retail sales associate

customer service representative

représentant commercial

sales representative

customer solutions specialist

Eastlink

Customer Care Call Center -

I was there for a long time before moving on and it I saw it go from a great place with ample staffing and management go to an over worked understaffed mismanaged mess.

used to be a great place to work where you would take overtime voluntarily because you enjoyed your job. The start of the decline was when they changed the commission structure to make it near impossible to make a decent commission other then the top few people that sold very well. this move made the new system impossible to track if they were actually giving you the money you earned or not. once this took place they start loosing a lot of staff because of loss of commission that can be substantial. they started adding new computer software that made working efficiently impossible. this made metrics harder to meet making it even harder to make commission and again loosing money. then they started a system of angering their customers that would blow back on the customer service with long hold times, ques that never ended and being berated by customers for 8 hours a day. once that started to blow over they would release something new that would upset customers and starting the cycle all over again. 

Some of the team managers were great others were not up to par at all. upper management never seemed to understand some of the issues we were having and never tried to make changes to help, if anything the opposite. 

it's unfortunate because they offer great pay, good benefits and used to be a joy to go to work and no its just the pay and benefits. That can be fine for some but others wont be able to take the pressure.

It might have changed since working there but from what I hear from friends that still do it is worse then before and no signs of getting any better.

What is the best part of working at the company?
The role provided stability and a consistent workload. There were also opportunities to pursue additional training and education, which is a positive for those looking to build experience.
The company does provide opportunities for paid training and education if you navigate the internal processes correctly. It offers solid foundational experience and exposure to corporate systems and workflows.

What is the most stressful part about working at the company?
The most challenging aspect was feeling like your voice did not matter. Feedback and ideas often felt overlooked, which made it difficult to stay engaged over time. Combined with below-market compensation and limited recognition for loyalty, this was a consistent frustration.
Management is quite centralized, with decision-making flowing from the top down. Even in more senior roles, there is limited autonomy, which can make it difficult to take initiative or feel ownership over your work.


What is the work environment and culture like at the company?
The company presents itself as innovative, but internally operates in a very traditional way. Many of the business practices, structures, and systems feel outdated. The office environment is made up of tightly packed cubicles, and there appears to be little emphasis on flexible or hybrid work, which affects overall morale.

What is a typical day like for you at the company?
A typical day involved working through assigned tasks, attending meetings, and following established processes. Work was fairly structured, with limited flexibility in how tasks were approached due to multiple layers of approval.

Worst place to work. The upper management doesn’t know what is happening with their front line agents.  Managers act like they are the CEO of the company and not helpful at all. In office, they have the worst culture possible. They are only comfortable with their own community. Managers from different department also act weird and treat front line agent so badly as if they are someone superior and front liners are doing a third grade job. They don’t provide basic things at office (like cutlery, coffee, sugar). They can’t even provide parking space at site and force people to do work from office when they can’t provide basic needs for office environment. They charge money for holiday dinner. If a company can’t take their employees to a holiday dinner they shouldn’t host one but in Eastlink this is so funny that they charge per person for Holiday dinner. HR doesn’t know what they are doing in this company. HR doesn’t help at all when there is a help needed from them. HR imposes unnecessary rules and will make you feel you are someone who is not adding any value to this company and will create a situation and force you to leave by your own. There is no growth when you are inside the company. They are hiring from outside (people from their own community and their known ones even if they don’t have experience) but never ever give any promotion even if you are eligible which is really unprofessional. They are not transparent to their customers and always find ways to hide the exact information and that causes bad behaviour from the customers and the upper management doesn’t care if customers behave bad for their imposed rules.

Eastlink's call centre used to be (3+ years ago) focused on customer service first and sales second which made them loved by customers and set them apart from the competition. They still care about quality customer service but all you hear about is making sales and your numbers. Most of their top sales agents move on to other companies to make more money for multiple reasons. Every time they make a commission change they make it harder for you to make money and every time you'll hear "we did this to help you make more money" which was never the case as they would always make the metrics harder to hit. If you're good at sales you'll be loved, if you're not, they're looking forward for you to give them a reason to let you go.The benefits package is pretty good. If you're good at sales you can make  $16-$22 an hour. Starting wage is above $13 The scheduling is incredibly frustrating as one week you could start at 8am and the next at 1pm, very hard on the body. If you need a job it can hold you over for a bit until you find something better like a bank call centre. Essentially, what happens is almost everyone who starts there, likes it at first then slowly over time sees how dysfunctional and unhappy and frustrated so many coworkers are with management. Corporate is across the city and never comes to talk with us, the agents who know their customers better than anyone. It's a shame because Eastlink could be dominating but they're insistent on doing the same thing over and over and over again.

