customer service representative

call center representative

bilingual call center representative

bilingual customer service associate

technical support representative

Valor Global

As a remote (work-from-home) employee of Valor Global, I answer calls and/or chats to assist clients with a myriad of issues ranging from: login and account access concerns to content streaming; payment issues (i.e., updating payment methods, overcharges or refund requests); plan upgrades and cancelations, and more. 

I have learned a lot in this position that has honed my customer service, troubleshooting and IT-related skills. Management seems professional, competent and caring, for the most part, and the workplace culture is supportive. But, there are things that I wish would change overall, such as: 

1) We are not allowed to accrue Paid (PTO) or Unpaid Time Off (UTO) like many other companies allow. For instance, it would be awesome if every employee who did not miss a scheduled shift within a 90-day period could earn 8.0 hours of PTO or UTO,  as an incentive for excellent attendance. 

2) The position is remote, but not fully remote, which requires employees to live and work within the State of Arizona. Many of us for various reasons would like the option of choosing to move to a state offering a lower cost of living and still keep our jobs and benefits. 

3) To my knowledge, there is no educational support, such as Tuition Assistance or Reimbursement, for those who wish to seek certifications and/or degrees. An employer who invests in its employees' efforts to earn a higher education (i.e., paying for all or some of their tuition, books, or supply costs) would likely experience  less turnover and more employee loyalty. This could even be achieved by establishing a scholarship fund supported by a percentage of annual profits with a corresponding tax deduction, making the contribution beneficial for all involved. 

4) With Arizona having a cost of living that is 6% higher than the national average, housing cost at 20% higher than the national average, and the average cost of living being $44,875 per year, starting pay should be closer to $21.50/hour instead of $16.00/hour, not inclusive of benefits costs. I have no doubt that the owner(s) and top managers earn well above what is necessary to afford a standard cost of living; the workers who actually do the work to satisfy and retain paying customers should also. 

Despite these specific issues, I do enjoy working from the comfort of my home; this is the most enjoyable part of the job. With gas prices being as they are, I do not miss the cost or frustrations of commuting or waking extra early to provide adequate time to prepare to leave for work. I also appreciate the option to use DailyPay, which allows me to instantly withdraw and direct deposit an advance on my next paycheck, if needed for emergencies. 

All-in-all, the company IS doing some things right, in terms of demonstrating care for its employees. But, not enough. There is more room for improvement that I hope to see in the near future. Otherwise, I (and likely others) will seek better opportunities that exceed what Valor offers currently in pay and other areas that matter and make a difference to employees. 

I wanted to do justice and set an appropriate expectation for what it’s like to work at Valor Global and what to expect. I applied for the position “IT Help Desk Technician II”, the position described technical work that required a certain skill set. Upon interviewing for the position I discovered this is a standard Call Center support position. At the time of writing this at 5/16/2024 the official internal designation for the position is “Customer Service Representative” for T-Mobile and is reported as such to anyone who tries to verify your employment.

While this is a deceptive practice, I proceeded to take the job out of necessity. The role pays $23/hr currently in Phoenix, Arizona and services T-Mobile Business Customers. The role is semi-scripted in the fact you can customize slightly but without hitting direct areas you’ll suffer on metrics.

There is a disconnect between floor staff and Management under the T-Mobile Campaign, as an example you’ll utilize metrics such as FCR (First Call Resolution) and CRT (Call Resolution Time). The metrics have a floating point that changes to meet client's needs, but Valor Global management gives continued messages stating they’re unaware what does and doesn’t affect FCR. As a simplification, they can’t tell you why one call hit your FCR poorly while another one with the same issue didn’t. It’s “Arbitrary”.


The training was “mostly” okay. It got the core concepts to us and made us feel better about not being the role advertised. But once moved to production the same energy and mentality weren’t matched; causing many technical individuals to leave.

The tl;dr(too long; didn't read) is:
The company may mislead you to get you into the door, if that happens it's not the end of the world - but it may not stop there. While they have positive aspects and potential they'd benefit from being transparent with their employees. This role lacks the technical finesse. Lacks a clear understanding of expectations their reps need to follow and lacks active constructive criticism because of this. Causing a work place to feel "in-hospitable"

At first, this was an awesome company to work for. Management was very enthusiastic, helpful and encouraging. Most of the time when I had a question, if I didn't get an answer right away, my direct supervisor would have an answer before close of business. My coworkers were some of the best I have worked with and always willing to help. The job itself wasn't difficult at all, in large part due to how patient and understanding customers were, even if you had to tell them "no" or give them news that they may not want to hear. Unfortunately, calls went from back to back, to maybe 5 a day, to I would be lucky if I would get a call at all during the week.

