A once great company that is now a disappointment to the industry. - Customer Service DRB Employee Review

1.0
May 15, 2020
Recommend
CEO approval
Business Outlook

Pros

All of the pros have been reduced to nothing to benefit their bottom line.

Cons

Most positive aspects of the job were cut due to the overly prideful leadership who would rather let go of a large amount of the staff instead of taking a loan out to allow them to continue operating at a normal capacity. The company suffers along with their customer's level of service. They cut salaries almost across the board, laid off many, furloughed many more, and tried to spin this as a positive. They also used to advertise above average benefits to compensate for the mediocre, at best, salaries, but cut those to be absolutely abysmal and tried to make the sound as if it benefitted the employees when it was obviously to benefit their bottom line only. I would not recommend this company anymore, especially with them encouraging employees to astroturf their reviews with positives when there are no remaining pros.

Explore other reviews about DRB

5.0
Oct 17, 2025
Recommend
CEO approval
Business Outlook

Pros

great management and great PTO

Cons

Call volume can get a bit overwhelming

4.0
Jun 15, 2026
Recommend
CEO approval
Business Outlook

Pros

Great entry point into tech and a good place to develop technical troubleshooting and customer service skills. Benefits were relatively affordable compared to other companies I've worked for. Opportunities to work with multiple departments and gain exposure to different areas of the business. Ability to build relationships with customers and develop professional networking opportunities. Worked with many great coworkers who made the day-to-day experience enjoyable. Overtime opportunities were generally available for those who wanted them. Work from home opportunities.

Cons

Career paths to move up and out of the call center were definitely becoming more limited towards the end of my time there. When starting out, you quickly learn through trial and error who is willing to help you grow and who would rather make you feel bad for asking questions. There were some great supervisors to work with, but management quality could vary quite a bit. If one of the less helpful supervisors was the person you needed assistance from that day, you knew it was probably going to be a long shift. Communication between departments could be improved. Issues were sometimes transferred from higher up departments without sufficient ownership, creating additional work and frustration for frontline employees. Senior leadership seemed more focused on call metrics than the quality and complexity of troubleshooting required to resolve customer issues effectively. The overall work environment has gradually shifted toward a more corporate culture over time, compared to when I first started.

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