You are expected to come in and make sure you log in to your (or maybe not yours because sometimes you don’t get assigned one like everyone else, so be prepared to pack a good sized bag and have to start all over every time you come to work at a new workstation) work station and open all of the million applications you have to navigate between during your calls before your shift starts. (But make sure you are not there too early. You’ll get in trouble.) Immediately take calls which are literally back to back using those handy tools which a lot of the time never work correctly or are always down. Which you are then told to “wing it”. Deal with insanely irate customers all day long while listening to them call you every name in the book, without being allowed to defend yourself, even politely. Don’t bring it up to the leads or sups. They may tell you to “toughen up”. Some of them understandably upset because that issue they called about 2 weeks ago? “Don’t worry! Our engineers are STILL working on it” while you continue to pay full price. Poor techs. Going out as the hundredth tech visit for intermittency, and we just know the issue is just not going to be fixed because it’s really the service, but let me go ahead and roll that truck for ya. Have an issue? A lead with an attitude will get to you in about 10 minutes and may or may not help you. Don't leave the customer on hold though..no dead air but don't make small talk. OH. and watch that average handle time. Make sure you don't send a truck unless it's ABSOLUTELY necessary that’ll hit your metrics. Make sure you tell them about the surveys which they probably will not take or bomb you on because they hate Spectrum. Oh and be sure to fix it the first time so they won't call back because THAT hits your metrics too. If you have to pee and it's not your break time? Too bad. There's personal time there to use if you do but I was told to "pee quick". Can't find your sup? They are probably outside smoking for a half hour or talking. When they are there, they are listening to your calls to literally pick it apart and make you listen to it, and tell you all the things you did wrong during your weekly coaching sessions. Oh, and right before I finish, make sure you absolutely LOVE your shift, because they put out ridiculous shift bids, and even if your numbers are awesome, you are competing with 300+ other agents that want the same shift as you, and chances are? You won't get it. Better luck next time. LOL not. My suggestion? Stay far away.
