The company has changed drastically since I had been with them, went from a team that was going to go out of there way to really be experts to a team that had to know about 3 different websites and 8 different model vehicles of ranging generations and prettend to be "experts". Upper management and coorporate seemed to get blinded by the new lights at the new cedar hollow HQ because they almost flat out refused to accept the fact there were issues at the customer service levels. Consistently the CEO would stand in front of you at the quarterly reviews with a look of shock and bewilderment on his face when you mentioned the same issues from the last 2 quarterly meetings.
Customer service phone reps had it worse than me though, about a year or so ago they were revoked the right to direct message our issue resolution teams to get issues fixed, instead you had to submit a ticket that almost never got relved on time or would get closed by an issue resolution agent because it was in the wrong category for a ticket and then never reopened( probably because the issue resolution reps would never have to hear the phone reps frustration because the phone reps aren't allowed to talk to them)
Poor scheduling made for some days where we had 15 extra reps then needed but then some days they would be 15 short. ( And this was never fixed, same issues on the same days over and over, week after week)
Training is pathetic. They have two weeks of training and then slap the expert tag on you even if you've never touched a tenth of the stuff we sell, they figure you can Google the rest. And when the launch a new vehicle on the sites they give a 15 minute power point on it and say "go get em champs" like watching a few tecoma comercials suddenly made me a Toyota tecoma master.
Finally if you don't sell sell sell and keep your calls around 6-7 minutes you will have your operations director on your Skype everyday asking you why your call times are low or your conversions rate is down. Not your supervisor who you would think would be first to contact you, guess the director doesn't trust them to do coaching or improve the employee
