Pros
*There’s another review on Glassdoor from May 23, 2025, titled “toxic to your physical and mental health.” Reading that was so validating to my personal experience here, I agree with all their points. -I’m struggling here to conjure up just one. Probably the time off during holiday season, and the four-day schedules. -Your direct manager was likely on the phones within the last 3 years, so they somewhat understand the day-to-day role.
Cons
-The con, however, is that anyone above them has been off the phones for 4+ years or hasn’t been on the phones at all. They are out of touch and truly don’t understand what the role is like. If you work on the phones, you understand just how nasty people have gotten in the past couple of years. -The recruiter, at least when I was onboarded in 2022, painted the job in a way that didn’t reflect the actual role at all. This is basically a sales role without it being real sales. If you don’t want to beg people to stay on the line after they tell you they don’t have time or have to go, if you don’t want to rebuttal EVERY. SINGLE. OBJECTION. then RUN, PLEASE. The “skills” you gain here will only carry over to other sales-like jobs. Working here is like when your mother tells you no and you whine back saying “buuutttttt mooommmmm please.” -70% of the time you’re calling 3 to 8 year old leads. -Layoffs twice a year, every year since 2023, with one right before the holidays. They hire 2–3 times a year too. Maybe try keeping the talent you already have. The company made people return to office for the sake of “collaboration,” when there is genuinely no time to collaborate as a CSR. This job can be done at home, and the company could save so much money by making the role remote again but they seem very control focused. -I also feel bad for the real estate agents that pay for this service, the leads aren’t well vetted at all, and you’re coached to say anything you can to the consumer to make the transfer. I will warn any agent or home buyer I come across about this service going forward -Coaching isn’t about growth, it’s about squeezing one more drop of revenue out of you while pretending it’s “investing in your development.” For example, coaching to hypothetical situations where you listen to a call, identify improvement areas, and receive feedback like “if you had worded it like XYZ, the call would’ve likely resulted in a transfer.” It’s like milking a rock. I can see these being great sessions for new hires, but as a tenured rep, it was frustrating and left me feeling like no matter what you do, it’s never enough. -Ridiculous expectations. You’re making 300–800 calls a day on average. They want you to cater every conversation to the consumer. Use what the consumer says to carry the call, which yes, is common sense, but if you don’t do it once, you’ll be coached about it. They want you to be a human and work like a robot. -There’s genuinely no purpose here. Basically, someone submits an inquiry online, we call within seconds (which many people find jarring), ask several questions about their search, and run the agent dispatch. There can be, in my experience, up to 20 instances a day where you do all the legwork and there isn’t an agent available—due to the area being rural, the consumer’s budget, or the fact they’re already working with an agent. There are many reasons, but you don’t get any credit for these failed dispatches at all. A failed dispatch is 100% out of your control. Oh, and there are metrics you have to meet—or you go on a warning pathway that could lead to separation. I’ll admit, though, the minimum performance standards are fairly reasonable and do change when necessary.