Jun 29 2006
Replacing Jon?
Member Retention Consultant: AOL LLC
Position Type Full-Time Employee
Company Name AOL LLC
Location Oklahoma City, OK
Salary Unspecified
Date Posted June 14, 2006
Experience 0-1 Years Experience
Desired Education Level High School
AOL LLC
View AOL LLC profile and job listingsNOW HIRING
MEMBER RETENTION SPECIALISTS
$14 per hour + Bonuses!!!!
As a member retention consultant in our casual environment, you will be responsible for managing inbound calls from members who wish to cancel their AOL account. Your goal will be to resell the member their AOL account. Although you will experience a variety of calls every day, including billing related calls, most calls that you will handle in the Member Retention department involve retaining current AOL Members. AOL Retention Consultants identify member needs, educate our members about how AOL is an invaluable part of their lives and resell the member on AOL products and services. You must be able to respond with confidence and enthusiasm in order to effectively retain each member.
APPLY NOW www.CCJOBS.aol.com
Our Benefits
Base Pay + Performance-Based Incentives
Health, Dental, Vision and Life Insurance Starting Day 1
18 Paid Days Off per Year
9 Paid Holidays
401(k) with Generous Company Match
100% Tuition Reimbursement
Casual Dress Code
Fun Work Environment
Free On-Site Employee Fitness Center
On-site Full-Service Cafeteria
2 Free AOL Accounts
State-of-the-Art Facility
Full Paid Training + Many More BenefitsHow to Apply
Apply Online @ www.ccjobs.aol.com
or
Call our toll-free Career Line at 1-877-AOL2DAY
Apply in Person by visiting our Service Center located at NW 23rd & Villa. AOL is located on the North side of Shepherd Mall. Our Recruiting hours are Monday through Thursday from 9:00 am to 5:00 pm, and Fridays from 9:00 am to 2:00 pm.
Send Resumes to JeremyBrown73@aol.com or call Jeremy at 405-782-8169.
AOL is an EOE.
And there you have it.
Thanks to BA for bringing this one to my attention. Anyone want to apply? I think Jeremy Brown might want to talk to you (possibly on tape?) about how great it is to work there (not that I would encourage that sort of thing).
June 29th, 2006 at 2:10 pm
considering jon was out of the AOL ogden call center this isn’t for him - AOL has a 125% turnover rate - in fact 50% of the new hires quit after the first week of training - all the call centers are in a constant state of hiring - the one in utah has billboards everywhere - and have had them up for 3 years because they can’t keep anyone there - even after raising the hourly rate - they need to realize that no matter how much you pay someone to eat sh*t all day they aren’t going to do it long - and the smart ones will quit before they have to start. The only people who are making alot of money there now are those who have been their for 10 years and licked enough balls to get into a management position. YEs there are good employees there and they are able to endure it because they are on teams with good managers - and they are not going to give up that - so the noobs get stuck on bad teams with horrible managers. I think gordon ramsey needs to come in and ream out the management of aol and take them back to earth.
June 29th, 2006 at 2:19 pm
Here Here Bonejob, I worked in the Jax call center and was one that was rudely laid off. The policies and procedures of that company are ridiculus. Jax also had huge billboards up and still do in fact even after the call center was closed. Not only do they have such a high turn over rate, but there was actually a poll done by the insurance company in which 75% of the employees were on some type of anti- medication…anti-anxiety, anti-depression, anti-psychotic. Ive seen more than my share of breakdowns there…and i dont know anyone who worked in OUR specific call center for more than 8 years (unless of course they went corporate), seems when they did the big raise increase, those folks already making the 14 an hour were given a percentage which in turn ended up being a severance package. Pretty soon, folks will be saying AO-who, I already have.
