?'s about working for VZW
I am currently a T-Mobile Employee but am moving back to my hometown of St. Louis, MO. According to the job site you have a call center there. Does anyone work there? How's the atmosphere? Do people usually get a long or is there a lot of politics? How's the chance for advancement? How's the pay? How's the benefits?
By the time I move I will have around 3 years of wireless experience. HS diploma, 1 yr away from bachelors of science in business for college.
I hear that VZ pays really well.
Please...any information would be great!!!!!!
For TMobile in my first full year (2003) I was a Customer Pro (top 10% of my call center). In 2004 I was a Customer Champ (top 1% in the NATION).
Any ideas of what kind of money I could...
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By the time I move I will have around 3 years of wireless experience. HS diploma, 1 yr away from bachelors of science in business for college.
I hear that VZ pays really well.
Please...any information would be great!!!!!!
For TMobile in my first full year (2003) I was a Customer Pro (top 10% of my call center). In 2004 I was a Customer Champ (top 1% in the NATION).
Any ideas of what kind of money I could...
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In the West Area, there are CSR's making 40k in the first year. Benefits are great. I broke my ankle monday and am on short term disability. I'm beting paid 100% while I'm out. All benefits start your first day. You do have to work there about a year before becoming a supervisor but from there you can do pretty much anything.
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Eock on...thanx for the info. I appreciate it! T-Mobile has screwed me over too many times.
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Im in the West Area as well & Its a GREAT place to work!! The benefits kickass!! I found out that I was pregnant 4 months into working there as a new employee & I went out on FML/Short Term Disability before I thought I would even be able to... So yea, health benefits & pay are real good!! 😉
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Benefits are fantastic and the working environment is pleasant. New hires with no wireless experience start somewhere between $25K and $30K in the midwest. Factor in various types of incentives, bonuses, and 401K contributions, and overtime, and yes, a first year rep could possibly reach $40K.
But other aspects of the previous responses are not painting an entirely realistic picture. If everyone got promoted to supervisor after only a year, there would be more supervisors than reps. This simply doesn't happen. I'm not saying no one ever becomes a supervisor after a year. If you have previous call center experience and previous wireless experience, it's certainly possible. But there is intense competition for those positions.
Bear
But other aspects of the previous responses are not painting an entirely realistic picture. If everyone got promoted to supervisor after only a year, there would be more supervisors than reps. This simply doesn't happen. I'm not saying no one ever becomes a supervisor after a year. If you have previous call center experience and previous wireless experience, it's certainly possible. But there is intense competition for those positions.
Bear
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We just hired 6 new supervisors. All of them have been there betwen one and two years.
I was just saying that you have to work there a minimum of a year before getting promoted. They spend a LOT of money on training you to be a phone rep. They want to get their money's worth.
I was just saying that you have to work there a minimum of a year before getting promoted. They spend a LOT of money on training you to be a phone rep. They want to get their money's worth.
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if ya have over 2 years of wireless sales experience, you could expect more like $60k-$80k depending on the area or amount of business.. but yea benefits are really good..
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What do you mean 2 yrs experience. I only hafl been in wireless since Nov. 2004 and have only been a sales rep since Oct 2004 and am pacing to hit six figures this year, while workin in a store that just opened in November 2004. So you do not have to have much experience at all. As a matter of fact I never even been in sales until my job with VZW.
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I've worked for VZW for 5 years and have enjoyed my experience. I worked for Cellular ONE beforehand, now Cingular, and prefer VZW. Great benefits, great pay, great opportunity for promotion. There was a recent survey among industry employees, and VZW was voted the best carrier to work for. I understand from coworkers that were recently employed by other carriers that the pay and benefits are better at VZW.
That said, a job at VZW is no fluff job. You are expected to strive to be the best and work hard. There is intense internal competition for performance. I recommend sales above customer service - although CS is a great job as well. Each of the last 5 years, CS has gotten a substantial bonus in Feb/March, and each year it has been...
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That said, a job at VZW is no fluff job. You are expected to strive to be the best and work hard. There is intense internal competition for performance. I recommend sales above customer service - although CS is a great job as well. Each of the last 5 years, CS has gotten a substantial bonus in Feb/March, and each year it has been...
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Celling_it said:
What do you mean 2 yrs experience. I only hafl been in wireless since Nov. 2004 and have only been a sales rep since Oct 2004 and am pacing to hit six figures this year, while workin in a store that just opened in November 2004. So you do not have to have much experience at all. As a matter of fact I never even been in sales until my job with VZW.
they must have been desperate for sales reps or you're in a real slow area because those requirements are standard.
but i dont believe you're going to hit six figures unless you're in the #1 or #2 store in the country.
my store is ranked in the top 5 for the west area. hence, were in the top 5% pay level of the company (retail wise)....
