Customer Relations Representative | Burnaby, BC | Jan 16, 2019
My Worst Nightmare
I got the job because I needed a job. It was the worst mistake of my life. The schedule ruined all my friendships and the stress from the job ruined my psyche so now I am a burned out wreck with nothing left and struggling to rebuild my life.
First of all, the empty promises. They tell you about the history of the company and they make it sound like they hire internally. They tell you there is room for advancement. They tell you that you will get raises. These are all blatant lies. They hire mostly from the outside for any position. The only person I know who got promoted to management worked there for 15 years and let's just say they are in very poor health probably from 15 years of stress and sitting all day. The raises are based on performance. But if you do the job correctly, and don't cut corners, it's impossible to meet the targets. If you do cut corners, the stress of getting caught and losing your job creeps up on you. You just can't win.
The training I got was terrible. Not only was it misrepresenting what the job would be like, it was also abusive. I mean literally abusive. It was demeaning. Everything you do wrong is thrown back at you. Even if it was advice the trainers themselves gave you that caused the problem.
I also had a moment that could be classified as a metoo moment. And ongoing passive aggressive behavior because I turned down the advance. But that was from a manager as well. Blah.
The people who do get ahead in this environment are pretty
Technical Support Specialist | Moncton, NB | Oct 23, 2017
Above average pay+benefits, no life outside of work, poor service inside and out
Coming from a customer service/tech support rep, Rogers provides a great salary with one of the best benefits package available in Canada plus you receive a discount on Rogers services; But at a hefty cost to your life and well-being.
Like any new job in the beginning, you know you're at the bottom of the totem pole: working late shifts, working every holiday, never a weekend off but they will always paint you a pretty picture and promote that you'll gain seniority fast which leads to better shifts and perks.
During training (ICU) you will find that half or more of your fellow new hires will have quit (out of the 16 in my group we were down to 5 by the end of training, now only 2 remain 3 years later - myself included.)
After training you will be provided with your regular shift (which you'll bid on but being new it is next to pointless in hoping for day shifts.) You will likely be working until 2:30 or 3:00am.
I was stuck working until 3:00am for a little more than one year without ever having a holiday or weekend off.
For the next 1.5 years I worked until midnight and then by fluke I got a morning shift this past summer which only lasted six weeks (I'm now back working until midnight and still have not had a single holiday or weekend off.)
Basically, don't expect to have much of a life outside the walls of Rogers for a very long time.
Now onto what the job is like:
You'll begin by signing into your workstation, checking emails, getting up to speed on tod
ProsPay, benefits, discount
ConsShifts bids, hours, management, directives, service
easy work but the company and the customers will mentally affect you.
the work itself is fine but there are several issues.
having to take responsibility for other employee's incompetence when filling out tickets they often seem to just not fill it out properly which means the issue continues for the client.
scripting is getting worse and worse when i first joined it was pretty basic but polite stuff and now there's an unnecessary amount added which can add several unnecessary minutes onto the call when the customer is already sick of talking to you.
infighting between departments because no one knows what to do or who to transfer to for certain issues. sometimes you will notice other departments transfer to you because they just didn't want to do the job even if they could have done it or are the only ones able to do it.
the shifts might give you depression. seriously. some of these shifts are just plain awful where you literally have no social life outside of your two days off which could be anywhere. a former coworker had health issues and a doctor's note told rogers to give them a shift between certain time slots to account for this. rogers gave that person the shift that they would not be able to do because of the health issues so they had to quit. from what i've heard and seen they range from 6am-3:30pm as the earliest shifts to 6:30pm - 3 am shifts as the latest (shift bids work by seniority so if there's a long period or something you are stuck having no joy or life on that 6:30 - 3 am shift. there's also optional overnight
Prosgood pay and benfits, employee discount.
Consshort break, unpaid lunch, everything mentioned in the review
Customer Service Representative | Ontario | Jun 11, 2013
Worst company to work for
They end up always overpaying you on your last pay and then send you a letter saying you owe them. I quit on a Wednesday payday was that week they paid me I called in to HR the number on my letter to make sure that I did not have to pay anything back the HR person said that everything was fine then I got another letter 3 weeks later saying that they overpaid me and that I owed them money then a week later I got another pay stub showing an amount and that they deducted from what I "owed" them (their pay stubs are as horrible as their billing summary) I called their payroll support who said that if I want my past pay stubs I had to fax in my request for them to send it out. The HR girl did not say this she said that they would give me instant access to the program on the computer to look at my paystubs. The payroll support then told me a different number that was deducted from what I 'owed' them this number was less than the letter I received in the mail.. Working for rogers was VERY high stress! The employees dread going into work everyday, you were given unrealistic goals that changed almost on a daily basis, the systems that are put in place to help you actually hinder you. I worked over 12 mths for a manager that was not even on my shift we only saw a hour of each other in a day once a week we had one on one coaching where my manager would ask me to tell him how to help me which eventually the upper management had a sit down with me and suspended for my low performance sayi
ConsThe place smelt like a sewer, they treat you like an idiot, they do not have a good training program, once you hit about 5+ yrs they lay you off, they promote unhealthy eating
Great place to work...as long as you didn't have to deal with management.
