Customer Care reps are stuck in an awkward middle ground of doing everything. We filter incoming calls and assist them as needed but there's a lot of times we can't actually help. The amount of transfers I had to do is insane because people do not understand who they're calling. And I mean that as in someone needs HR but calls us to handle the issue. Why? I can't handle HR issues- why is no there phone tree option for HR or payroll? Our calls are so bloated because of this.
There's also a ton of verbal abuse that we're just expected to take. The amount of clients and caregivers who actively cussed me out is more than what I ever had to deal with in my near decade of working retail. I worked retail in Klamath Falls, OR and had to deal with a lot there and this was worse.
Worst of all, there are no consequences. I can name people who just screamed at us every time they called and they never faced any sort of repercussions. I know we provide every care for everyone but everyone needs to get their act together because cussing out their co-workers is not okay.
There are clients who are not safe for our lil 18 year old caregivers to be around. There are clients who are just not safe period. There needs to be a stronger filtering system because caregivers-especially new ones- are placed in situations where they face bodily harm. That's not okay. That's not caring for our caregivers.
It's also not okay to have clients who are racist and demand only a certain race work with them.
It's not okay to have alcoholics who scream at us because we sent an 18 year old who can't buy them beer.
It's not okay we have clients who have active addictions who invite strangers into their home that attack our caregivers.
I do believe in the company's mission and goal but like is not okay.
Also if you're a male caregiver, there's like no clients for you. It's not fair but we gotta stop hiring male caregivers because like 99% of the clients only want women and the male only clients are usually not safe individuals.
Alayacare just doesn't work. It's buggy as heck, routinely crashes, care givers scream at me because it's my fault, and I'm constantly refreshing my webpage because it's giving me an error page even though it's fine. Please find another system. AC is great when it works. Emphasis on *when it works*. The app is something awful and I'm so happy I personally never had to deal with it. Genesys is fantastic for in office, please find an different system for the caregivers.
In regards to the star ratings, right now there is not much upwards growth but in and out of office. Of course more CG mentors would be so very helpful but there's not really much growth in terms of upward movement.
Lack of holiday pay and Sunday differential is just mean. NH can afford it so just add it- every crappy retail job I worked at could afford it. Treat office staff a little better. There's a reason it has a high turnover.