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Information for Reps Affected by the Upcoming Involuntary Title Change in The Lubbock Call Center

Posted: April 23, 2014 | Author: | Filed under: News | Leave a comment »

As we have received many questions and concerns from our members regarding the upcoming transition for our current CSE1 employees to CSS work, we are making the following information available. We will have Stewards available on 4/24/2014 in the call center hallway and/or break areas to help address questions and concerns, and your stewards will have access to this information as well.

We continue to work to get answers to the questions that have not been addressed.

I called and spoke with Oklahoma City Local 6016 Mobility VP Mike Gemelli to ask about the transition process at their center. Mike was very positive about the transition, stating that the average raise for their reps was approx $0.70-$0.90/hour, and that the majority of the reps elected to accept the involuntary promotion, with a total of five reps electing to take the severance package instead. He stated that the feedback he’s gotten from members is that tech work is generally more pleasant calls, and does not differ much from CSE 1 work. He stated that there are three new systems that need to be learned but most of the work is done using the tech guide just like it is for CSE 1, and the positive trade off is that you do not field calls about bills. Mike confirmed that the severance package offered in Oklahoma City was by the contract; $700 at 6 months, $700 at 12 months, then $700 per year after that.

– Curtis

The following FAQs were put together by your CWA 6203 Union Stewards:

CSE to CSS Transition FAQ’s

  1. Will affected reps have to wait 6 months from the 5/11 title change to get their next step raise?

  • Yes. This is being handled as laid out in Article 19, Section 1, Paragraph c., which states that after being slotted into the new wage schedule “The time interval to the next step increase on the new wage schedule will be six (6) months. No credit shall be allowed towards the next step increase.” As this is a raise, it is seen as getting your next step raise early, and subsequent raises every six months from the early raise.

  1. Are reps that are currently capped going to receive raises at 6 months as they will no longer be capped?

  • Yes. Reps currently on step 13 will be slotted into step 12 on the new wage schedule, and will receive a step raise in November, at which time they will be capped on the new wage scale.

  1. What exactly will the raise be?

  • This is also covered in Article 19, Section 1, Paragraph c. “When a (voluntary) change of title occurs, and is considered a promotion (higher end wage rate), fifteen ($15.00) dollars will be applied to the employee’s current weekly pay rate. The employee will be then be slotted into the closest current wage rate (not lower provided they are not over the top rate for the job they are moving to) of the new schedule.

  1. What will the severance payment be?

  • Severance is being handled as described in Article 14, section 4, which states that the severance pay will consist of $700 for each 6 months of net credited service in the first year of employment, and and additional $700 for each year thereafter up to a maximum of $16,000.

  1. Deno stated that Oklahoma City reps were offered a larger severance package. Why aren’t we being offered the same?

  • I called Oklahoma City Local 6016 Mobility Vice President Mike Gemelli and asked what the severance package offered was. He stated it was exactly as laid out in the contract, $700 for the first 6 months, and additional $700 at 12, then $700 per year thereafter. He added that five reps opted for the severance.

  1. When will the severance be paid?

  • Deno has stated that the severance will be paid 1-2 pay cycles after the employee leaves the payroll.

  1. Will the severance be taxed?

  • Yes.

  1. If an employee accepts the severance, what happens to their benefits?

  • While we are still awaiting clarification on this important issue, we expect that an employee will no longer be covered by their benefits to the extent allowable by state and federal law effective their day of separation.

  1. When will the call center hours change and when will reprefs take effect?

  • We were told at the town hall meeting to expect the repref and new hours to take effect on 7/1/2014.

  1. When will the training start?

  • The training will begin the week of 5/11/2014 for the first group(s) to receive the training. Deno has committed to the wage increase for all affected employees as of 5/11 regardless of when they actually receive the training. Manager In 60 may begin training before 5/11.

  1. If I accept the severance, will I be eligible for rehire?

  • In a conversation with a CWA Local 6203 Steward on 4/23/2014, Director Deno Hairston affirmed that employees opting to accept a severance will be eligible for rehire after six months of separation. We would caution that eligibility for rehire is not a guarantee that there will be job openings to apply for or that the former employee will be accepted for a position.

The following information is from AT&T and may help answer questions that some of our members have.

Overview

Q 1. Why are we going through this change?

  • Recent changes in the business require additional Tech support and we have reached an agreement with District 6 to upgrade existing CSR1 Reps to CSS Tech Support Reps to support the existing needs of the business.

  • This will improve the customer experience AT&T is streamlining support for our IRU and Consumer Technical/Advanced Support.