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Its possible due to Circuit city reps being able to hit multipliers through OCM. I have a rep in my area that did 100+ renewals but the quoata was 30 ish. They only did about 12 new acts out of 30 but with all those renewals it set them up and a crazy multiplier. Got about 6 grand on one comish check. They changed the policy now in this area so you can't have that many more renewals than your new acts.
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I am not in a Circuit City store, but I have seem that happen with a few reps in some of our CC stores. Actually have heard of a few reps getting capped as far as commision goes for a few months.
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Sorry I did have a typo in the org post. I have been with VZW since November 2003, started as a Retail Customer Care Rep. Was offered a position as a sales rep in a new store that was supposed to open the end of summer 2004 , but did not actually open until November due to construction delays.
Right now in my area it is very common to be able to get promoted after 6 months in a position if you are a a hard worker and get a good recomendation from your manager. As a matter of fact I was Sales rep for Oct and Nov and promoted to lead rep effective December 2004.
As far as the money thing, it is no BS, all I know is what my pay check says, and FYI I am in the top 10 in presidents cabinet standing right now.
Let me tell you the key t...
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Right now in my area it is very common to be able to get promoted after 6 months in a position if you are a a hard worker and get a good recomendation from your manager. As a matter of fact I was Sales rep for Oct and Nov and promoted to lead rep effective December 2004.
As far as the money thing, it is no BS, all I know is what my pay check says, and FYI I am in the top 10 in presidents cabinet standing right now.
Let me tell you the key t...
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It is not amazing how much money you can make selling accessories, Verizon has them way overpriced, $29.99 for a charger, divide that by 3 and you can get one at wal-mart, target, kmart, ect...huge markups on the accessories, what is amazing is that the consumer actually pays that price for them, that is what is amazing 😳
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trucksmoveamerica said:
It is not amazing how much money you can make selling accessories, Verizon has them way overpriced, $29.99 for a charger, divide that by 3 and you can get one at wal-mart, target, kmart, ect...huge markups on the accessories, what is amazing is that the consumer actually pays that price for them, that is what is amazing 😳
I do agree $29.99 is very expensive for a charger, but please show me one corporate owned store of any major carrier that sells it for less.
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Now multiply that $10.00 by 3 to figure out the actual cost you will pay once you replace the cheap after market charger twice to equal to the life span of one purchse from VZW. Also factor in the chance that if the phone is damaged in any way do to using an after market charger that the manufacturer will not warrenty the phone any longer. It does not happen often, but I have seen it happen, and it can be a very expensive gamble.
More oftne than not you do actually get what you pay for.
More oftne than not you do actually get what you pay for.
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What's funny is when I talk to customers that have been to a store, they always tell me that the rep GAVE them all these accessories. That's not called selling, it's called packing.
I think I shall start filing rework forms on any rep that tells a customer they are getting something for free this way. Making something "free" by taking half off of two same priced items generates calls(Two VPCs at $30 ea., take $15 off each=$30 discount). These are calls I should not have to take. If you can't make one have a zero price, don't give the discount that way.
I think I shall start filing rework forms on any rep that tells a customer they are getting something for free this way. Making something "free" by taking half off of two same priced items generates calls(Two VPCs at $30 ea., take $15 off each=$30 discount). These are calls I should not have to take. If you can't make one have a zero price, don't give the discount that way.
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What are you talking about? Who is able to give 50% discounts, certainly not in my region. We can do 10% off of 2 or more, but no where near 50%.
You are a customer service rep right? If that is true why are you so upset about taking calls? That is what you get paid to do.
Just an FYI for you about call in rates, my call in rate phenomenal. Last months numbers just came out today and I am at 50% customer call ins vs. new lines of service. The store channel considers anything below 100% to be acceptable.
You are a customer service rep right? If that is true why are you so upset about taking calls? That is what you get paid to do.
Just an FYI for you about call in rates, my call in rate phenomenal. Last months numbers just came out today and I am at 50% customer call ins vs. new lines of service. The store channel considers anything below 100% to be acceptable.
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Personally, I can give whatever discount I feel the customer deserves. Sometimes it's a lot, sometimes they deserve none.
As far as what other people give in stores, I've seen them give half off very often. Accessories get packed in some way ALL the time.
Yes I am a customer service rep. Yes it is my job to take calls. However I should not have to take calls generated by people representing VZW that lie to customers. The easiest way to fix that will be to file rework forms and have them coached or fired. You can't sign someone up for a $5/month service, give a $10 credit and tell them it's free for 2 months. That doesn't work. They will call the second month and ask why they are being charged for a service they were told was free for ...
