Rogers Plus

I worked at a Rogers Plus retail location for eight years and it was extremely stressful. We were not properly trained how to use the systems or go through a contract, our interactions with customers were micro-managed in order to sniff out sales opportunities, and the culture of the store was horrendous. 

None of us enjoyed our job, management would guilt trip you relentlessly for calling in sick or not covering a shift, tried to institute an on-call sheet for employees on their days off (for part time employees!), and was not supportive in the least for any issue with the company/HR/benefits etc. 

Every person I worked with had worked there for over five years and only one of us is still with the company; their management is untrained and disorganized, promotions and special favours are granted by area management to the managers they are Facebook friends with (I'm not kidding), and upper management can fabricate seemingly endless sick leave for a well-liked manager who publicly posts about going to fitness competitions despite being on leave. 

Since I left all I've heard is horror stories of the disorganization and horrible management that were already prevalent when I left. If you don't care about your job and would consider yourself solely a sales person you should be fine, but if you care about other elements of your work (like customer service) you will be unhappy here.

The friendly staff and incredible manager were the only highlights of this particular job. What job? Well, a customer service rep at a Rogers Plus: that job. The hours were alright, and there were always shifts available, as well as people able to cover, however why anybody would volunteer to take more hours is beyond me. The customer base is often rude and needy, and the company limited our in store power to help fix problems. Often times we would give the only option available to us: Call the customer support line. But, wait, isn't that our job, to help the people we can see face to face? Clearly not. On top of the limitations presented to use, we were also meant to complete little programs called fast-track to teach us about the every changing technology we had to sell. In theory it was great, but in practice, not so much. If we didn't complete them during our shifts, we had to complete them at home - for no extra pay. All in all, the experience was saved by the staff and management, who was always willing to talk out any problems and resolve the issues that the other staff had. But the rest of the job was tedious, redundant, and over-all, boring... And the pay wasn't all that good either.

Atypical day of work would start with updates about any new products or promotion to help assist our sales. Then before opening hours, follow ups on customer service cases that we created to fix any problems or issues, regarding billing,installation,promotion and upgrades. 
After opening hours, main focus was to get help with customers needs and hit the monthly target. Customers starts coming in, I do sales and up sales, I helped customers resolving problems that they cant solve over the phone or assist them to find the right department to help with the issue.
I was always top sales in my store, and won many rewards from the company. 
Management changed a lot within the 5 years i worked there. That was the hardest part of the job, adjusting to different styles of management, but i managed to stay on top of my job and helped new management and new co-workers.
With my co-workers we were a very good team, i shared all my sales and customer service skills with them. 
Best part of the job is helping customers and always making them leave satisfied and all their needs and problems solved, and achieving very good sales numbers over all.

While working for Rogers, I would sign up clients for wireless, cable, smart home, and internet services, help customers maintain their accounts by offering them a few different payment methods and organize and maintain the electronics inventory.

I learned a lot about the many different services Rogers offers to their customers and how all the different contracts and agreements work to suit each customers' needs. 

Management was always helpful if I had any questions about how the setup for different services work because things were always changing from week-to-week and the user interface was very intimidating at first glance. 

Trying to remember all the different services and special bundles offered by Rogers was difficult and I had to keep a little notebook for reference.

Sitting down with each customer to get to know them in order to find a plan that best suits their needs was the most enjoyable part of this job. The satisfied looks on their faces was priceless.

Your typical day managing would consist of setting up daily targets and ensuring there is inventory for all available products and update sales numbers, paperwork and financials for previous days.  Once the store is open performing on the spot coaching is key and to deal with customer issues.  Regularly I would have to go through resume's to establish candidates for customer service reps.  

I learned that i have a tremendous skill when it comes to dealing with people and have a great social aspect to business and knowledge of how to deal with difficult situations.  I have a strong motivation to be competitive and successful but do not enjoy when the company was not open to 2 way communication or creativity.

Managers are micromanaged by set daily tasks that must be produced with visible progression.  All managers must do same daily procedures, same training tasks and 0 flexibility on your position

Rogers was an amazing company to work for. Very caring staff and great training plans. 

A typical day at work included, interacting with all different kinds of customers. Using POS Systems to make debit, credit and cheque  payments, as well as check for movie availability and process new cell phone plans into the system.
During my time at Rogers, I learned how to use a different POS system that I wasn't used to and how the to process new cell phone plans.
In my opinion the toughest and most enjoyable part of the job was having to cope with angry and rude customers, because although this wasn't easy, at the end of the encounter the customer left with a smile and the problems solved to the best of the company's ability and that made me fell great knowing i did everything I could for them.

I loved working for Rogers, I was sad to find out that the store had to be closed down. I enjoyed interacting with guests everyday working with them in person. Whether it was for picking out the perfect movie for a family movie night or selling a customer her first cellphone. I was always thrilled to work here and be so excited to help everyone in the store with the best of my ability. My favourite part about it was it felt like home, I loved all of my co-workers. Being there I was comfortable and I worked very well with all of the staff. The hardest part of the job was the difficult situations that I had to overcome at times. Some of the wireless customers would come into the store screaming and yelling and it was difficult to deal with situations, but it was always an exciting experience.

Benefits are good, especially based on the fact they offer them to part-time employees. 

The pay is not great by any means and they tend to lower commission. They raise the price of services yet they increase the targets.

Management is a joke. How many managers and distract managers I have seen fired within my 4 years is shocking.

Hardest part, depending on location, is dealing with the customers. Rogers has instilled into customer's heads that the more they yell and complain the more discounts they get. Having to deal with that everyday and be quite draining.
Also the HUGE disconnect and misinformation between the departments, and the lack of notice of policy changes.

A typical day at work will be constant learning and dealing with different type of customers and unique situations while providing excellent customer service. 

the hardest part of my job is that i haven't been trained on some of the systems that rogers does use.  That does limit me to my abilities which makes me have to call into the call center and deal with the wait period making me serve customers at slower rate.

The most enjoyable part of my job is my co-workers and management. I work wish a great staff at rogers, which makes me want and push to work more. I also really enjoy learning about the company.  

Over all a great company to work for with lots of incentive and motivation to sell. Most days would consist of technical support for consumers with opportunity to sell. Definitely worked at a slow location so it wasn't ever to crazy and had to take advantages of all opportunities. The best part of working there was the team, even the managers were kind and only wanted to help you improve. 

Unfortunately my experience ended very poorly with company, my manger and assistant manger where both promoted to a new location. The replacement store manger was a poor manager and a rude individual which led to me leaving the company.

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