Quantity over quality too often the rule - Customer Service Representative GEICO Employee Review

They hire us for our brains, but then don't expect us to use them. I work long and hard, usually work on my breaks and lunch to keep up with my diary (work that needs to be done on the claims assigned to myself), but because my numbers are too high, I'm stuck in CSR - there is no value placed on the fact that while I may take a little longer to handle a claim, when I'm finished, it is well and truly handled. :) We are ridiculously micro-managed, and the numbers they expect us to hit (and like others have pointed out before, these goals change often, but usually not in any realistic or helpful way) are almost impossible to get to and maintain without something lacking, and, often, that's in the way claims are handled. Somewhat efficiently, but way too fast. I've been with the department a long time (too long!) and cannot tell you how many times I come across claims that haven't been handled correctly, and the most likely culprit is the fact that we are graded on the amount of time it takes to handle our claims - I'd like to know if that's how Tony Nicely, Warren Buffett or George Rogers would want their own personal auto claims handled. When you know your job may be on the line if you don't move quickly (which I have a huge problem with personally, being a fairly responsible and somewhat anal individual :} ), the claim -and ultimately the customers- will suffer. And don't even get me started on ARX - Auto Repair Express. Our 'concierge claims service' similiar to what Progressive hawks - you drop off your damaged vehicle at a repair shop near you, leaving it with the GEICO auto damage adjuster, often getting a rental car, the repairs are done there, and then GEICO guarantees the work while you own the car. A nice idea, that works out really well, but I find it unbelieveably unfair that we are graded not on just offering this service, but whether it's accepted and used, or not! I am not a salesperson - I wasn't hired to do sales, I was hired to handle claims. I have only limited control over whether someone chooses to use this service, and it infuriates me that whether someone wants to pocket the check or use the body shop they've used for decades or their family owns a collision center, even if I offer it and do my very best to sell it - whether the customer declines ARX and/or doesn't ultimately leave their car at the ARX repair facility - helps determine whether I will get a raise, or maybe even keep my job or not! Totally unfair practice.