Pros
Talking to and helping resolve to members issues are the best part of the job.
Cons
Member Services Advocates are treated like second-class employees within this company. We are the lowest-paid roles, yet we’re expected to meet demanding performance metrics with limited support. Management prioritize numbers when training is inadequate, unclear resources, and inconsistent guidance.
The audit process is frustrating. It’s easy to fail an audit over minor technicalities, even when you’ve successfully resolved a member’s issue and delivered excellent customer service. The focus often feels more like checking boxes than recognizing meaningful outcomes.
Member Services employees are also excluded from many opportunities and company-wide experiences. We never get to participate in CEO meetings, All Team Meetings, company events, or Recharge time offs.
Work-life balance is another major concern. Mandatory overtime and weekend schedules are common, yet employees can quickly receive attendance occurrences for being only a few minutes late or for illnesses. The company frequently emphasizes empathy and compassion when serving members, but that same empathy is often missing when it comes to supporting its own employees.
There is a significant disconnect between the company’s stated values and the day-to-day experience of those on the front lines. Member Services Advocates deserve better support, clearer expectations, fairer policies, and recognition for the important work they do every day.