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| Do you enjoy your job within the cell phone industry? |
| Yes |
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67% |
[ 74 ] |
| No |
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13% |
[ 15 ] |
| Neutral |
|
19% |
[ 21 ] |
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| Total Votes : 110 |
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| Author |
Message |
TmoTech
Posts: 2
Phone Model:
Nokia 6600
Service Provider:
Tmobile |
 
Sun Jan 15, 2006 4:46 pm |
Tmobile
Data Support
Woo Hooo
cant wait for the new MDA
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Advertisement
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Kvalich
Posts: 36
Phone Model:
Motorola v551
Service Provider:
Cingular |
Thu Jan 19, 2006 5:47 pm |
Cingular
Retail sales rep.
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Fixxer
Posts: 16
Phone Model:
Motorola V180
Service Provider:
Cingular |
Sun Jan 22, 2006 2:04 am |
work for Cingular at a vendor site in Northeast Ohio. My title officially is Subject Matter Expert (in other words, I'm a tech/supervisor/answers guy).
I love my job, but at times it is a real hassle when customers make totally ridiculous demands that I cannot fulfill, nor can my supervisor fulfill. (ie I want a credit because I am losing business because your network keeps droping calls). Read your contract that says explicity (paraphrased) "We are held blameless for any failure of our network and cannot make any warranties, implied or otherwise with regards to performance of said network."
Hope I can help ouy some of the other reps I see posting here. It appears we have many here from different departments and other carriers for that matter.
On a final note, I'll agree with what some of you have already said. We have too many departments and many of those are unaware of what the others do. Here's my short list.
1. C&A
2. Customer Care
3. RMA/Financial Services
4. Sales
5. Tech Support
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kiwifruit
Posts: 22 |
Sun Feb 26, 2006 11:10 am |
| kiwifruit wrote: | | I am a Supervisor for Sprint/Nextel Customer Care with an outsourcing company. |
Not any more.....I am a supervisor for T-Mobile Tier II Technical Care and much happier. 
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Cingularity
Posts: 22
Phone Model:
SonyEricsson S710a
Service Provider:
The Largest One |
Wed Mar 01, 2006 3:04 am |
HI All!!!
New to the board and I just stumbled across it by accident.
Current Position: Combined Billing Customer Care/Relo/After Hours Support
Previous Position: Tier II Tech
I've been working for Cingular for a year now and have enjoyed it for the most part. Right now QA monitors are being a royal pain in the butt. Just got a 50% score on a total awesome call, but it's now being disputed thank GOD! I swear they're being Nazi's or something. But I understand the fact that Cingular is 4th when it comes to Customer Service, however I'm not one that contributes to that statistic.
Anyway, I agree with you that there are many Cingular CSR's that underestimate the functionality of TLG. It can do so many things that CARE can't. We just don't use it to it's full potential. Besides, how many times have you seen transactions error out in TLG? LOL
I also am one of those who takes pride in their job, but when CING QA starts getting ridiculous with the way they score calls, what kind of msg is that sending to the good reps? If they're going to score us, shouldn't they at least have the experience of taking calls?
My previous experience was working as a Sales manager for an exclusive agent in his only store for a year, and the bastard fired me when I decided to go corporate. I think he was jealous that I could run his store better than he could. Who'd a thunk a 41 yr old grown man would throw a temper tantrum. LOL
As for my job, I'm eventually going to transfer within Cingular to one of the Blue centers. I crave tech support again and want to get out of the 24/7 specialty center. Eventually go into training and management. I feel I have alot to offer this company and they have alot to offer me... if I can get past QA first! I to have passed up opportunities because I'm waiting to transfer and that's easier to do as a rep than it is as a manager.
Anyway, I hope to go a long way with Cingular. It's been a long time since I felt this way about a company... if they get their act together. I think Cingular has much potential if all the departments knew what each other does.
Cingularity
| signalsniper wrote: | Work for Cingular-orange in PAC (porting activations center).
