Case Manager (Current Employee) – Sterling, VA – March 22, 2016
Asurion has been a great place to work overall. The pay and benefits are good. I work in Case Management. I started on front line Technical Support and advanced up to Case Management after 4 months of being on the job. I quickly moved up to Team Lead and was given a temporary supervisor position while another supervisor was out on medical leave. Some of my co-workers were great. I really liked the One Team effort of the majority. There is really no hard part to the position. I consistently made the top 10 of 180 Case Managers. The most enjoyable part is helping the customers resolve their issues. Management is decent. The worst part about the job is the Work at Home program for Directv is being cancelled by ATT.
CCR2 (Current Employee) – Lawton, OK – February 17, 2016
I work at a very fast paced and extremely busy department, taking incoming billing, service, and technical troubleshooting calls. Constant researching and resolving customer issues in a timely manner. I have learned to appropriately diffuse an angry customer with properly handling the concerns and making sure the customer is satisfied. The people that I work with are very knowledgeable, courteous and professional, and always a pleasure to work with. Management is always there to offer support if needed and do their best to make sure we have all the resources needed to complete the tasks at hand. The hardest and most enjoyable part of this job is handling the upset customers, being able to work directly with the customer and resolving their issues and, in turn, making the customer happy.
Benefits, incentives, Bonuses, Raises, Overtime, Paid time off
I can not think of any, this is really a wonderful place to work
Customer Service Representative (Current Employee) – Work at Home – February 15, 2016
I started at Asurion june of 2015 as a work from home agent for DTV. A typical day was spent taking calls from sometimes angry customers until you clocked out. There are plenty chances to earn if you do your job; however metrics for selling their protection plan was a little unfair. I looked forward to growing with the company until att decided WAH employees arent safe. Schedule was perfect for me I got almost$2 in raises since I started. As far as time off I think its fair its accrued based off attendance. With being Wah there is plenty of opportunity to get things done without requesting off. Some people are giving the company in fair rating in my opinion. As far as paid holidays off no there aren't any but you get 2.5 your pay rate for working.
Customer Management Systems Analyst (Current Employee) – Altoona, PA – February 9, 2016
During my day; first, I log into my computer and bring up my IEX system. This allows me to monitor the adherence of the agents on the floor. I perform this for 4 hours every day. I write a report everday on what I observe and send emails to the superviors on the floor of those agents who are outliers. I have a meeting once a week with my manager to go over the data provided the prior week. In the evening from 6pm - 10pm I answer phone calls. During this time of day I enter data into our system. I am responsible for providing accurate troubleshooting for customers owned equipment such as televisions and computers. I am also responsible for selling protection plans. I the take rate goal is 2.5% and I have a take rate of 5% for the year.
Great Benefits, Great promotions and great incentives
Customer Service Representative 1 (Former Employee) – virtual – November 25, 2015
Overall Asurion and the Directv contract was a great dept to work in. A typical day at work revolved technical assistance and troubleshooting for all Directv equipment and programming. Sometimes customers were rude and demanding and hard to work with. Especially the elderly as far as the time you had to take with them. This wasn't good because you were only supposed to take no longer than 11 mins with the customers.
Management was great overall. My team leader was awesome to work with on a daily basis. However you had no time for chats between calls, because they weren't time between calls to be doing this. Very fast paced environment.
hour lunches, great pay, excellent benefits
working every weekend, weekly meetings with team leader often cancelled due to phone demands, not much room for advancement inside the company.
Senior Finance Systems Analyst (Current Employee) – Nashville, TN – February 11, 2016
Asurion is truly the oddest company I’ve ever worked at. There are silos in the silos in the silos … It’s virtually impossible to get any work done that requires assistance from outside your immediate group. Emails go unanswered/unacknowledged. Tickets to the help desk get closed without ever being resolved. In fact some tickets never get assigned and sit out there open for years. There are a ton of very talented “worker bees” who really want to do the right thing and willing to work hard but management basically shuns that behavior. So you end up with a lot of staff not doing a lot and a handful of managers running around like chickens with their heads cut off.
Technical Support Representative (Former Employee) – Phoenix, AZ – March 10, 2016
This place is horrible. I worked there when it was a start up in the Valley. At first everything seemed great, people were getting promoted left and right just for having great call metrics.
They were serious about hiring people in the beginning with actual technical experience. After a while they would just hire people to fill the seats.
In order to save money on training, they would use regular employees who exceeded their call metrics to train the new hires in a live environment. Instead of using that as an opportunity to gain training experience for career advancements, there was always an excuse.
