Could be better
ERS Advocate, Heathrow, FL (Former Employee) – Heathrow, FL – August 29, 2014
I have never in my life worked for a company that can add involuntary hours to your shift to meet their needs, cut your 15 minute breaks into 5 minutes within 10 minutes of being able to actually take a break in a 6 hour shift. Are told to lie to the customer, by not stating the facts and refraining to give information to members so that they know that they are going to be stuck on the road for many more hours more than we originally told them. Dispatch is a joke they do not update customer ETA's, do not contact customers to let them know what is going, refuse or get upset when customer is supposed to be transferred to them, due to them not doing their job properly. Customer Advocates are given basic tools to assist customers, we could do a much better job if dispatch did theirs, cut down handle times, customer complaints, and maintain what I was told was superior customer service to our members. As for the supervisors on the floor, who walk around when the ques are over 40 calls with limited reps on floor instead of taking calls like they should be doing trying to assist customers and bring down call volume they huddle around laughing and joking, or visiting each other at their desks, ignoring their teams needs, complaints, questions, and concerns with I don't know as a response, or a shrug of the shoulder, like suck it up, oh well attitude. Thanks a lot for nothing.
decent pay, customer advocate associates that work along side you are excellent, they are team players
sloppy management, policies and procedures set are not being followed, hours are not what you signed up for, forget breaks, don't expect anyone to have your back they are too busy looking out for self, not a team environment when it comes from the bottom up