Customer Loyalty Representative (Former Employee), Kitchener, ON – December 13, 2014
Pros: flexible vacation, great co-workers
Cons: unrealistic expectations, strict schedule, discrepancies in quality of information
While I was there Rogers did not focus on customer service as heavily as they should have which resulted in customer dissatisfaction, which requires time to reverse. Unrealistic sales goals and ACT led to further customer dissatisfaction and a dramatic loss of customer base.
Workstations were not ergonomic, creating pain and discomfort. Different managers – more... would give different information and it was difficult to figure out which information was correct and which information wasn't.
Numerous times customers had lengthy issues that needed to be reconciled, but instead of being given time to fix these issues, we were scolded that we were spending too much time on a particular customer and that it wasn't our "job" to fix bigger issues.
Pay was great but did not compensate for the fact I knew I was letting customers live with issues that should not have occurred in the first place if everyone had done their jobs correctly the first time. – less
BO Developer (Current Employee), Brampton – September 4, 2014
Pros: work culture
Cons: for me, it is travelling from toronto to brampton
My day normally starts at 9 AM and ends around 6 in the evening. The work culture is very good in Rogers and I enjoyed working with my team. My responsibility is to develop the reports as per requirements. The management always encourage to try new things to get better output from me and my team. I like the work atmosphere in Rogers. I love the place – more... where my ideas are taken into consideration before taking a final call and Rogers has provided me such opportunities. – less
Rogers is a very fast paced and fast moving company that keeps you on your toes. If you are looking for a place with constant change and new challenges, it is the place for you. What I love about working at Rogers is the people I work with and how I face different and exciting challenges everyday.
Customer Service Representative (Former Employee), 2235 Sheppard Avenue East – August 21, 2014
Pros: early leave, amazing benifits
Cons: terrible managment, not to organized, not enough pay
the training was very bad it was one way in training and then when we got on the floor completely differnet. they say its not about targets and metrics and when you get up on the floor thats all its about. they give u little to no product knowlege and your pretty much thrown out on the phones.
management is unorganized if you ask for help most of them – more... have no idea what to do. i had one manager tell me "ive only been on the phones a total of 2 weeks in training and ive only been here since january" how do you have a manager that doesnt know what hes doing. let alone my own manager who played favorites and doesnt do her job protecting the sales on her team or actually coaching her agents. the 3rd party call centre i worked at had better training and management and thats sad.
the co-workers for the most part were boring but you find a few shiners there
also they say the pay is amazing its really not. they make it impossible to actually hit any bonuses
overall not the greatest place to work i would much rather work at the 3rd party Rogers place ive worked at in the past which is sad. the pay was even better at 3rd party due to commission – less
Great work atmosphere, friendly and supportive leaders
Call Centre CSR Wireless Retention (Current Employee), Vancouver, BC – July 25, 2014
Pros: great pay and benfits, flexibility in scheduling, room for advancement
Cons: high stress levels
Working here is very fast paced. There is a lot to learn and a lot to do on a daily basis. Call volumes are usually quite high.
The biggest addition to any skill set I gained at Rogers was a refinement of personal/soft skills and learning how to communicate better with customers.
The management is very friendly and supportive at Rogers, offering work – more... and personal advice and in general being there as a pillar of support. Whether you needed help in regards to work or needed to talk about something going on outside of work they were always willing to listen and it's a very admirable trait in any company.
In the retention department the most difficult aspect is the amount of stress placed upon you. While you are dealing with customers who are often frustrated or upset, some who tend to take it out on the agent unknowingly, you also have a need to maintain and meet certain metrics or goals. Balancing both can be very tricky.
The most enjoyable part of this job is talking to all different sorts of people, whether it be customers or coworkers. Both are very diverse groups of people with colorful backgrounds and stories. – less
Sales Associate (Current Employee), Waterloo, Ontario – July 18, 2014
Pros: fair commissions, positive work atmosphere
Cons: at times repetitive, limited authority
Rogers is a well known company that thrives in a past paced environment. Having the incentive of commission helps motivate you. Given the limited authority to make changes can lead to difficulties though. Having a positive work force and management has been a great experience. However, some of the work can be repetitive at times. You can say that about – more... a lot of jobs though. – less
Customer Relations Consultant (Current Employee), Brampton, ON – July 10, 2014
Pros: health coverage
Cons: not enough floater days
7 years of experience with 2 of Canada’s largest telecommunications companies. Currently, as a Customer Relations Consultant and taking into account my previous role as Escalation Support Team for Rogers Communications Inc., combining both “on-line” experience through Consumer Service, as well as Intensive one on one Coaching experience with representatives – more... of Rogers Communications through all lines of business.
My background has given me the hands on experience in the customer service industry and training industry that would contribute to your team and objectives. My accomplishments are derived from my exceptional communication skills, strong attention to detail and work ethic. – less
A great place to work, with an extensive training program and competitive wadges.
Customer Service Representative (Former Employee), Kitchener-Waterloo, ON – June 4, 2014
Pros: competitive wadge, incentives, great training program
Cons: long hours
A typical day at work would involve answering phone and e-mail questions regarding technical difficulties, billing, sales and general information in a call centre environment.
I learned a great deal with the information and tools that they provided to be successful at the job. It allowed me to be professional, knowledgable and efficient employee. Although – more... you primarily work on your own on the phone, you are still on a small "team" that is managed by a "Team Manager" that allows you to communicate and help others, be part of a team environment and stay up to date with relevant information. You also have one-on-one time with your manager to go over calls and procedures.
The hardest part of the job is you are sitting for 7 hours a day on the phone most of the time and that can be physically hard, but the most enjoyable part is when you've helped a customer with their problem. – less