Every Single Bad Review is 100% Accurate. PAY ATTENTION
Please, please for the love of god pay attention to what I am about to expose here. I wouldn't wish the lifestyle of being an employee for this disgusting shady company on my worst enemy.
I've worked in the San Jose, Sunnyvale, Bay Area region for 3 years I've received many awards and have been among the highest performing and highest paid reps in California. Our paychecks depend on manipulating our customers into adding and paying for products and services that they do not want or need AND having them sign a 12-24 month contract along with it which also comes with steep termination fees. We do have other means of helping our customers save money but we are allowed to literally not help them in the way that they want, we have the power to give a customer the run around forever. We do this because we don't get paid unless the customer is adding a service and we get penalized if we disconnect or reduce the customers monthly expenses in any way. This is not truly a sales job, its a customer complaint/equipment handling center which pays a pathetic hourly of $16 ( $1 above minimum wage in the Bay Area) yearly raises are about 30 cents or so. Trust me the business practices of this company are borderline criminal. Great benefits and almost free cable/internet are what keep employees around ( which the company is well aware of) but I swear they aren't worth it. You will be told that the commission is uncapped, which is true until the company changes its structure every couple q
I worked her some years ago, almost 8yrs, had 5 or 6 differnt supervisors through out time, some were good and some just cared about there numbers, the company didnt understand differnt areas your routed in, have differnt tolls on time, care, customer needs, for example wealthy areas with rude rich customers may have more needs, are picky on the way you run wires and have 5 times more equipment to resolve vs an area with smaller homes and laid back people that were easy going ,but dealing with rude people and on how much they pay on there bill monthly, and will complain to you daily from job to job to job every day, techs will finds ways to squeeze into easier areas, so its a task to get routed in good areas, they took away senority therefore you can have techs with half your yrs over throwing you from a turf you may like more than others. If your a tech that cares and knows telecom theory you will rock, but your expertise may not even reflect your weekly metrics (numbers) one bit, beleive me there are ALOT of non caring technicians there that dont follow NEC codes there or care to deliver service in a correct manner, and there supervisors may just turn a blind eye to it daily, just not knowing how to go about due to no quality control there, I was asked to lie to a customer once due to lightning striking the network system (plant) and smoking the guys TV,which happens from time to time due to a tech in the past that just didnt check his job right. I refused to comply with th
Prosvac, paid time off, pay was low at first, which became sorta ok later
Consangry customers, no quality control, no advancement, high stress
We all know Comcast’s reputation for customer service- and I fully understand why it is the way it is after working here.
Training is terrible- little to know knowledge passed on to new employees. Training did nothing to prepare reps for the internal processes nor any real telecommunications industry knowledge needed to professionally guide customers through what is right for their business- only what the rep is incentivized to sell. Reps are encouraged to make things up as they go as there is no resource to know what’s correct, the ONLY goal is getting you to sign a contract. My claims are substantiated by a 70% attrition rate. When new employees join your team, you are held to a 100% quota for that rep the moment they join your team although they don’t hit a full quota requirements until their 1 year anniversary has been completed. The company 100% robs their supervisors from the ability to earn money - unless of course your manager likes you and stacks your team with veteran employees which I’ve seen multiple times as favoritism and politics run ramped. Continually employee turnover and full quotas for each one- it doesn’t take a genius to do the math to see Supervisors are robbed of the ability to make money. A new company compensation plan came out and had negavtily impacted the employee experience but management has made it apparent- they don’t care.
Reps “Own” the customers relationship for 4 days regardless if that agent is Competent or not. During this 4
A typical day would be coming in 15-30 minutes early to get prepared and sort through the numerous emails that don't pertain to you. Then clock into a system that frequently boots you out and shuts down for no apparent reason. The fun part being while on the phone with a customer and having to restart your computer multiple times as they scream in your ear because we can't help them.
Supervisors never want to answer calls or talk to irate customers and would pass it off onto the "escalations team" which are just more experienced representatives that are more firm with the word "no". The supervisors never really care. It was like in high school where the teachers had a teachers pet the supervisor also had a select few that could get away with anything and could do no wrong. Supervisors' pet can use their cell phone and talk to other co-workers and slack off and the supervisors do the same but if you aren't the pet, don't you dare even charge your phone because you're stealing electricity!
Co-workers try to help each other out as much as possible but hate being on the phones and dealing with customers. When I was hired I was told it would be about bill reviews and taking payments and such when all they really cared about was sales. I am horrible with sales and they kept pushing me on it though, and I received no help. The 8 week training was just for order entry and not learning how to talk to customers or to be prepared for being criticized on everything you do. Essent
ProsIf you live in a Comcast area you get free cable, phone and internet
Good Benefits and Decent pay negated by broken communication, lack of vision and hard on new employees. Little Job security.
Positives:
-You do get an Iphone and I pad to take home
-If you live within 30 miles of the location you work, you can take a company vehicle home.
-Was only required to visit the office for 1, maybe 2 am meetings per week, or unless you needed to restock your van supplies.
