Now to the bad. There seems to be very little upward mobility for long time employees. There are a lot of recent changes occurring with the merging of Ferguson and not all of it is good. The showroom employees are not on the same page as we are on how certain returns work and that causes a lot of confusion and discord with the customers which those of us on the phones have to deal with. There is plenty of lateral movement but that would require having to go to a whole new manager and start over learning their way of doing things. The same expectations are not across the board in all departments as far as responding in a timely manor to direct messages or even responding at all. CE is the low man on the totem pole and made to feel that way with the daily operations and not given the same respect as others in the company. The shift bid process is arcane and should be based off of seniority not KPI. All of the calls do not require “qualifying”. We have to deal with a lot of rude entitled customers when telling them no to something just to pass them over to OOTP and they get their way anyway 9 out of 10 times. And most importantly they changed over the phone system and Genesys is awful. Multiple dropped calls daily and zero visibility for our daily adherence to make sure we are on track to stay within our 85% required schedule. I am very good at my job I used to enjoy being able to fix the complex issues I come in contact with daily and now it follows me to bed worrying what’s coming next.