  • This improvement allows customers to reach Technical/Advanced Support teams quickly to resolve their issues and increase customer satisfaction.

  • This improvement blends AT&T IRU and Consumer Advanced support teams to provide specialized service based on Operating System such as iOS, Android, Blackberry & General

  • Increases your knowledge to resolve customer issues the first time!

  • Increases your willingness to recommend and success with specialized Advanced Support.

Transition from Customer Service Representative I (CSR I) to Customer Support Spet (CSS)

Q 2. What is the effective date of the change to the CSS title?

  • The CSS job title change will be effective with the payroll cycle start date of May 11th.

Q 3. Is this a promotion?

  • The change from Customer Service Representative 1 (CSR1) position to Customer Support Spet (CSS) position is considered a promotion.

Q 4. Is this a voluntary change?

  • We have made an agreement with the CWA to transition employees in the current CSR I titled work group in Lubbock to the CSS title, in support of the Tech Support queue.

  • Effective May 11th, the CSR1 position will be eliminated in the Lubbock center, as impacted center CSR1’s transition to the CSS title and associated training.

  • We hope you will see the benefit this change will make to our customers who will see improved customer service, as well as for you personally as a great opportunity for you to increase your knowledge and skills and advance your career. We are counting on you to help this center maintain and build on its reputation for putting customers first with Smart, Friendly, Fast service.

Q 5. What are my options if I don’t want to change to a Customer Support Spet (CSS)?

  • Please discuss your concerns with your supervisor and Union Representative to ensure you have all the information you need before making a final decision. If you are not in agreement with the change that is occurring, you have the option to seek and nominate for employment within the company as you desire or take the severance pay provisions of Article 14 section 4. You must let your supervisor know by 4/28, if you are not interested in changing to the CSS title. Effective May 11th, the CSR I position will be eliminated in the Lubbock center, as impacted center CSR I’s transition to the CSS title and associated training.

Pay Scale

Q 6. How will I transition from CSR1 to CSS?

  • Employees moved into the CSS positions will receive a $15 increase and then be slotted into the closest wage step in the CSS wage schedule that is equal to, but not less than, the new weekly wage rate of their former job title provided that that new rate is not greater than the maximum rate for the job. [Note: there is a chart available for visual reference]

Q 7. When is the new rate of pay in effect?

  • The effective date of your new rate of pay is May 11th, coinciding with when you move into the Customer Support Spet role. You will see this new CSS rate of pay on your May 30th dated paycheck.

Q 8. What will I be paid?

  • Please refer to the wage steps outlined in the collective bargaining agreement. The effective date of your transition to the CSS role will be May 11th.

Shift Bids

Q 9. How will seniority work – time in title or time with company?

  • Seniority will be defined in the same manner as you currently understand it, and in accordance with language in the collective bargaining agreement between AT&T and the Communication Workers of America (CWA).

Q 10. When will we get schedules to bid on?

  • Schedules will be made available to bid on by <DATE >. Until then, continue to follow your assigned schedule, as posted. Once schedule bidding has completed, the new schedules will go into place on <DATE >. The entire Lubbock Tech Support team will be integrated as one during the next shift bid. [Note: CWA is awaiting an answer on the specific date at this time]

Q 11. What happens to my already approved scheduled vacation time?

  • Pre-approved and scheduled time off will be honored and will transition with you to the Tech Support team.

Training and Type of Work

Q 12. When will we begin training? Will my hours change as a result of training needs?

  • The training period will last 6 days and we expect to begin training classes on May 12th. Employees will be notified by their supervisor within the next week in regards to when they will be scheduled for training.

  • In addition, if a change in shift must be accommodated during the training period, you will be notified as soon as possible and prior to your scheduled training timeframe.

  • Prior to training, impacted employees will continue taking calls as they have today. Once out of training, impacted employees will begin taking calls in support of the Tech Support queue.

Q 13. What type of work will be handled by the CSS title as compared to the CSR title today?

  • You will be responsible for Tech Support questions in support of customers that call in about more technical type needs, as it relates to their wireless service. You will receive more detailed information during your scheduled training session.

Miscellaneous

Q 14. What will happen with an active level of progressive discipline for performance or COBC?

  • If an employee is on an active level of progressive discipline for performance or COBC, then that discipline will stay active and the employee will need to continue to work his/her way out of discipline.

Q 15. What will happen with active Attendance discipline?

  • Both groups follow the current 8-point Attendance Policy, therefore active Attendance discipline will remain in place, per the criteria set within the 8-point Attendance policy.

We are including the PDF that illustrates where affected employees will be slotted into the new Customer Support Spet Wage Scale.

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