Poor Management, unrealistic expectations
Customer Service Representative (Current Employee) – Houston, TX – July 29, 2016
I would not recommend working for AIG what so ever. This place is going down hill fast. The management is a joke. I work in the Houston office and the management over L&C, and New Business have no clue what they are doing. You cannot ask them for help on your calls because they have no idea anything about what the department does. They have no backbone to stand up for us and try to get us the systems we need and the so called "goals" set for us to meet out requirements for bonuses are unobtainable. Our call volume does not allow us on any given day to meet the "goal" that is set of 70 calls/day per person. The Manager refuses escalations, is unavailable more than half the time, leaves early, gets here late, and when she is here she doesn't return calls that have been escalated to her in the first place. We constantly get agents calling us back complaining about how she was supposed to call them back a week ago and never did. They want to micro-manage but are not worried about giving us the proper tools to accomplish what they are micro-managing. The Director is just as clueless as the Manager. And so is the site director. Forget customer service, it is about the numbers. Everything is becoming outsourced to save a dime, but is in turn ruining the company. The pay is a joke, and there are no raises, so as the cost of living goes up we are stuck making crummy wages.
unorganized, poor management, lack of proper training and resources, poor pay