In a nutshell, my job was to generate revenue for the company by selling advertising on 4 radio stations. The products were solid, unique and fairly well programmed and clients saw results.
I very much enjoyed selling the product and dealing with the clients; and helping their businesses grow. I was quite successful, always hitting my targets and enjoying bonuses that came with them.
The most difficult part of working there was dealing with internal management. My immediate supervisor had little to offer in terms of experience and advice for dealing with tricky situations that sometime may have arisen with clients. She had never been in a true sales position and therefore could not relate to the day to day dealings with clients.
Her immediate supervisor had previous sales experience...more than 20 years ago. He was just simply out of touch with the reality of the sales world and what it took to get a new client to spend money with us, let alone retain their business year after year.
Together, they seemed to value "activity" rather than "results". They were always changing the dynamic...the "goalposts" if you will; inconsistent with who they decided to reward and their reasons for it. In a word...schizophrenic. Everything was seemingly designed to make "middle" management look good in the eyes of corporate...not for the benefit of our clients and certainly not for the benefit of the employees. We walked with caution and fear and at all costs avoided a meeting in th
ProsFreedom with your schedule to leave the office. (Meet with clients)
ConsManagement always shuffling accounts; inconsistency in policy.
A feudal company with a regressive working mentality where bullies thrive.
Broken processes always at the start and never take off.
Always on reverse.
Everything old and outdated is enthusiastically presented by management, which in constant re-organization.
Company where fear and abuse prevail.
Where everything is under the carpet and only appearances matter.
Where management vocabulary is the same as street vocabulary like they these never had an education or they just think they wont be understood otherwise.
No principle and values. Calling employees stupid and still keeping them for years while pressuring to quit is not what this company claim or stand for.
No training is provided, broken documentation, unclear requirements and they expect people to perform to the highest degree, while also paid with market minimum wage.
Everyday is a struggle with the manipulation, cheating,mistreatment.
They manipulative numbers as have no reliable data to base their report or KPI' or even capable people to develop accurate reports and KPI's.
There is only their outdated way or no way.
Confusion on everything.
Don't ask don't tell policy.
Bribing people to leave the company quietly.
They are in non stop re-organization to cover their mistakes, wrong decision, their wrong doings customer's money mismanagement.
They bully employees with job security and no room to grow or move the company forward.
No one care to work with due diligence as their work is neve
Customer Service Representative | Burnaby, BC | Dec 7, 2019
well compensated, relative to the work and very very very good benefits
For the work (call-centre), the pay is quite good.
There are motivating performance-based raise structures and EXTREMELY enticing overtime initiatives. However the catch is you have to actually do the work, which is listening to other people's problems. The saving grace is that most people are reasonable with the exception of some: big babies who just like to whine about everything; utter imbeciles for whom there will just never be enough help in the world for; insane yelling people; drunken angry, or drunken creepy people; and then the loathsome, hateful passive-aggressive types who will suck your soul out by the vacuum of where theirs' should have been.
If you can handle this - and stay within the unexpectedly challenging productivity metrics - then you can probably be quite successful here as a productive and contributing part-timer or full-timer; or if you're effective and ambitious, you will have very good prospects with moving up in the ranks, and moving up quickly.
Speaking as an employee of this place for now over half a decade, I have seen many things and know (at least a little bit) about the inner workings of this strange yet wonderful place. I've noticed Indeed makes a point to mention here, not to include confidential company information - but c'mon.. this is a big three Canadian wireless provider we're talking about. Anyone who reads a newspaper will already know about this: there have been some significant budget cuts and trimming of the fat (*cough
Unorganized - Unfair - Stressfull - Good for first-timers
- I told them in my job application, in interviews and in training that I need accommodations for my vision loss, but I'm 2 weeks into training and nothing has happened yet. So all that inclusion and diversity that they brag about is just formality.
- I was hired 3 weeks before start of the training but my equipment arrived 2 days before training start date and it came with wrong monitor cables. 1 week into training and only then they shipped the right cables. This happened to so many of my classmates.
- They use a combination of more than 5 different software, most important of them are old and built for Windows 95. So, expect a lot of complicated fields filling for simple tasks and bad user interface.
- They give you a thin client PC that connects to their virtual server. So, be prepared for your software being laggy, slow, too much complicated and disconnecting at least 5-10 times per day. This will be on your nerve if you are a professional call centre agent and you know what I'm talking about. A giant company should spend more on their agent and buy them laptops or stand-alone PCs that are far faster and snappy; rather than being stingy and giving thin clients.
