When i applied for the position I was under the impression that this would be somewhat secretarial . This is a sales position. When i interviewed it became apparent that commission was part of the pay and that we would have to persuade incoming customers to schedule with satellite. This was my first sales job and i discovered quickly that i am not cut-out for sales. However, there were areas in which Safelite could have done better.
Safelite's training is essentially a classroom setting with about 15 "coworkers." They create this idea that Satellite is such an amazing company that never makes mistakes. the content focuses on how we need to apply sales techniques to get customers scheduled with us. Then after two weeks of them filling us with all sorts of false hope, we actually start taking phone calls. It seemed like i got at least 4 phone calls per day, if not more, on a 5-hour shift, about something satellite did to screw-up. I constantly got calls about technicians not showing up to peoples jobs. Or people wanting to call and just rage because of the poor quality of work done by one of our technicians. satellite also has it set up to where customers cannot easily contact the local shop doing their work. so every customer has to call the 800 number and go through ten minutes of being on hold and being transferred, just to talk to the actual tech doing their work. half the time when i would try to call the shop their lines were closed. I couldn't even call the shop myself, i had to call a "CTU"(Local headquarter shop) and be transferred to the actual shop from them. Customers were already calling because of glass-damage. Safelite makes the process for customers more frustrating. in turn, it stresses call center agents as well.
Commission is a rip-off. Anyone who is under the team average won't make commission on the glass they sell. They light a fire under everyone to sell the hell out of their overpriced wiper-blades. In training they make it sound like you can make all this money. then you end up making your base pay, $12/hr. Nut if you call out one day for the week you go down to $11/hr for the WHOLE week. and if you pause between calls too much, they take you down to $10.