-Great benefits (cable, internet, universal studios, 401k, etc.
Negatives:
-Starting out techs first have to go through 3 months of schooling, I normally wouldn't consider this an issue- but it immediately showed me that they have a hard time retaining employees for an extended period (and this is because the tenured employees usually don't leave.) As a new employee I was talked down to multiple times by management and felt about as invisible as a person could feel in pretty much every regard.
-The location I worked at had a few strong leaders, but for the most part they majority were unmotivated and seemed to do very little work outside of taking a phonecall or doing a random inspection at a job you're currently at or have done.
-On many occasions there wasn't enough equipment or supplies to go around. which would result in us having to force lower end boxes or modems, cameras, etc.
-They will immediately drug test you if you cause the slightest damage to anything, regardless if your work vehicle is fitted with the proper equipment to see properly (broken back up alarms, overhanging ladders, being required to back in to parking spaces).
In the end, I wasn't happy with
I have been a service & maintenance supervisor for the last 6 years and have managed 21 employees. In the training and hiring processes, I have evaluated the candidates for employment in the following areas: promptness, eagerness to learn new products and procedures, valid driver’s license and driver’s history, and for no excuses to come to work their regular shift. In the area of setting goals and expectations, I am responsible for daily & monthly feedback. I am required to have five weekly evaluations done on five different people. I am required to be in the field with my employees 60% of the time in order to achieve these goals. I also do 10 field observations quarterly. My techs are called in monthly to go over their metrics so they’re aware of areas of improvement and areas they’re exceeding in. I also rate my techs semiannual reviews and go over them with each technician. I coordinate work with the local police departments on getting big cable wire and equipment across busy highways. In conjunction with coordinating this project, I am responsible for overseeing the payroll of the law enforcement. I’ve also overseen night projects with my technicians. Lastly, I am responsible for presenting the weekly safety topic to all of the service and maintenance unit technicians. At our location, I interact and play a role with 372 technicians and 30 upper management personnel.
I’ve received Sensitivity training via the human resources unit to handle work-life balance of our employ
The day starts the moment you set foot on the property. Many times I would be addressing issues as I put my lunch away and while my computer was loading.
This company does not cross train people. It is a waste of people and talent to not cross train those that want to learn. I aggressively sought out others who would teach me so that I would not be held back. They do offer NCTI course you can take to increase knowledge. However, you are restricted to what you can take based on your current job. This too is a waste. Just because someone is a tech, a warehouse worker or a front counter person does not mean that will be the only job they will have within the company. This company does not think ahead when it comes to their greatest asset - their people.
The hardest part of the job was cycle cut offs which occurred every week. The most important cutoff date was the 21st. The information collected for the 21st contributed to the financial statements put forth by the company. No matter what day of the week the 21st landed on, you were "unofficially" required to work a three day stretch (20th, 21st & 22nd) until all work was done. This applied to not just your area. When you finished with your area, you were required to report to the Supervisor that you were done so that you could be assigned to help others. This was the one time were helping others was allowed. On these three days, you stayed as long as it took to clear the entire region. These days would typically be 10 -16 hour
When I initially joined the Comcast, I was eager to start my career and was an outstanding leader while employed for comcast. After a while, I realized that the company was terrible and didn't want to waste my talents on such a terrible company.
Comcast is a very stressful job. Not only do you have to deal with the stresses from the customers but you have to deal with management breathing down your neck about every little thing. You have to meet monthly metrics (which I had no problem meeting) but the metric system causes a lot of stress. For example, when you have a 6 minute average call handle time and you've been on the phone for 15 minutes with an irate customer and then you receive an instant message from you're supervisor telling you to basically hurry up and end the call...that's stressful because you're already stressed because you have some crazy person yelling in your ear and then you have your supervisor who thought it would be a brilliant idea to send you an IM offering NO assistance but reminding you that you've been on the call too long.
Ya know, if the company wasn't so terrible, maybe I wouldn't of had to spend 15 minutes or more on the phone with an irate customer.
Comcast was draining me. It was making me dislike people. It was making me into a nasty person who didn't genuinely care about the customer. Comcast turned me into a greedy salesperson, whose focus was on selling new products instead of offering superior customer service.
Com
ProsJob security
ConsToo many to name
1.0
Bilingual Sales Representative | Miramar, FL | Jan 27, 2019
Dont work in Sales if you value your sanity and stress levels
I have been working for Comcast since 2012, when I started our center only received calls from Florida then the company decided to make our center National so we received calls from all over the United States. The department that I worked in when I started was Bilingual Retention which was tough sometimes dealing with irate customers and trying to upsell them while keeping them as customers but looking back now it was more manageable than Bilingual Inbound Sales because you were dealing with accounts that were already open and all you had to do was keep them as a customer, as soon as you get the screen popup for the account you already made money on that account and the sales goals were manageable.
