Customer Care Specialst Pension - Customer Care Representative Xerox Employee Review

-Low office moral -Terrible and lack of communications to representatives that are affected. -Training is not thorough enough for the complexity of information that is relayed to customers -Management was not very helpful when a challenging customer question is presented and when help is finally offered information given conflicts throughout management when compared with company rules. -Unrealistic call stats goals per call. Pension question can be very in-depth and take time to research. Hold times and refresh times are unrealistic for the amount of research a rep must do. For more complex questions where it takes time to research calls backs should be immediately allowed to be offered. There should also be more time to research. -No morning break and lunches are reduced -Lack of organization -Unable to speak to other co-workers in between calls -Unable to stand for long period of times