Pros
Please be advised that the Diamond Bar location is closing so take this review with a grain of salt. I tried to focus on the role itself since that will remain valid. Great learning environment with five weeks of training to ease you into a your role. Starts with learning the industry, then you begin to take calls with a mentor guiding you along. When you hit the floor there are walking mentors still available to assist. Finally when you join your team they place you next to an experienced team member. Team leaders, mentors, and coworkers were always eager to help. Metrics are displayed for everyone to see which helped with transparency and to see where you stood compared to peers. Great benefits and pay if you were going to school or had no higher education. You did get to pick your time shift since they have shifts starting as early as 6am and as late as 11am. Dress code was casual which was a plus. Also, every Saturday was optional OT up to 12 hours which was great if you wanted to earn some extra income.
Cons
This position is not for everyone since at its core it is a call center job and comes with those expectations. Everything is timed from the minute you clock in until the minute you leave. Calls are recorded and reviewed at random. Some of the metrics felt unattainable. You did have to decide between making the number or offering excellent customer service. Even though they tell you to disregard the number they will comment on it later. During major storms calls came in back to back with little time to reset. Since this is also customer service you do have to deal with angry, desperate and sad people and often had to deliver bad news. I would say like 90% of calls were uneventful, but those 10% put you through the ringer. I left primarily due to the monotony of the job. Even though every call was different, everyday was the same. You did get a sense of a knowledge ceiling. Seasoned mentors only had a year or two under their belts and it was all it took to know the role inside and out. There is room for growth but only if you are mobile since they are focusing on relocating to cheaper areas. Also there is a major push to digitize as much as possible, but that true for all the big insurance companies.