The experience totally changed after Comcast opened up a new call center in Albuquerque, New Mexico, as soon as that happened our center that was National switched to Central Division only which I thought was going to be better because we would receive less calls (so the calls wouldnt be back to back every day) since we're covering less areas but when that happend the director for the site that I work in also decided to close the bilingual retention and movers department from our call center and make the whole call center sales only so everyone that worked in Movers and Retention were offered to either get laid off with severance, go to sales, or move to another state to stay in the position that they were currently working (Movers or Retention), the majority of the people decid
ConsSuper High Metrics, you receive calls that aren't sales calls but still count towards your close rate, metrics constantly being readjusted to make them harder to pass and reduce commission payouts
Mistreated staff will not be placated with the occasional pizza part or donut
As a Tech Support rep, Comcast is an absolutely terrible place to work. It's even worse as a billing support rep.
When you take a call from a customer, you are not allowed to disconnect the line for any reason. Even if the person is hurling insult after insult, not listening, or going after you personally for whatever else is wrong with their lives.
No matter what the person calls in for, no matter their state of mind, you are to try to sell them something. Sales took precedence over everything else. It didn't matter if you fixed their problem as long as you sold them something, or even asked for a sale. "I know you're calling in with no Internet connection, and I can see that if you had our phone service that it would be out as well, but would you like to go ahead and put all your eggs in one basket anyway?"
The most frustrating part was selling customers on packages, assuring them (as we had been assured) that the price I was quoting was the price they would pay, only to have the terms changed on them. This happened often and they never acknowledged it.
Management did what they could, but their hands were tied as well. The best they could do was act as a very temporary band-aid.
It honestly wasn't bad when I started. There was time enough to breathe between calls, we didn't have a great push to sell because they recognized it was a support queue and shouldn't have sales pushed on them. But that set of management got the boot one day, all of them, and the
ConsMicro-management, unrealistic sales goals, ridiculous call time expectations, deaf management, treated like children
Questions And Answers about Comcast
What is the best part of working at Comcast?
Asked Oct 22, 2019
The benefits and competitive pay.
Answered May 11, 2022
The people at Comcast are amazing. Being able to bring happiness to customers.
Answered May 8, 2022
What is the work environment and culture like at Comcast?
Asked Feb 25, 2016
Depends on your level in the organization. Each year employee surveys are used to rate direct leadership and upper management. If a team rates low the direct leader is crucified and upper management who is really to blame is not. Direct leaders basically coach their employees to rate these surveys high and be dishonest to avoid this regardless of any real issues. They should stop pretending to care about the employees when they really only care about looking good on paper.
Answered Sep 28, 2019
Ya know I have worked for Comcast for almost 4 years now and have absolutely no issues with it. As a matter of fact if someone wants to further their career let's say inti leadership the company will do everything in their power to get ya there. The company is doing that for me and I cannot Express enough appreciation for this. All a person has to do is speak up and say so! To me it truly is a great place to work!
Answered Mar 28, 2019
How are the working hours at Comcast?
Asked Feb 25, 2016
I was outside sales, start time with a meeting 9:00 without 11:00 and I worked till I got a sale, 9:30, Comcast is flexible about hours ,ending 8:30.
Answered Jul 18, 2019
Overtime is not "offered", it comes a number of ways. Its forced, its required, it happens because they ALWAYS overbook your jobs, and it happens because of the type of job you get, which rarely gives you enough time. Comcast scheduling system is severly broken, and they show thier commitment to fixing it by firing Techs who cannot magically survive it. Thats yet anotber reason why they are always hiring, like a revolving door.
The training is a joke. Comcast allows the Supervisors to take control of you during training, which allows them to punish you based on rumors (because they are not there its a rumor); they will pull you out of class to make you work even if you arent ready; they are responsible to give you class materials, which is totally dumb (some unscrupulous ones will give your new equipment to thier existing crew and you end up with trash or nothing). The training is 2 months too short and then they put you in the field and pretend your an expert. Also, they try to use you to train the old workers because they run the Techs like slaves so they dont get ongoing training.
Specifically the working hours, long and inconsiderate. Even Techs with 7-8 yeats of service routinely go 3-4 hours overtime at least once a week.
Answered Jul 18, 2019
What is the interview process like at Comcast?
Asked Mar 12, 2017
After applying online was sent online situational assessment. Then recruiter called with details of job. Next was video interview (covid times), then a phone interview from district manager with similar situational questions. Finally sent back to recruiter for offer, background, drug test details. Total time was about 2.5 weeks.
Answered Feb 3, 2022
Completed all of the pre-assessments and landed an interview with a recruiter. Logged in to complete the interview and waited an hour. The recruiter never joined the call.
Answered Nov 23, 2020
If you were to leave Comcast, what would be the reason?
Asked Mar 16, 2017
I'd leave for a new position with growth, better company culture, good pay equal to workload and title.
Answered Dec 7, 2019
Being worked to death, unsafe, acknowledgement that the working process is outdated, unfair, and the metrics are unreasonable - but still evaluating and firing people based on those faulty parameters.