June 29th, 2006 at 2:21 pm
Oh I never shared my experience with AOL - having been a former employee I had my cell phone receiving sports alerts from my work account. I was still getting them and on the cell phone plan i had after leaving aol it charged me for incoming text messages - so i called AOL to have that cancelled. Now normally you can log in on their website or the aol software and change it BUT when you are an employee you can’t do this without something called a ’secure id’ which is a little digital thing that displays a random security number you have to type in - so without having this it is impossible for me do cancel those text messages - their automated voice response thing is so horrible it took me 5 times (i was disconnected 3 times) and finally got through to someone - she was fairly rude making me sound dumb as to why I didn’t go and just do it through the software/website - when i explained the situation and that I am being charged for text messages AOL is sending me that I can’t stop because i no longer have the secure ID and only they can do it - and if they refused they will be reimbursing me for text messages that were charged to me - they finally went in and did it - something that should have taken 5 min took 1 hr and 30 mintues - absolutely assinine and stupid.
June 29th, 2006 at 2:50 pm
hehe, yeah, I never did any of the “extras” they had to offer. I gave my 1+1 account to my family. Im surprised they didnt try to sell you a secure id,they were doing that for a while…lol…funny. The only thing Im grateful for is that they showed me how much I didnt need their service, especially after it wasnt free anymore….:mrgreen:
June 29th, 2006 at 3:53 pm
Ogden Service CenterWelcome to Ogden
Nestled along the Wasatch Front part of the Rocky Mountains and frequented by Butch Cassidy during the 1890s is beautiful Ogden, Utah. Ogden is far enough from the big city to offer all the benefits of country living, yet it’s only a short drive from the metropolis of Salt Lake City. People from around the world travel here to experience our world-class snow ski resorts that offer the “Greatest Snow on Earth.”
Our Service Center
Our Work Environment
Who We Hire
How to Apply
Apply Now
Our Service Center
Our Ogden Service Center is located downtown at 2261 Grant Avenue. Located in the heart of Ogden, we are only minutes from Historic 25th Street, Lindquist Field, the Mormon visitor center and temple, and we’re accessible by public transportation. In 2003, 2004, and 2005 our employees voted the AOL Ogden Service Center the best call center to work for in the entire company! We are focused on recruiting and hiring the best people to become part of our team. The environment is one that you’ll like coming to work in every day. Sure we work hard, but we enjoy work and taking care of our members’ needs. Ogden site employees handle more than 20,000 narrowband retention and feature premium and service calls every day, 24 hours around the clock.
Our Work Environment
Our goal is always to recruit and retain the very best team members for our organization. We offer competitive pay, generous benefits and something less tangible but just as important - an environment in which you’ll like coming to work every day. This is a fun place to be. Sure we work hard, but we also enjoy ourselves. We even have an on-site gym and café ala carte where you can purchase specialty drinks and pastries. We’re only minutes away from several universities, and accessible by public transportation.
Who We Hire
Member Retention Consultants
As a member retention consultant you will be responsible for managing inbound calls from members who wish to cancel their America Online account. Your goal will be to resell the member their AOL account.
Although you will experience a variety of calls every day, including billing related calls, most calls that you will handle in the Member Retention department involve retaining current AOL Members. AOL Retention Consultants identify member needs, educate our members about how AOL is an invaluable part of their lives, and resell the member on AOL products and services. You must be able to respond with confidence and enthusiasm in order to effectively retain each member. This position requires a strong ability to sell and resell AOL by problem solving, rebutting objections, and negotiating with members while providing world-class customer service. Computer skills and knowledge of AOL’s benefits and features are critical to your success at AOL.
How to Apply
Apply online, or call our toll-free Career Line at 1-877-AOL2DAY to begin the application process. You can also apply in person by visiting our Service Center located at 2261 Grant Avenue in Ogden, Monday through Friday, from 8:00 am to 3:00 pm. We are open late every Wednesday until 6:00 pm. To schedule an appointment outside these hours of operation please call the (801) 622-7890
This is where jon worked - if you read the description the only thing he didn’t do was provide a world class member experience - he rebutted and tried to find out why he was leaving -
June 29th, 2006 at 5:28 pm
It is actually very sad to have Americans who must settle for these sort of jobs. I could never perform a job that pushes customers until there is an argument. “You want to cancel? No fuck’n problem”. I feel that corporations treat their employees like cattle; “perform or get the fuck out”. That must be their mission statement. Jon probably was in the probationary period, and felt that he was clinging to the bottom rung. However, there is no excuse to have dealt with a customer in the way Vinny was handled. No ethics in the corporate world.
