it's a call center so that's expected (in 8 reviews)

  • For instance, if you are more than 15 seconds late from the start of your shift, a break or lunch, you get marked for a tardy (in 4 reviews)

More Pros and Cons

  1. "Hard work, talented leadership, positive!"

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

    I have been working at Wave Broadband full-time (Less than a year)

    Pros

    Extremely intelligent, helpful, competent people.

    Cons

    Acquisition environment is stressful, cost- cutting makes meeting goals a challenge, acknowledged under-staffing makes it hard to get things done quickly. Pay is relatively low

    Advice to Management

    Lowered stress levels means better work output from employees; better compensation ultimate results in better productivity.


  2. "Call Center Technical Support Representative"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - TSR in Kirkland, WA
    Former Employee - TSR in Kirkland, WA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Wave Broadband full-time (More than a year)

    Pros

    +You work in an office
    +Most of your coworkers are nice.
    +Free coffee
    +Health insurance
    +Food Vending Machines
    +Performance bonuses
    +The company values "empathy"

    Cons

    -The office is old and full of aerial contaminants
    -Poor ventilation, people get sick in..."Waves"
    -If you can't prove you're sick, and miss 3+ days: You're fired
    -The food in the vending machines are overpriced and bland
    -The performance bonus expectations are unreasonable and aren't actually based on actual employee performance
    -People game the tools used to monitor performance (probably because of the above)
    -The customers are mean and/or unreasonable.
    -The managers and their minions are often overworked, causing them to be pretty apathetic.
    -It's 24/7 so work hours are prone to radical changes.
    -The equipment they use to service people are mediocre and often refurbished.
    -You'll see coworkers that you get accustomed be mistreated on a daily basis, and then you'll see them turn from a good person to a horrible or apathetic person.
    -They'll try to get you to work for $12/hour, so negotiate up
    -Not many other positions to move up to
    -The company only uses empathy for their PR marketing campaigns

  3. Helpful (2)

    "A dying business model"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Tech Support Representative in Kirkland, WA
    Former Employee - Tech Support Representative in Kirkland, WA
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Wave Broadband full-time (More than a year)

    Pros

    Lots of hours to work.

    Cons

    Executives have the mindset of making money over everything...this company chews through lower level employees because of it.

    Advice to Management

    Sell the company. Cable TV is going the way of the dinosaur. Treat your employees with some respect, because they are the people making those dollars for your company.


  4. "Cable coaster"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Permit Technician in Kirkland, WA
    Current Employee - Permit Technician in Kirkland, WA
    Recommends
    Neutral Outlook
    No opinion of CEO

    I have been working at Wave Broadband full-time (More than 3 years)

    Pros

    Freedom of working from home. Professional workforce

    Cons

    little promotions or hires from within, unachievable incentive plans, inefficiencies, acquisitions, buyouts.

    Advice to Management

    Find a direction and get everyone on board. Reward those who work hard.


  5. Helpful (2)

    "I never knew I could work somewhere worse than Comcast"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Technical Support Representative in Kirkland, WA
    Current Employee - Technical Support Representative in Kirkland, WA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Wave Broadband full-time (Less than a year)

    Pros

    Free soda. Floor reps are generally nice and easy going

    Cons

    Literally everything else.

    The pay is a joke, and makes living anywhere nearby literally impossible (good luck earning more than $15 an hour unless you've worked call centers for 10+ years!)

    The holy "$500/month" extra bonus is impossible to get. With the person who QA's calls outright admitting that nobody has gotten that in months

    You can lose half your bonus in one day just by being more than 15 seconds late back from a break. Literally 1 minute out of schedule and you lose up to $250

    Supervisors are malicious and distrustful and will micromanage you into the ground

    No possibility of advancement. Tier 2 reps get no extra money, and team leads have to quit for more positions to open up

    Tech support is a meat grinder for employees. Training usually has at least 60% of the people in it leave before they even finish the one month training

    There's so few employees that getting anything done for a customer is impossible. Want a tech out to your house? enjoy a 5 day waiting period!

    Any time anything breaks. Phones go off the hook with customers waiting over 30 minutes usually to be told about it

    Place is falling apart. Air conditioners don't work properly, desks are dirty and dusty and covered in food crumbs

    Doing the right thing is punished for taking so much time, instead of taking as many calls as possible

    Advice to Management

    You've created literally the perfect storm of awful place to work. You don't have enough people anywhere, and you can't train them fast enough to fix that

    You wont pay employees what they're worth and they leave within weeks

    Your supervisors are all sociopath monsters because they're the only ones who can survive such a TOXIC culture!


  6. Helpful (4)

    "Better than most, not as good as some"

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

    I have been working at Wave Broadband full-time (More than 5 years)

    Pros

    Room for growth and advancement if you've got the wherewithal to pursue and engage your leadership in your career progress.

    Cons

    Compensation isn't as good as it could be. C-Level gives zero cares about front line life, or what makes customers tick, focusing instead on the bottom line and increasing revenue. As others have stated, compensation and communication are indicated as yearly issues with employee satisfaction surveys, but employees are told that increasing customer satisfaction will increase employee satisfaction, not a true statement.

    Advice to Management

    Actually care about who you are hiring. Don't just fill a seat with a body in order to get the phone answered, you're not doing yourself or your company any favors when three other agents have to clean up the mess left by an incompetent first agent. Better pay, clear career paths, and ongoing training would make this a stellar place to work again.


  7. "Meh"

    StarStarStarStarStar
    Current Employee - Technical Support Tier II in Kirkland, WA
    Current Employee - Technical Support Tier II in Kirkland, WA

    I have been working at Wave Broadband full-time (More than a year)

    Pros

    Very good employee morale overall

    Cons

    Very poor management and leadership

  8. "Let's see what happens"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Kirkland, WA
    Current Employee - Customer Service Representative in Kirkland, WA
    Recommends
    Positive Outlook
    No opinion of CEO

    I have been working at Wave Broadband full-time (Less than a year)

    Pros

    People seem friendly. Still very new and learning. But seems like a very non stressful job. Sales is big thing.

    Cons

    Training can be better. I understand the training is new but it lacks real in depth information. Just here you go this is it.


  9. Helpful (1)

    "Get ready to sell your life away"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Kirkland, WA
    Current Employee - Customer Service Representative in Kirkland, WA
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at Wave Broadband full-time (More than a year)

    Pros

    As far as cable companies go, it's probably the least soulless. The people seem to be okay. Decent starting pay, and the bonus structure is very friendly if you like sales.

    Cons

    They DEFINITELY downplay the role of sales, to the point they said when I started that it's not a sales based job, but once you started all that happens is people breathing down your neck asking you to sell more things to people who don't want them. They ultimately do not care about their customers and I have seen some very good reps let go in my time for some minor things.

    Advice to Management

    Give your reps some room. Hire some more people.


  10. Helpful (1)

    "Tech Support Representative"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Kirkland, WA
    Former Employee - Anonymous Employee in Kirkland, WA
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I worked at Wave Broadband (More than a year)

    Pros

    $300/month bonus for first three months. Free bus pass for anywhere and anytime and you can con them into getting a parking pass too

    Cons

    Not a place to meet a decent looking girl. Mandatory overtime, bad schedules.

    Advice to Management

    Change late/tardy policy to prevent a revolving door. Good employees are worth giving slack than 30 seconds late from a break or lunch.


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