Great company - Sad is temporary position job - Call Center Representative Deval Employee Review

Work close to C level employees

Very linear growth for career

The only pro I could think of was the fact that I was not the only one who recognized the issues in this office. Everyone on the floor shared went through the same issues, and would try to actually help you. That's the only pro I can honestly think of.

The turnover rate is extremely high. It became the norm to see prospects waiting out in the lobby for interviews at lease every single day. The entire time I was there, they never stopped interviewing. They hired everyone that I saw waiting out in the lobby from what I could tell, but the office was actually small, of about 20 or so people. Team meetings are non-existent here, so no one was really on the same page about things. Their departments are outsourced in other places so you will never be able to get a one call resolution with the customer. You will end up asking them to submit everything in writing, escalating an already escalated issue, and there are no reasonable turn around times if they do have one to provide. There was always a line to get a manager's help because they usually never answer their phone. They were always swamped. At some point, one of their managers actually told me to HANG UP on an escalation call. She looked me and said, "You can say that you've tried everything to assist them, and disconnect the call." I was shocked. I had never heard of such a business practice. I tried looking for another supervisor, and at this point, she decided to help me in an effort to do damage control. Although she told me that I had to transfer that particular call anyway, it did not take away from the fact that she wanted me to hang up on an escalation. This office outsources all their processes and department. Payoff Statements - no turn around time, no direct line of communication to this department without a manager, which you will more than likely have to send an escalated email. And more than likely, the customer is following up on an already escalated call previously. Reimbursement Requests and Document Requests - Customer will have to send in writing. Updating mailing address - Send in writing. The customer will basically have to send a written request for pretty much everything with no real turnaround time. You will unavoidably get an escalation, at which point the manager may tell you to simply hang up. They also changed their system they are working out of, and it is a pain to work with. It's not hard to learn it, but you will be piecing information together from PDF statements, and notes because you will not find everything you are looking for on the new system.