One of the worst experiences in my career to date!!!! - Customer Care Representative Article Employee Review

Thank you for taking the time to share your experience. Our goal is that every aspect of the team experience, including onboarding and training, is remarkable and we’re sorry to hear that you didn’t have a positive experience during your time with us. Customer care is an important part of our customer experience. COVID-19 has challenged us as an organization to adapt to the new reality while maintaining our commitment to our customers. In an effort to keep employees healthy and safe, most of our team at HQ have moved to remote work. At the beginning of our switch to remote work, our team had to create new training procedures to ensure Customer Care team members would still receive a high-quality training curriculum, facilitated by our Customer Care Team Trainer via video conference. By doing that, it unfortunately meant that we were no longer able to offer in-person training sessions and had to move to fully remote sessions and frequent one on one video discussions with team members to compensate. Our team prides itself on being open with each other and providing honest, direct feedback. During the training period, feedback about performance is always given one on one to ensure there can be a two-way dialogue. Team-wide Slack channels are used to communicate break times, and Q&A regarding procedures, product information, etc. We take feedback seriously and encourage you to email us at hr@article.com with any further thoughts — feedback from employees is necessary and encouraged in order to improve future training curriculums. Regards, Sonia HR Manager