SueAnn Tortolano started as a call-center representative for Cox Communications a decade ago and has moved up the ladder through various positions to the point where she is now a sales-support supervisor. Her career path is not an unusual one, she said.
“Whether you start out as a customer service rep or in the field as a technician, everyone has the same opportunities to grow,” said Tortolano.
Cox’s Vice President of Human Resources Kathy Gillis confirms Tortolano’s impression and credits the company’s training programs as one key reason that it retains good employees.
For instance, the company holds online classes, as well as classes on site, during which employees can learn new skills during the workday.
“We encourage people to move not only upwards, but laterally, by presenting opportunities in all directions,” Gillis said.
Gillis, who came to Cox last year with 20 years of experience at different companies, said the benefits are the best she has seen, as are the turnover rates.
Cox offers both a 401(k) and a fully funded pension plan; it covers 98 percent of medical insurance costs, so employees pay only $58 per year, or $2.23 per biweekly paycheck, for their own medical coverage. Cox also pays 100 percent of the cost of short-term disability coverage beyond state-mandated Temporary Disability Insurance.
As important as great benefits are, having a positive working environment and supportive co-workers make a tremendous impact on employee satisfaction.
For instance, when Tortolano was diagnosed with breast cancer in September 2007 and started chemotherapy, Cox was preparing to transition to a different insurance provider.
“My [vice president] knew about my diagnosis and worked with human resources to make sure my treatments wouldn’t be impacted by any changes,” Tortolano said.
Tortolano just finished her third round of chemotherapy and took about a week off during each round. Both in and out of work, her co-workers and managers offered constant support and kindness, she said.
“I came into work after losing all of my hair, with no wig, and everyone was just supportive of me; they’d stop me in the hall and ask me how I feel, ask me if I need anything. People would call me at home to see how I was,” Tortolano said. “I have gotten so much love, respect and caring.”
The camaraderie at Cox can be seen in the halls, in the lunchroom and outside of work, where many employees take part in social events and charity events sponsored by Cox, Gillis said.
Since 2005, more than $435,000 in cash and in-kind donations have been made throughout Rhode Island and Connecticut in the names of Cox employees. Every October, Cox employees partner with Boys & Girls Clubs of America for a day of service at local clubhouses, called “Cox Connects Day.”
Employees “give of their time to the community, and that type of work translates into good customer service skills, which is clear from customer service reviews we receive,” Gillis said. •