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As far as what other people give in stores, I've seen them give half off very often. Accessories get packed in some way ALL the time.
Yes I am a customer service rep. Yes it is my job to take calls. However I should not have to take calls generated by people representing VZW that lie to customers. The easiest way to fix that will be to file rework forms and have them coached or fired. You can't sign someone up for a $5/month service, give a $10 credit and tell them it's free for 2 months. That doesn't work. They will call the second month and ask why they are being charged for a service they were told was free for ...
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You obviously have no experience in retail so let me enlighten you. RSRs get paid off of accessory dollars sold. So if I sell 2x CLAs for $15 each, I make the same amount as if I sold one for a regular $29.99. So what's the point? My stupid accessory ratio goes up, VZW wants a 3.0 accessories sold per phone. This isn't easy to do, all the other carriers I've worked for have been 2.0. There is so much pressure in this company on KPIs it forces a lot of reps to do things like discount accessories. As far as packing goes, it is the company that started this trend. Take a look at a retail price tag, it lists the two year price after rebate with an essential pack, its bundled and packed before I open my mouth. When I present the phone I always qu...
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There is nothing wrong with the company pushing KPI's. There are accessories and data features that can be a huge advantage to the customer, but too often the customer is not aware that these features and or accessories are available.
The only way to have thes things benfit the customer and in turn make money for the company is to hold each sales rep responsible for acheiving a certain goal. From my experience the goals are certainly attainable.
Not sure where you work that you have a goal of a 3.0 access rate, but in my region it is 2.5.
I donot look at it as packing, but rather bundling to save the customer money. I am all about saving the customer as much money as possible, and at the same time getting them everything th...
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The only way to have thes things benfit the customer and in turn make money for the company is to hold each sales rep responsible for acheiving a certain goal. From my experience the goals are certainly attainable.
Not sure where you work that you have a goal of a 3.0 access rate, but in my region it is 2.5.
I donot look at it as packing, but rather bundling to save the customer money. I am all about saving the customer as much money as possible, and at the same time getting them everything th...
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Celling_it said:I donot look at it as packing, but rather bundling to save the customer money. I am all about saving the customer as much money as possible, and at the same time getting them everything that they are going to need.
How are you saving them money? They can purchase an essential pack later at the same price.
Yes, nothing is wrong with pushing kpis. But every month (at least in the west), our data or acc quota goes up. In our set report, there's a new column for data% vs combo. Is that going to be their new standard in a couple months? They are making it harder and harder to make money.
what is your ecode? i wanna see these numbers that are making you 100k
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I happen to agree completely with you.
Customer's (as a general whole), do not realize what they need. I work in a state where you're required to wear a headset, but customer's say, "i don't drive while i talk." THat is complete crap. Once people know your #, you will be contacted whenever/whereever, and you know that you won't pull over to the shoulder and then pick up your phone.
Hello car charger. Those nights you forget to charge it at home, or maybe when you're battery is starting to loose charge and you have to do a mid-day charge on it.
And the leather case. I know it's a pain, but honestly, I use one. How can you not? A person doesn't realize how much abuse a phone can get...
However, I don't think it's about sav...
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Customer's (as a general whole), do not realize what they need. I work in a state where you're required to wear a headset, but customer's say, "i don't drive while i talk." THat is complete crap. Once people know your #, you will be contacted whenever/whereever, and you know that you won't pull over to the shoulder and then pick up your phone.
Hello car charger. Those nights you forget to charge it at home, or maybe when you're battery is starting to loose charge and you have to do a mid-day charge on it.
And the leather case. I know it's a pain, but honestly, I use one. How can you not? A person doesn't realize how much abuse a phone can get...
However, I don't think it's about sav...
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what's the point? My stupid accessory ratio goes up, VZW wants a 3.0 accessories sold per phone. This isn't easy to do
I think you just answered your own question.
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Vatothe0 said:I think you just answered your own question.
Yes, my point was if you look at it from an upper management position it makes no sense. It brings my numbers up, but it does nothing for the company. Maybe if the company took a look at how some sales people are doing it they would rethink it some.
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From my experience most customer service reps like to give away the house to customers. Early upgrades, bill credits, what ever the customer wants. That is such BS, they signed a contract make them be responsible for there actions. They had 15 days to decided that they did not like the phone, now at 14 months the person calls in and way to many CS reps say oh yeah we can let you upgrade early. How hard is it to so NO to a customer, especially over the phone, I do it all the time in the store, face to face with the customer.
I am sorry Mr./Mrs. Customer the phone was purchased on a 2 year agreement and you must complete 22 months of that agreement before you can buy another phone at the promotional prices, you can however always buy ...