Premier Support Solutions Tech Coach (Former Employee) – Antioch, TN – February 3, 2016
You sit and take phone calls in an inbound call center for an 8 hour shift from callers either MAD or ticked-off about their service. If you don't make them happy and get a perfect survey you are reprimanded and ineligible for any bonus. Management accepts no responsibility, provides little support/training and expects you to produce perfect results from an imperfect situation. Your Supervisor will listen to your efforts and "grade you" on your calls to later nit-pick what you failed to do then write you up. No call scripts/answers are provided. If you get a call before your scheduled break or lunch you have to take it then get penalized for not taking your breaks/lunch on time! There are NO HOLIDAYS OFF this is a 24/7/365 job schedule. NO VACATION time is offered - you earn hours each pay period for personal/sick time but unless they are used for absence you must have management approval in advance to use it. Unless you are prepared to be browbeaten all day by callers, supervisors, quality (who also grades/scores your calls) then don't apply here. Why would you ever want to go to work where you are made unhappy daily and would never refer anyone to?
Decent health benefits, direct deposit of payroll, plenty of parking
Extremely poor on-the-job training, little support/assistance, management accepts no responsibility for leadership failures
Great benefits and Atmosphere... but not so great job security
Onboarding Technician (Former Employee) – Russellville, AR – August 29, 2016
While working as an onboarding technician for Asurion, our typical work day was pre-planned with appointments for meeting new hires or existing agents. We would help install their work software or ensure their computers were meeting our current technical standards. I learned a lot of IT troubleshooting experience while there, and had a couple of amazing supervisors and teammates. The hardest part of the job was probably ensuring that our quality standards were met in a particular field where they were always changing. The most enjoyable part of the job was getting to solve computer hardware/software related issues because a good puzzle is hard to beat.
PTO, flexible schedule, benefits
Weird workload, no job security, very little room for advancement in my field
I worked for Asurion for 5 months as a PSS technician. My jobs consisted of working as an inbound call center. Training was fantastic and gave you an unrealistic view of what life would be like. Overall your ranking about the call center technicians is largely based on a survey taken at the sent randomly at the end of the day that is answer by smart phone. Anything less than a perfect 10 is essentially a detractor and mistaken keystrokes cannot be challenged. While I was there we were looking at mandatory overtime for 3-5 hours a week. These hours could not be changed even for dental surgery. You had to take no show penalty despite a week of advance notice. There is no opportunity for advancement or really for horizon transfer although many of those who started in the company years make their name doing exactly that. I cannot recommend this company.
No chance for advancement, mandatory overtime, poor performance evaluation metrics.
Marketing Manager/Graphic Designer (Current Employee) – San Mateo, CA – August 5, 2016
While historically known for its phone insurance and device protection, Asurion has turned into a tech-first company, with a focus on better customer experience and breaking grounds in the support and product fields. It was great knowing you are part of something that helps people every day, and having the freedom of a collaborative environment let me be creative and solve problems with fun, outside the box ideas. The folks are great, and you get to work with people from all disciplines and backgrounds and feel like your work has an impact on both the company, its clients, and the customers.
Customer care representative/ Tech support (Former Employee) – Klamath Falls, OR – August 7, 2016
The building was a grey color interior with poor lighting. You must sit at a desk 8 hours a day and the management was lacking. The job puts a lot of stress on you as far as keeping all of your stats in line as well as up sell products to customers no matter what the situation. The management will use scare tactics to make you work harder so they can make their bonus. I personally had to go to HR and report a few managers for mistreating and abusing employees. The company has also been investigated multiple times yearly for adding fees and services to customers accounts without permission.
poor health care, no room for social life, constant stress from job itself and poor treatment from employers
CUSTOMER CARE REPRESENTATIVE (Former Employee) – Crestview, FL – November 5, 2015
Asurion was one of the best places I've worked for in a long time. Team Leaders, or Coaches, were always trying to be positive and upbeat. A LOT of different things were offered on a regular to build and boost Morale. I regret moving to a city that Asurion is not located, because I would have loved to stay with the company.
Free DirecTV, Food all the time, Great Benefits!
Pay was lower than most call center positions, but it's based off of location, so... And it was flat across the board, regardless of experience.
Data Center Engineer 1 (Current Employee) – Nashville, TN – March 9, 2016
Asurion is a great place to work and grow. They have multiple chances to become a better employee and better yourself. The management is eager for you to learn new things, and makes your work/life balance as best as possible. A typical day of work can be anywhere from busy from when you get in until you leave, or it can be slow. The business day depends on what is going on with the company. The hardest part of the job is the hours when you have to work the nights, and the most enjoyable is the time traveling for projects.
Customer Care Representative (Former Employee) – Crestview, FL – October 11, 2016
Asurion was a great work environment. My co workers and I worked as a team. Management is well rounded because they try to do everything they can to accommodate your needs. At Asurion, I was always on a set schedule from 2-11. I had Tuesdays and Wednesdays off. I was working full time. The benefits were great. The hardest part of the job was having to deal with rude customers over the phone. They would talk over you, curse you out, and really say harsh things to you. I just learn to tune them out and help them the best way I can. Working there was pretty stressful. I was in my own little cubicle, and I didn't really have anybody to talk to. There really wasn't a way for me to socialize unless I met up with my coworkers on my off days. I love the fact that i had my own space, my own desk, my own computer, and everything. Unfortunately, I got to the point where I couldn't really take it anymore. It wasn't enjoyable anymore.