Good Starter Job, Not a Finisher Job - Advance Product Support InMotion Hosting Employee Review

Thank you for providing your feedback. We appreciate your contributions during your time with us and are glad to hear that you found value in the skills you gained, the career opportunities, and the amazing team members that helped to make your time with us more enjoyable. In an effort to provide a broad total compensation package, our benefits include medical benefits, paid time off, paid holidays, profit sharing, time off to volunteer in your community, and a 401K savings plan with company match opportunities. We are also proud to support our Team Members by offering different opportunities such as Walk-a-Day, Career Coaching, and reimbursement for courses and certifications to help grow their skill sets. We also review position compensation bands annually and administer increases related to performance. Our team regularly reviews contact volume and looks at anticipated volume in order to create our schedules so we can continue to provide assistance to customers in a timely fashion. To manage contact volume in real time, we recently introduced new Workflow Management Specialists to our team that monitor and assign volume in order to make adjustments as contact volume changes. In addition, our Customer Success team recently expanded the growth opportunities that are available with the creation of two Expert designation roles: Customer Service Representative E and Advanced Product Support E. When it comes to taking breaks, we do have a system in place that schedules team members for breaks in a way that maintains consistent coverage for our customers. However, there are times when the team members who are supposed to be on break need more time to finish assisting the current customer they are working with, and breaks can get pushed back slightly. Department leaders partner together to be prepared for any anticipated changes in volume and prioritize communication regarding any unexpected impacts. Supervisors will also assist with contact or help route them when needed, to ensure breaks are being taken. When team members are unable to work due to certain situations out of their control, such as outages, we work with the team member to see if there is anything we can do to help fix the situation. Solutions for team members may include calling their power or internet company or working with our Internal IT team to help with troubleshooting hardware or software. We will review the situations as they come up on a case by case basis but, in most cases, this does not impact the team member’s metrics. While we are glad that we are in a position to provide the flexibility of remote work to the majority of team members, we do acknowledge that it can be challenging to maintain an effective level of engagement. We have been intentional in our efforts to use technology to help maintain a culture where we connect and collaborate as a team all while having fun with things like prize raffles and team builder activities. When changes are made within the company or to our products, department leaders partner with our Training team to develop updated materials and notify our team members. We also have numerous slack channels for immediate updates that may be relevant to a particular team. Additionally, leaders and our Training team are regularly working to add to our knowledge base and ensure courses are updated with the latest information. Your feedback has been passed along to our Leadership team so we can continue to assess how to make InMotion Hosting a great place to work. Thank you again for sharing your feedback, and please feel free to reach out to recruiters@inmotionhosting.com if you have any additional information you would like to share.