Management has recently implemented Key Performance Indicators for the service department. It feels like an effort to stop the pay increases. Other departments think low of PSD when we’re the one department that’s speaking with these clients every day. We’re berated mostly due to previous specialists that let their accounts go unattended and new Specialists getting passed a boatload of troubled clients with unresolved issues. While trying to resolve outstanding issues for accounts dating since let’s say 2021, we’re constantly being told that we have to do more. Upper management want us to be proactive instead of reactive. One can’t be proactive with excessive issues that are still pending from 2022 and prior years. Each week there’s always something new that we’re adding to our roles. Just let us get the accounts up to date first. There will constantly be high turnover due to this. Being put down by clients due to prior issues with previous specialists do not make anyone want to stay at a company that allows this. Management is focused on reprimanding employees for outstanding issues. However, don’t punish the new employees for what your older employees weren’t doing. Team leads (some of them) do support but they can only do so much when they’re always in unnecessary meetings and are being told by management that we’re not doing enough.
