The loss of Customer Service - Retention Representative Optimum Employee Review

Working at Optimum in retention was one of the hardest and most draining jobs I’ve ever had. The role was designed around keeping customers at all costs—without lowering their bills. Training encouraged practices that felt dishonest, like stretching the truth, hanging up, transferring calls overseas, or giving out questionable incentives. The worst part was that even if you did save a customer, you could still lose your commission if they called back in later. That meant the effort to genuinely help people often ended up costing you money. The work environment was extremely stressful. Every single day involved customers yelling, cursing, crying, or even threatening me. I had people tell me I’d be the reason they would hurt themselves, and others threatened lawsuits. It was constant, and the mental fatigue was overwhelming. Schedules were long and irregular—nights, weekends, and far from a normal 9–5. Even though the job was remote, we weren’t compensated for electricity or other expenses. Breaks were cut short, commissions were often reduced or withheld, and the culture rewarded dishonesty over genuine customer service. While some people may be able to thrive in a high-pressure sales environment, this is not a role I’d recommend for anyone seeking stability, fair pay, or mental well-being. The stress, manipulation, and unfair pay practices simply aren’t worth it.