- They use an authentication app or your personal cell phone to log you in each time. After each disconnection, you would have to use it to log in. So expect 5-10 times per day to use it! If anything happens to your personal cell phone or you delete the app, it takes 1 day for them to re-install and you'll u
Prosperks and discounts
ConsUnorganized - Unreliable and old equipment and software, Unfair and unclear job description, No work-pay balance, No set shift
Executive Assistant to Vice President | Toronto, ON | Jan 24, 2020
Toxic Working Environment, Beware!
It has been very sad to watch over the years the company fall apart after the death of an incredible innovative mind of Ted Rogers. It was such a great motivating place to work for decades, and in the past 6 years it has been completely going down hill. They still speak of employees being part of the Rogers Family, but those are no longer the values. Employees are being let go daily, no announcements are made, no one knows what is going on. The management and above level that are being hired are mostly employees on contract from 1-3 years, friend of friends of the executives that are coming in to make changes but none of the changes are positive. They come from overseas and do not put down permanent roots, they invest nothing in the country or the employees, since they don't plan to stay long term, they don't care at all. Rogers no longer feels Canadian or cares for its employees. I have seen my entire department get laid off in less than a year of incredibly intelligent hard working people, people that made huge positive advancements for the company and tons of money for the shareholders. They are replaced with bullies instead. The environment has become so stressful and toxic its heartbreaking. Everyone is on edge, not knowing when their time is next, in fear of loosing their job, overworked and over stressed. Money wasted by upper management, protocols and procedures no longer being followed. Services have been deteriorating in the past year, and yet they give thems
Prosnone that I can think of
ConsToxic environment, overworked employees, upper management all bullies with no fresh ideas.
If I filled out this survey about a year or two ago, I would have said my role has challenges but nothing unmanageable. Most of my 10 years working here I've had a range of tolerable to enjoyable experiences with great achievable stats.
This year, I and many co-workers have had our mental health negatively impacted to the point of filing claims for short term disability with the company or WorkBC.
The training period is unbelievably short.
The support after training period is over requires a lot of patience. Sometimes there are up to 17 people ahead of you with questions! And when you get someone it's likely they know less than you or aren't great at understanding your pain points cause They are juggling too many people.
Speaking of juggling way too many people, the value of coaching and conversations with management has been drastically reduced cause THEY have too many people on their teams.
It's almost impossible to feel confident in our suggestions or problem solving.
No wonder customers say that they get different answers from everyone they talk to.
I started to get suspicious of the CEO when a lot of the process improvement teams were disbanded. Even major call drivers aren't addressed in a timely let alone sometimes successful manner.
We have a revolving door of managers and senior managers. Other changes the business requests of us are done abruptly when they could be done in stages.
I feel like the business keeps adding expectations to our to do lis
Customer Service Representative | Lagos | Jan 18, 2020
If you can handle a huge ammount of daily stress and pressure the money is good
After many years of doing customer service throught different channels and locations, this was my first as a call center representative. Ok, the actual training period is extended and well structured but very sugar cotted. In the last year i have witnessed a lot variations in the service levels and seems like they ended up closing to many offices or third-party or initiating too many drastic changes to their policies and products, and right now the lines are so busy and full that once a person gets to a representative, he is already pissed. The job is already stressful as it is as you are handling calls back to back from the start of your shift up till the last second, there is not a single second you are not doing something company related. Yes, you have breaks but i will be honnest considering the ammount of floors/doors/stairs/ elevators and constant renovations and construction, your 15 break get sucked by just trying to get out of the building to get a coffee or just get a minute of fresh air. As of the work itself, without disclosing too much, it's not an easy call center duty, the customers are super whinny and asking for more, not a surprise since the North American service providers base their products mostly on competition, and customers end up following this gimmick "oh they have $ less than you, they have this, this and this, i am a loyal customer, what can you do for me" and most of the time, there is nothing you can do due to the huge ammount of restriction on o
Questions and answers about Rogers Communications
How often do you get a raise at Rogers Communications?
Asked Nov 12, 2022
Answered Aug 8, 2023
Twice a year if you meet performance goals
Answered Aug 6, 2023
What is the promotion process like at Rogers Communications?
Asked Nov 12, 2022
Answered Sep 29, 2023
Only if you have connections
Answered Sep 26, 2023
What benefits does Rogers Communications offer?
Asked Nov 13, 2018
Good benefits, RRSP, insurance, stocks
Answered Sep 28, 2023
Answered Sep 2, 2023
How often do raises occur at Rogers Communications?
Asked Jan 15, 2019
Once a yeae
Answered Sep 29, 2023
Twice a year but raises have been a joke under Staffierri. Not even close to touch current Inflation, bonuses are also impossible now due to manipulated statistics or delusional expectations. The culture is predatory since new ceo took over
Answered Sep 22, 2023
What should you wear to an interview at Rogers Communications?
Asked Mar 29, 2017
Answered Feb 10, 2019
Although working here there is no dress code you want to dress to impress. So wouldn’t recommend jeans or anything causal. Ladies, dress pants and a dress shirt or cardigan/blazer. Men, dress pants and a dress shirt with a tie.