June 29th, 2006 at 5:29 pm
I am still curious as to how “John” has reacted to all this and what he is doing right now. Anybody heard of him?
June 29th, 2006 at 6:13 pm
I can tell you exactly how “john” feels…he feels pissed off that he was fired for doing what he is required to do. Again, maybe he could have used a little or alot more professionalism, but like Ive said, there is a specific script that has to be followed and they are required to make atleast 3 attempts before cancelling the account and thats a minimal. The problems though is this…years and years and years ago there was a catchy slogan on the internet: “wanna get free time on aol, just call and cancel your account”. People were actually posting it in chat rooms and the calls did come. What the company was trying to accomplish was to show those people who called up that it really was worth keeping…and then it all got out of hand. But the mistake the company made was forcing us to read a stupid script instead of actually educating US on the value of the software so that we could have educated the consumer. Again, Im not defending AOL by any means, Im simply trying to take up for “john”. And as far as feeling sad for the Americans that settle for those types of jobs…I think you deal with things you dont like in ANY job. I personnally stayed there as long as I did for the tuition assistance, the excellent benefits (havent found a company yet to match them) and for the fact that for a long time you could hold your head very high to work at THE largest ISP in the world.
Bottom line, the company is on a downward spiral and innocent folks like “john” are getting sucked down with it. I heard the audio and to be quite honest, that was a typical cancellation call. I sure didnt care if people cancelled their account, but in order to keep my job and great benefits I read the stupid script. I didnt like it, and I may not have been as insistent as “john” but I read the stupid script regardless.
June 29th, 2006 at 6:18 pm
I know that for one he was on a final warning for a similar incident (guess if they gave him a final warning then they must have a tolerance for this type of behavior) - AOL claims zero tolerance - and from what I have noticed is that AOL turns a blind eye to his type of behavior unless it is a very repetitive thing then they can you - but in this case it was more that someone taped it and the cat was out of the bag so the aol corporate had to react with the statement that this was isolated - if it was isolated how come (like vinny says) thousands of people have had the same thing happened. They do tolerate this type of behavior and the only reason they have made changes is that they were compelled to. Such is life - we are all free to choose - and we can choose to do right or be compelled to do what is right - AOL happens to be a company that has the same traits of my friends little brother - that little sh*t wouldn’t do anything unless his dad threatened him with a whooping - AOL is no different - they ride the line and cross it here and there and don’t care because it produces results and makes them money (even if it is unethical) - as for what Jon is doing now? Last I heard he is looking for work (duh) and probably seeking legal counsel - infact I was listening to Leo Laporte’s KFI tech guy show podcast and he said some dude emailed Jon’s phone number so they called him but he denied comment as he has retained a lawyer - and he wouldn’t talk on air. From listening to the call the only thing he did wrong in the eyes of all is that he lost his cool and made a smart comment or two - from everything else as far as the call is/was handled and the ‘call flow’ that is how AOL trains them to do it or atleast did - I am sure they will twostep it and say they don’t train that way anymore but they did at that time. Either aol has thousands of rogue agents causing the same situations over and over or they tolerate it and say they don’t on the surface. Underneath it all AOL is a like a large disgusting nasty boil - and vinny was the pin the popped it - and when it gets squeezed a little bit - a bunch nasty will come out.
