Worst position to be a part of - Traveler Support Associate CLC Lodging Employee Review

Now cons, there are a lot of them. It used to be a good job, but since the merge happened with CLS everything there became more business orientated. What I mean by that is, before the merge happened, CLC and the reps cared about the customers, and we did what we could to help. The call center we received the calls and had departments to make the bookings and we could work on them ourselves. After the merge, we were strictly inbound. We were not allowed to help the customers out. CLS handled the bookings, but I don’t know what kind of training they get over there in Lexington, that they cannot keep up with reservations and we constantly receive the backlash of their mistakes. There are rules set in place that these people do not follow and we receive the backlash. Also I worked 3rd shift, good luck dealing with escalated calls since there’s almost never a lead or a supervisor around. And to top it all of we don’t have access to customer accounts, which I completely understand personal information and all that, but the majority of the calls received during the night are due to customers cards being declined because the credit card on file has issues, and we cannot do anything about after hours and on the weekends.