Continuum GBL - Verizon Tech Support
Pros
7 week paid training course with instructor! Verizon puts together most of the course material and is very diligent in making sure their Tech Support reps are trained to handle every situation, or that they can efficiently search the system for the appropriate course of action. They teach how to use confident language and good energy buzz words to make the customer feel warm and fuzzy about their interaction with you. Tech reps have acess to well-curated resources in the system to answer all questions and solve every customer problem. The resources are always there & help to add that edge of confidence for the customer that they're receiving the correct answer or solution. Verizon conducts paid continuing education courses, including new programs or features, advances in technology, and some HR-type internal courses. Potential to earn up to $19 an hour!
Cons
The potential to earn up to $4 more an hour becomes an almost elusive goal, as it begins after the 7 weeks in training and 4 weeks in Transition "T" Bay, then paid at the end of the quarter that you fully participated in. The bonus is based on a Scorecard of performance metrics that determines your "score" percentage indicating how close to the bonus you are or if you have exceeded the goal to get an additional $.25 per hour up to $4 per hour. The metrics are based on net value per hour (driven up by adding paid features or plans to a customer's account in an attempt to add value to their service), average call time (they train you to spend any reasonable amount of time fixing all of the customer's problems/questions so they dont have to call back, which ends up driving up the call time), customer satisfaction (fairly easy to keep this metric high from satisfied customers, although can be affected by dissatisfied customers who didnt like the solution from Verizon), and overall productivity (do your notes during and on the call or after call time adds up to drive down productivity). All in all, not an unfair bonus program! Just expect to earn $15 an hour for 5 months and until you ace the sales and efficiency factors.
