Manheim Customer Care "High on Demands, Low on Power and Respect"
Pros
Pros: Free lunches, access to two on site gyms, weight gain. Every now and then, games were played for gift cards but that usually happens when several calls are holding and you can hardly participate as they cause a commotion while you're on the phone.
Cons
Management, lack of accountability, high turnover, biased recognition, exceedingly stressful environment, food from other departments given to coordinators like dog scraps. Micromanagement, lack of consistency. Management has no clue on what they're doing. They act as if the policies of the department do not apply to them. Current management was brought in from CBeyond... enough said. Nepotism is as high as the turnover rate. I've seen former security guards work on our department and quit within 90 days. At least 20 coordinators have quit within the last two years. Think about that. When you first arrive, you're greeted with snacks and cupcakes and an exuberant celebration fit for an 8 year old. You're told of how great it is. Once the flashing lights, glitter and gimmicks fade, that's when you see the reality. You don't advance based on your knowledge and how you can actually improve the department, but of how much brown-nosing is done. Even if you're a level 1 coordinator, you're given the expectations of a level 3 coordinator. Should you need help, good luck finding support or management. I had to consult a former coworker that had to take time off of the phone to help me..... she was later reprimanded for spending more time helping others than "getting customers off the phone". They don't care on whether you ACTUALLY fix the issue and take time that it was done right the first time. It's all about numbers, following an unofficial script and getting people off of the phones as soon as possible to get rid of the next caller and the next caller. You can't be passionate and thorough about your work and how far you can help the customer. If plan A is a fail, then you have to pass the issue to another department which can take awhile for the customer to get a response..... IF they don't call back 5-10 times before someone reaches out to them by that point. Each time that they call back, that goes against YOU as you didn't resolve the issue. How can you solve it when your questioned on spending more than 10 minutes on helping them? The expectations are ridiculous! Within an 18 month span, at least 5 coworkers were hauled off by EMS due to stress-related issues. Even if you're seeking medical attention on your own for a current condition, no accommodations are made to make it easier for you to be available. If you know anyone that works at the company, ask about the 4th floor. The metrics are a different animal. The calls are non-stop, as in 15+ calls holding consistently through the day, nonstop. The issues that you'd deal with are accounting and technical issues. Little information/training is given to show you how to efficiently handle the issues and management is never available unless you'rebeing reprimanded. Due to the nature of the business, dealers are constantly complaining to you for things that are completely out of your control, no matter how politely you try to tell them. It's usually the fault of the auction, but coordinators always get the brunt of the customer's attitude. Just about every day, the websites are down or the mobile applications are down and they take that it on you. Constant. Verbal. Abuse. It's not healthy. If you enjoy "typical" call center life, you may be fine here. However, if you can find something better, do yourself a favor and stay away.