I worked at Eastlink for around 8 months till I had to leave for health reasons (leave, not let go). In my time there, my colleagues were extraordinarily friendly and supportive, and our supervisors were just plain and simple, excellent. They would go out of their way to help you, and was always supportive of me regarding, and despite of, my health issues as I have epilepsy. They were never too strict about my early leaves or health related absences, though you do have to make up for it at work (which is normal). 

They pay was reasonable, as I was and am, a student, it was enough to pay my rent and still have enough left on; however, it might not be enough if you were raising a family or had numerous financial obligations to meet. 

There is also bonus for sales figures, but that is upto the individual and how aggressive they are in their sales approach.

There is decent advancement for agents to rise in the ranks, as several higher up agents have done precisely that.

The technology used to accommodate the work changes often, so its a chore to read up on all the changes on a regular basis and can be quite monotonous, but its doable. 

I would add that if talking for hours and hours on end isn't your thing (as it wasn't mine, thanks introversion!), then this line of work can get very tiring, very fast. Thats all, really.

Overall, this place gets a 5* from me, due to the relaxed pace of work, excellent support from supervisors and excellent teammates.

If you're in a dept that's not sales, marketing, or cust service, they have no problem letting you know that you're worthless.  Ask for $20/per person to have a team building event for an evening?  Nope.  One week later, fly in every marketing person from across the country for a week long team building events, including paid lunches each day, scavenger hunts around the city, and nightly gatherings?  Sure!

The double standards there is ridiculous.  And if they like you, you'll get promoted.  It doesn't matter if you're qualified for the position, you'll still move up quickly.  It's all about popularity and being part of the clique.  Overworked, under paid, under appreciated. Came in early and worked through lunches for weeks at a time while the work load kept piling up.  When we asked to hire someone else to lighten our load, we were told "We can't do that because if the work load suddenly decreases (after a year, it didn't.  It only increased) they'd have to start laying people off.  Nevermind that the company bought 3 other companies in that same year, Nearly doubling our work load, then finally hiring ONE more person.  Don't care about mental health.  Don't care about employee satisfactions.  They only care about the bottom line.  

Increasing prices but not passing it on to employees.  I guess jet fuel is expensive when the execs fly back and forth to their Hawaiian compound multiple times each year.

A typical day consists of taking incoming calls from both internal and external customers, responding to inquiries about products, service and pricing, answering billing questions and making necessary adjustments to accounts, entering workorders for service connection into the computer system, processing account payments, resolving customer issues. The job requires working within a team environment and being supportive of other team members, as well as taking individual responsibility for responding to each customer's needs. Building good rapport with co-workers is important. The hardest part of the job is sometimes being unable to resolve the customer's issue to their satisfaction. The most enjoyable part of the job is meeting many different types of people on the phone.

A daily part of my responsibilities was to talk to technicians in the field and provide them with internal support with modems and telephone, as well as to liaison between the customers needs and the sales staff.
During my tenure with Eastlink I learned to refine my communication skills, as well as hone my technical abilities with our office tools, and how to be an effective part of the team.

Between my manager and co-workers, we were able to streamline our installation process, providing our customers with a fast and reliable service.

At times it was difficult to juggle numerous projects, with several installers calling in at once, but this was offset by an excellent team I was working with.

The most enjoyable part of the job was the satisfaction that I played an integral role in each installation, and getting to know my co-workers, some of which have become lifetime friends.

A typical day at work, involved coming in, logging into my phone system,and taking inbound calls from internal and external customers,The calls range from billing inquiries,sales consultancy,tailoring products and services to meet the needs of customers based on your conversation with them,It also involves trying to de-escalate situations to promote an overall positive experience for the customer,I learnt how to deal with different people and how to be patient,I also learnt various skills due to the ever changing nature of the system,We had trainings everytime to equip us with new skills and procedures,Co-workers were awesome, and very supportive,The hardest part of the job was the difficult customers and the huge number of changes that affected customers at a go,the call volumes sky rocketed,I enjoyed the positive conversations i had and the games and cool prizes to motivate you

This employer repeatedly and consistently satisfied the Minister of Labour that 'exceptional' circumstances make extra hours necessary, permits specifying the number of hours employees may work "over a limited period" had been granted since 2012 that had been allowed to expire for periods not exceeding 3 months.
Permits haven't been observed to also exempt this employer from the "day of rest" requirement to my knowledge. Applications are regularly made 60 days in advance, and the application for the permit is being posted for employees to see for at least 30 days prior to its proposed effective date. Obtaining a permit does not exempt the employer from the obligation to pay overtime.

Top Job Titles	Average salary
Retail sales associate 41 salaries reported	$17.45 per hour
Customer service representative 3 salaries reported	$17.10 per hour
Représentant commercial 10 salaries reported	$17.75 per hour
Sales representative 4 salaries reported	$18.32 per hour
Customer solutions specialist 5 salaries reported	$42,500 per year

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