Year end was absolutely brutal (Sept 2012- April 2013). If you don't' like to work hard, look elsewhere. There is no way that 6 weeks of training can possibly prepare you for what is going to be thrown at you in the 1st year.
Mandatory overtime for the winter/spring months is basically a necessity just to get by.
Going into winter of 2012 the service department was really short staffed, which was basically attributed to company growing pains. This is a good problem to have for a company, but they should have been more prepared in the number of Implementation, service, and support team members. It's great that sales was doing so well, but the service and support teams were struggling to keep up, and the clients could pick up on that. The high level of customer service that management demanded was hard to achieve when you are that overworked.
Once you get through the first year end there was a light at the end of the tunnel. 2013 has not been nearly as bad because they basically doubled the service and implementation staff. They also are only hiring service reps now with "Payroll Experience", which helps a lot, but the employees that do the best are the ones that are willing to think on their feet and have good troubleshooting skills when it comes to software, which isn't always going to be everyone who has as "payroll or tax background."
Also, I truly believe that service reps should have been compensated more when the addition of Webtime was thrown into the job description.
Employees who were hired in at a lower hourly rate in the past should have been increased when new hire rate increased. It was frustrating when new hires, who were not as useful yet on the floor, were hired in at a higher rate than the current rate reps were at, who were around for over a year and were doing the heavy lifting on the teams.