June 29th, 2006 at 6:25 pm
When I was there they actually had something called ‘retention buddy’ (they even gave out these stupid a$$ pens with it on there) and it was a program someone wrote that was to take the place of a CSR and what they can offer - so the way it worked was you call in - there is the script and then the CSR is listening to your answers and based on what you say you click on the options - so if it was the price then i click on that and it brings up another script - basically this ‘retention buddy’ software was to be followed to the “T” and you made the offers based on what you clicked which was based on the responses from the customer - it took all the thinking out of the csr and cust relationship - AOL did that because then they could hire ANYONE and they didn’t have to have ANY skills and they could teach them how to click on options - basically if you could ‘read’ the retention buddy options and can click with the mouse - they hired you - so you can’t even progress to the cancellation without clicking on things - so if jon was stuck at one point in the call retention buddy woudln’t let you advance - there are ways to deviate but management strongly discouraged that and would write you up for that by calling it not using the approved aol methods or tools. DUMBHUH!!
June 30th, 2006 at 1:45 am
Sounds to me like AOL was a horrible place to work.
Sounds to me like all of those with an ounce of morals left immediately or got fired.
Sounds to me like the morally corrupt who chose to stay aboard a sinking ship, deserve to go down with it.
June 30th, 2006 at 1:54 am
Hey everyone! Now is the time to cancel your AOL account thanks to our friend Vinny! I had AOL since 1996 and wasn’t worried about the $10 a month it cost for the rare occasion I would need to dial in to get internet connection due to my cable modem being down.
The girl answered the phone and asked two questions and then said, “Alright Meg, I have processed you cancellation. Please hold for your cancellation #.”
Anyway, I called to cancel tonight totally expecting to be on the phone for an hour.
I said, “What??? Is that it???” I guess now is the time to cancel while this is still fresh in their head. Thanks again, Vinny!
PS: Yes, I will be checking my credit card statements just to be sure…
July 1st, 2006 at 5:28 am
You wanna know the reason aol call centers have such high turnover rates? Well, I’ll tell you, anyway. It’s because that job consists of dealing with 30 year old, fat, bald, losers that still live with there parents (i.e. Vincent Ferarri) who have nothing better to do with there unaccomplished lives then to call them(maybe even record it) and provoke them because they know that their job is to retain them. I must say that anyone who has had an aol account for more than six months is probably mentally retarded (i.e. Vincent Ferarri and his dad). Do you have any idea how hard it must be to deal with people that are not only stupid, but also dickheads, for 40 hours a week. Mad props to Vincent Ferarri. In his attempt to stick it to the corporations, he sent the little man to the unemployment line, and got his 15 minutes of fame. It must be rough when you’re life is such a complete waste that you have to put a hard working, blue collar man out of a job in order to bring attention to your waste of a life(and sperm, for that matter).
Yeah, maybe aol is an evil, moneyhungry corporation. But, Vinny, they ain’t any worse than you. At least someone worked hard in order to make their name. You got a name by pushing the record button, however, I know it must have taken a lot of energy for a fat fuck like yourself to do EVEN that.
GET A LIFE, DIPSHIT!!!
July 1st, 2006 at 5:37 am
P.S.
Jon probably should have goten fired, anyway. He was a horrible salesman. If I worked for aol and got that call, I probably could’ve saved that stupid fatass.
July 1st, 2006 at 8:35 pm
You can tell the nature of a man by the way he expresses himself - this moron ‘trendkiller’ only needs to open his mouth to show his character. Atleast Ferrari can change his weight - inborn stupid ass genetics are something trendkiller can’t change.
July 3rd, 2006 at 7:16 am
its amazing what someone will do for attention, whats even mroe amazing is that our country losing lives due to drug use, the prisons are over crowded, and people are sleeping with nothing but a newpaper during the dead of winter. It’s also funny that Vincents screen name still uses AOL instant messenger. With that, i’m done wasting my time and sick of hearing about this.
July 3rd, 2006 at 2:16 pm
AIM sucks anyway - I installed the new version on my computer only to find it putting shortcuts and installing all this other crap - so i uninstalled it - now i use MSN messenger live and trillian for my aim friends - trillian rocks - one program but consolidates all your messengers into ONE!!! AIM YAHOO ETC ETC