This is where we run into issues. If a call center is not receiving calls, that means that there isn't a need for a lot of employees. We received communication from HR that they would be "ramping down head count" and were informed about and opportunity to transfer from one contract, DHS, to another, DES. We had a meeting with senior management that explained when the transfer would take place, that we would have to buy our own equipment that was required to do the job, such as a second monitor and wired peripherals like a headset, keyboard, and mouse. What was NOT communicated was whether or not the contract we were on would be ending. The senior management member in the meeting was flat out asked if by not being able to accept the position would it result in a termination, and the answer was no and since Valor Global had other departments that they were constantly hiring for, they would work to help move us into other departments.

A number of people based the decision of not accepting the position on that answer, in addition to not being able to afford the required equipment, believing that there would be more future opportunities and would still have a job, but at the end of the week before Memorial Day, a number of people were fired without any prior warning, and were just logged out of their systems, called on their personal phones and told that they were fired. They then announced the Sunday before Memorial Day that the contract would end on Memorial Day. When reaching out to ask if there were any classes available to attend for the other contract, HR informed everyone that no classes were available, which means that those that were NOT fired the weekend before Memorial Day were also suddenly out of a job, except they didn't receive a call or communication from HR. 

Stay far away from this company. They will tell you one thing, think another, and do a third.  

There is no job security with this company. Be prepared to walk in at work and get fired at any given time for simple reasons. Everyone works on a leap not knowing whether or not they will have a job the next day.

The work place culture itself is nice. It is competitive and performances based, but team oriented, everyone is there to help. 

Job performance is based on customers rating and not company evaluation. This makes your performance very subjective because people's opinion differs no matter how much you help them. One bad comment from a customer can get you fired. 

The Company is profit driven and does not values employees. You are just a number to them and turn over rate is high. There is no protocol or warning system to correct employees or re-train them if one makes a mistake, their only solution is to fire you.  It does not make sense to spend all that money to train employees and not retain them. Employees starts to get performance warnings during training. In fact some people were fired during training for performances. I mean who does that? They are still in training and not on production yet. 

The managers/CEO are themselves nice, seats on the same floor with employees are non judgmental. In fact they will grab coffee or lunch with you and talk to you like you are their own colleagues without showing any signs of superiority. However, they need to review their company policies in order to retain employees 


You only get 7 days PTO/vacation time and are expected to work on all Holidays. There is no overtime for people that likes to work hard and make extra money. If there is an opportunity for over time, they will only approve certain people and entirely based on performance.

I love Valor Global, through and through. As an employer they've come through for me in a multitude of ways and being on staff here has been awesome. I love helping bring people on because I believe in what we do here and how we do it. In addition, helping hire friends and family is great because then they bring on amazing friends and family and it just adds stellar people to our extended family. There are constantly opportunities for advancement since the company continues to grow as quickly as it does. 90% of promotions are handled from within so if you can get in and put in some work, you are definitely rewarded. Leadership tries hard to ensure people feel seen, heard, and valued. Our marketing team does a great job of promoting our LOV (Living our Value) awards and helping us learn about other outstanding employees and what they're doing at Valor and even outside (this is important to me because it shows the level of effort we want to show the outside world too!). When suggestions are made by employees, they're heard and implemented - it's something that many other companies don't truly do! But most of our additional benefits and perks have been because of an employee's brilliant idea. 


Training is not sufficient for what you’re thrown into, password reset is what you’re taught without any training for the medical, nutritional and cash assistance you suddenly get thrown into to learn. You run multiple systems and browsers along with tabs simultaneously while on live calls and keeping sticky notes with current caller’s information while also dealing with and using dialer correctly and constantly having to minimize it to see the customer’s information and must keep up and pay attention to your slack ( chat channel) at all times while trying to assist and concentrate on your call. You are told to ask questions and then told to use resources we are given when we do ask in the channel. Arizona supplies AZ workers with two screens and rest of equipment but no other states get this. They don’t tell you double screens are best for this job in the beginning and one screen absolutely is not enough, crowded and have to navigate everything you have to constantly have pulled up. Management is never in tune with one another, we are told something different by every TM about the same topic/situation. The verification of callers change every 3 weeks, making it easy to get critical fails and one week they cannot say AZ for Arizona for their state and receive a critical fail, 3 weeks later they now CAN say AZ instead of Arizona but are told to make them say Arizona anyway and that critical fail doesn’t fall off still for 90 days. No paid holidays, can get an occurrence for internet outages from your provider and must make  up missed time or you can get fired. 

