Pros: pay, benefits, good people
Cons: unreliable systems/platforms which are down almost daily, lack of support, lack of staffing = stress. stress = unhealthy workers, and unhappy families at home
I have the benefit of working from home, which is wonderful - not dress policy, no need to transmute - save a lot on fuel, eating, out, coffees, and the added benefit of no noise ore disruption. I would truly love my job except:
Asurion's Technology is pathetic. Their systems are down more than they are up, and when they are up certain functions are – more... usually not working properly and have to have work-arounds used. Their Help Desk is totaly lacking knowledge or even basic understanding and are usually more harm than help.
They have failed to maintain adequate staffing levels for quite some time now and are playing a constant juggling act throwing us back and forth between products to try and minimize the impact. Supporting Departments are also severely understaffed causing excessive wait times and a poor experience for our customers.
In spite of unreliable systems and tools - the handle-time goals for our calls remains exceptionally low, adding to the stress and pressure, since failing to meet goal results in action plans and disciplinary steps should we fail to meet them - and placing unreasonable pressure on us.
The staffing shortages mean that we are constant crisis to meet service agreements and are therefore being beat to death with Overtime - called at home on days off, asked repeatedly until we give in taking yet more time away from our family.
The various supporting departments due to their own low staffing have extensive wait times meaning our customers are on hold needlessly, and our handle time also suffers.
Training was not adequate - the testing environment is minimally functional meaning most things you will need to do can not be tested and experienced prior to moving to live calls
Supervisor are very supportive, helpful, encouraging - but so highly overworked that trying to get assistance or be able to speak with one is nearly impossible - they do their best and I feel sorry for them to be honest.
The job itself is not bad - basic level customer service - If Asurion would fix some of their problems AND create a more robust policy against the most abusive callers - it would be a wonderful place to work - unfortunately, having been here several years and having worked several different lines of business - these system issues and staffing/support issues are not new and are not being addressed
Good thing they have decent benefits - you'll need them since you'll need stress and depression medication, sleeping pills, etc. just to get through your days after just a couple of months.
I am actively looking elsewhere and the only reason is the stress - my Dr. feels my health is deteriorating and them I'm pending a breakdown. I am also at this point considering a labour suit as my Dr. feels the environment at Asurion is directly contributing to current conditions and is in fact the main driving force. – less