2.0
Dec 3, 2020
An unfulfilling role with no support from supervisors
Current employee, less than 1 year
Owings Mills, MD
Recommend
CEO approval
Business Outlook
Pros
Benefits Competitive Pay Work from home during COVID-19
Cons
Supervisors will actively avoid helping you with escalated calls when it is their job to take over escalated calls. The associates who are supposed to be available to assist phone reps with questions often don't have the answers themselves and provide misinformation. High call volume "season" where phone reps are taking calls non-stop from open to close and working overtime almost every day of the week is from November to April which is half a year. There is too much focus on low time metrics and not enough focus on call quality.