Voice Repair / Customer Solutions Specialist - Anonymous employee Birch Communications Employee Review

Alright, lets begin this rather long list. So, I have been with Birch for a little under a year now and was trained in voice repair. During this time, I have survived 3 lay offs that always came out of no where and with no explanation. With this third layoff, we are insanely low on representatives which has our call volumes and hold times sky rocketing but the higher ups don't seem too concerned with that for some reason. Birch doesn't care to listen to its employees on what would improve their company when many of us front line reps know what would make the customer experience more smooth. We may be underlings, but you should at least listen before disregarding our thoughts. They simply do not listen to their employees, nor do they actually care about the,. They could care less at the amount of stress they are putting on us by cutting staff and acting as if the call volumes are our fault. Another issue with Birch is that they constantly make changes that seems to never be for the better. They recently implemented a change where they want all reps to do everything, WITHOUT training. So a billing rep is now expected to take and troubleshoot repair calls along side customer care, data and billing calls. With no real training. We were call thrown in on a whim. Another thing that is awful is that they kept a terrible manager who was constantly being coached for yelling at his team and being extremely rude to them. He has made a couple of our reps cry because of this behavior and would write them up for being 2 seconds late coming back from break. I legitimately mean 2 seconds. He was finally let go with this last round of lay offs. If you can avoid it, DO NOT WORK HERE. Also to add, billing and CC reps are paid less than repair reps, and they will not increase the pay for reps who are now doing all the work. That is insane and unfair.