ERC Reviews

Training is easy if you're a sponge (like me). However, once you've spent an amount of time on the phones, you realize that training makes the job sound way more stress-free than it really is. The positive reinforcement is okay. Supervisors are unreliable and some sit around doing nothing - literally. I saw someone promoted to supervisor however they did not have a team to supervise so they sat around for weeks playing on their phone, I assume getting paid. Did not even bother to sit close to another supervisor for shadowing or learning purposes. Extremely high pressure work that is not easy for people with severe anxiety (it was very hard to deal with VERY angry customers back to back to back). Two paid ten minute breaks per anxiety-inducing shift make you rush around instead of trying to calm down. Hour long lunch is kind of nice, though after an hour of not working it's really hard to go back when you know what the calls are going to be like. Far too much reliance on customer surveys - bad scores hurt you even if you did everything right but the customer just hates everything anyway. Transferring calls to other departments hurts you also but you either have no choice because you weren't trained in the calls you're receiving or the customer refuses to use the automated phone tree and ends up with you to transfer them. Seems like it pays well but for all the stress and anxiety it pays too little.

Customer service is only one way. Training is lacking the tools to be successful.