The best part of my job is porting in Sprint & Nextel customers (because those companies SUCK!) - of course I don't mind porting in Verizon and T-Mobile, but my interactions with employees from Verizon and T-Mobile are most always pleasant and you can tell that they are well trained in customer service.
The worst part of my job is trying to explain to customers and CSR's working with customers in the CARE billing market, that a new SIM is ALWAYS required in a number change involving a port-in. They always rebut and say they got another PAC rep to change an mdn without having to get a new SIM, why can't I??? Well, the customer's account was in a Telegence market then. We deal with two billing markets (Telegence & CARE) - Telegence was programmed to interact more direct with the switching equipment and has many more options to work with accounts, and CARE is far more inferior) - With Telegence, if a customer's OSP confirms our port request, the mdn assigned to customers equipment can be changed to the ported mdn without need for another SIM - in the CARE market, you're SOL.
Another misconception is migrations from blue to orange - Even in the Telegence market, if the customer was assigned a temporary mdn and wants to migrate their mdn to replace temp, SOL!!! God, I wish this would spread like wildfire amongst the CSRs - no telling how many wasted calls and pissed off customers due to the lack of knowledge!
P.S. For those reps that take learning edge courses ~ never pass off on that sh!t like it's nothing... most reps that are members on this site are pretty dedicated to their jobs, but there are so many more that complain they are not trained well enough to do their jobs. In between calls (if you are that fortunate), take courses and learn from them! They're free and you never know when you'll be doing somebody else's job for them!
SignalSniper |
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Cingularity
Posts: 22
Phone Model:
SonyEricsson S710a
Service Provider:
The Largest One |
Wed Mar 01, 2006 3:30 am |
AMEN to that Fixxer! What do customer's think this is? a cordless phone? Don't they understand this is RF... the farther away from the tower, the more likely it is that a call will drop. Customer's fail to read the T's & C's and feel they should be compensated. I've been a Cingular customer since Dec 2001 and never once have I requested compensation for my time. The only time I ever did that is when I had to spend 3+ hrs every month arguing with Voicestream (now T-Mobile) over all the charges they billed me for that were included in my plan. Thank GOD they cancelled my service when I said I was "moving to Argentina" LOL.
| Fixxer wrote: | work for Cingular at a vendor site in Northeast Ohio. My title officially is Subject Matter Expert (in other words, I'm a tech/supervisor/answers guy).
I love my job, but at times it is a real hassle when customers make totally ridiculous demands that I cannot fulfill, nor can my supervisor fulfill. (ie I want a credit because I am losing business because your network keeps droping calls). Read your contract that says explicity (paraphrased) "We are held blameless for any failure of our network and cannot make any warranties, implied or otherwise with regards to performance of said network."
Hope I can help ouy some of the other reps I see posting here. It appears we have many here from different departments and other carriers for that matter.
On a final note, I'll agree with what some of you have already said. We have too many departments and many of those are unaware of what the others do. Here's my short list.
1. C&A
2. Customer Care
3. RMA/Financial Services
4. Sales
5. Tech Support |
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SmoveAL
Posts: 35
Phone Model:
Treo 650
Service Provider:
Cingualr |
Fri Mar 17, 2006 2:26 am |
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Cust Care- Cingular Wireless
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brianthebmf
Posts: 20
Phone Model:
E815-The Greatest
Service Provider:
VZW |
Mon Mar 20, 2006 8:27 pm |
Verizon Wireless
Universal Coordinator= CS, TECH, and DATA SUPPORT. Also sometimes in sup quere.
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thespecialist
Posts: 19
Phone Model:
Sony Ericsson W600i
Service Provider:
Rogers |
Sun Apr 16, 2006 10:01 pm |
Cust Relations 2/3G Blue Cingular Rep.
Wheeee 
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Sir_GoAtaLoT
Posts: 404
Phone Model:
BlackBerry 8100 Pearl
Service Provider:
T-Mobile |
Tue Apr 18, 2006 2:13 pm |
T-Mobile USA
Business Care Offline Rep
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