-Recruitment:
The recruitment process is misleading and lacks transparency. Benefits such as having 11 holidays off are advertised, yet CSRs can be randomly required to work the day after Thanksgiving if there are not enough volunteers. Mandatory overtime is frequent—often close to twice per week, typically on Mondays and Fridays—and this is not clearly disclosed during hiring. Employees who work until close are often scheduled to clock in early the following day, creating unnecessary fatigue.
-Training:
Training is poorly executed and inconsistent with what is promised. Although it is advertised as a two-month program with a full month of in-person training, new hires were told partway through that they would be working from home earlier than scheduled. This is another clear example of how employees are rushed through training and pushed into the role before they are ready. Classroom material is largely irrelevant to actual call work, schedules were shortened, and the entire process felt disorganized. Feedback was requested but repeatedly ignored. The priority appears to be speed, not competency.
-Support:
Once on the phones, support is inadequate. Leadership and management are stretched thin and frequently unavailable, making escalations slow or ineffective. CSRs are expected to navigate an excessive number of outdated systems on every call, significantly increasing stress and errors. Many calls involve processing issues that are completely outside of the CSR’s control, yet there is no direct department or resolution path available.
-Outdated Technology:
Technology is unreliable and routinely down. For a company that depends heavily on remote work and technology, the lack of investment in modern, stable systems is unacceptable and directly impacts employee performance and morale.
-Micromanaged:
Being told that we have scheduled breaks and that we have to take those breaks within a certain amount of our scheduled times or it was going to be counted against us was another thing that was stressful to learn. Also every time we had system issues we would have to email a script to someone to let them know why we could not take calls. it just seem to be so much work and confusing since it seemed like we we're always rushed back into taking calls.
-Stress:
This is not a good job to have if you're going through something. You get sent information for virtual health sessions, but it is kind of useless since the availability of the sessions are during the times that we are scheduled to work.