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I am sorry Mr./Mrs. Customer the phone was purchased on a 2 year agreement and you must complete 22 months of that agreement before you can buy another phone at the promotional prices, you can however always buy ...
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You must be kidding me... no way you are going to make 6 figures. Lets do some math, I'll be generous and say you're making $25,000 salary, so that's about $13/hour, very good for someone who started in '03. That leaves $75,000 in commission, so about $6250/month. Now your key to success is maintaining your 3.0 acc ratio? Please, I'll be very generous again and let's say you avg $10000 of acc dollars a month and make 8% (only very low volume stores are going to make a percentage that high). So now you've made a whole $800. Where's the other $5450 come from? Please don't tell me it's from your 200% data ratio. Maybe if your prem plans are high you can make that with a 2.0 accelerator, but more likely to make that much with a 2.2. Now if you w...
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You do not have to beleive me. I am not going to argue with someone about something I know is right and you have no way to know what I make, you do not see my paycheck. You have my base a little low, but you also have to factor in SPIFF's, overtime, Sunday differential pay and true up. Sorry that you are jealous and are sending all this time to try and discredit me, but it is what it is my friend.
Happy Selling.
Happy Selling.
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So what's your ecode? I wanna see someone who's making 6 figure's numbers.
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I am not gonna give that out to anyone. It is unneeded. Like I said you do not have to beleive me. Just remember the sales reps pretty much pay everyones salary, no phones sold equals no revenue equals no one has jobs.
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Turbo - I'm an innocent bystander here, but while parts of your math above work, you left out all the commission from the activations and upgrades (not considering data, accessories, etc). An honest, upstanding rep can make 80-100 if they're willing to work extra hours and gain a good small business (mostly high-tier) referral rate. 25k in salary isn't that aggressive, maybe just a bit below average. 75k in commission is unreal - you're right, but you don't have to make 75k in commission to hit 80-100. Consistent overtime, working Sundays, averaging a 1.4 or 1.6 multiplier, a decent true-up from the previous year's overtime, a few months of big multipliers and you're there.
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I'm a customer service rep too, and I agree that it's my job to take calls, however, there's one giant problem with this accessory "slipping." You make commission off of them, and then I have to take the typical first bill call:
"My bill is way off. I paid my month in advance and activation fee in the store."
"No sir, we're unable to bill those charges in the store."
"Well I paid $265.99 and my phone was only supposed to be $49.99"
*Place the customer on hold while I pull up the receipt.*
"Well Mr. Customer, it appears that your phone was indeed $49.99 but you also purchased a car charger, case, data cables, headset, cup holder, sunglasses and a new pair of jeans."
* Then I have to go through all the "how do I return all of this" t...
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"My bill is way off. I paid my month in advance and activation fee in the store."
"No sir, we're unable to bill those charges in the store."
"Well I paid $265.99 and my phone was only supposed to be $49.99"
*Place the customer on hold while I pull up the receipt.*
"Well Mr. Customer, it appears that your phone was indeed $49.99 but you also purchased a car charger, case, data cables, headset, cup holder, sunglasses and a new pair of jeans."
* Then I have to go through all the "how do I return all of this" t...
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I am not going to defend anyone who sells without ethics. That is toally wrong!!!! It is not what the company wants and it can get you fired!!! I have seen it happen. I love my job and I love working for VZW, I would never do something to put my job in jeopardy. Having said that I know that there are a lot of sales reps who think the risk is worth a few extra dollars.
As I said my personal call in rate in incedibably low, half of what the store channel has set for a goal, and our store as a whole is only at about 65%. Considering that the goal is to be at 1 call to customer service for every new add (100%)that you do, my store is excellent.
I too would be rather upset if I worked as a CS rep and received a lot of calls because ...
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As I said my personal call in rate in incedibably low, half of what the store channel has set for a goal, and our store as a whole is only at about 65%. Considering that the goal is to be at 1 call to customer service for every new add (100%)that you do, my store is excellent.
I too would be rather upset if I worked as a CS rep and received a lot of calls because ...
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wells its all different. Different markets determine pay and all. NY pay is different than NC pay, different cost of living. But compared to other companies in the industry, VZW is above the rest. We have the best pay and benefits for both part and full timers among all competitors. My gf with no experience works in customer svc at the store and is making close to 20k PT before taxes. Me PT in sales will make close to 30K before taxes, but this can go up with better commissions( which the mulitipliers sure as nice). Doesn't sound like much but remember this is part time. FT you're looking at 35k and up, i'd expect. In wireless, VZW is hard to beat. They offer alot of benefits for employees, i like my new Dell which i got 25% off on...
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