 If you have no morals and okay with lying to the elder to get their money...THAN THIS IS THE PLACE FOR YOU! This is sales/Telemarketing job, inbound calls only. Alot of the clients they sell for are for Vitamins, Protein, Memory Improvement, Collagen...so the customers that call in are ofcorse older. We are trained to lie to these customers about the products...One of the biggest lies we are asked to tell them is that we also use the products, which we don't. We are trained to tell them the products work, there are no side affects, ect. 

If the elder customer cannot afford the product we are trained to pressure them to use their last penny to  purchase, or you will get sent home early for not following the "sales process".

Management is beyond disgusting. You have to beg to use the restroom, beg for lunch and even than they may not approve you for lunch. If you step away from a sec you will come back to messages from managers blasting you on Team chat for everyone to see about stepping away. When it comes to anything relating to the job or questions about the job either it will be 2 day wait for you to get a response, or you will never get a response, but as soon as you take a restroom break all managers are on deck ready to blast you in the Team Chat.

During the interview process they lie about how much money you will make. If you have a second job they will encourage you to quit because you will make alot of money working for Valor, LIES! 

Over all, I wouldn't wish employment with Valor on my worst enemy!!!!



For some folks it can be good if you're able to get into the contract you want! However if you're one of the employees who gets shuffled around or the only contract you like is seasonal, it's unpleasant. 

Some of the trainers are really fun and great people though. However the otherside of management is a mess. The final straw for me quitting was due purely to management wasting my time. I was moving to another contract, told I would be in a training class that started in a few days. Picked up the new PC Tower that was programmed as needed, hooked everything up then waited. Day before my training was supposed to start I called in because I hadn't received an email with the schedule for training yet. That's when I finally hear that my training was pushed back a week.

So I'm then wasting a week of not getting paid, but sure whatever, stuff happens so I decide to wait. Then it gets close to the time for training again and still didn't receive an email so I call in again. Once more I'm told the training was pushed back a week. Wasted two weeks so far, but I have some savings and said fine, I'll wait one more week. 

However I started job hunting in the mean time. Third time the training was supposed to start, I call in because there's no info still, at that time I'm told the contract for that training is done. At that point I told them I'm done, going to drop off the PC and finished with the company. 

We take back to back calls all day so there is not one moment of peace when you clock in. You have 30 secs in between each call and calls only last between 5 to 15 mins depending on the person you are talking to. They push and push so they can make their quarterly numbers go up so the higher ups can get their quarterly bonus but not one dime goes to employees on the phones. They under pay and over work so many employees I'm surprised they haven't gotten in trouble with the business bureau. They try to be positive almost like brainwashing happy cult like because they know the negativity is flowing from the phones. They throw highly untrained people on the lines so we get constant call backs from angry customers because of their training. New highers are constantly suffering because they have to find all information on their own and even the information there isn't 100%. They really don't care about the employees they just want some one answering the phones for them no matter if you could help the person on the line or not. The Hr person commenting on here doesn't really care about the employees or well being there either. They are just doing damage control because they can't afford to lose anymore contracts. Do not take this job unless you are extremely desperate like they are. Fair warning 

Valor is okay depending on what campaign you land on. If you land with Hulu, well, expect to have zero personal life. They want you to give your life to them and anything that happens outside of work, they don’t care, it doesn’t exist. They have no leniency when it comes to emergencies or family related issues that cannot be ignored. You will not only be troubleshooting Hulu accounts but you’ll also be expected to troubleshoot various brands of TVs that you aren’t trained on or about. You’ll have to google those TV brand websites and hope you can get enough troubleshooting info to BS your way through helping the customer. This can sometimes result in calls that last 2+ hours and have nothing to do with Hulu. Now if you’re lucky, you’ll land Polygroup. Amazing team of supervisors and trainers, amazing campaign. However, once it ends, you’ll be thrown into a firey pit, I mean Hulu. Careful when you work for valor, “the system” may mark you as a no call no show mysteriously, although there is a record of calls/proof you were on shift. Oh yeah, you’ll be paid the lowest possible and lied to that you’re getting paid an amazing amount. Other new people could be making almost $18 while you make $15, what a sweet surprise, right? Just avoid the company in a whole unless you’re ready for run arounds and nobody to contact over the phone. 

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