Service Professional (Former Employee) – Chelmsford, MA – August 5, 2015
This job is stress at its finest. You get almost no support from team leaders because you can never find them. It is an act of congress to change your shift if your life needs change such as college or new baby.The benefit package is pretty good and the pay and incentives are decent for the call center environment. However, they make it seem like they are golden in the training and are the complete opposite once you hit the floor. As with all call centers you never feel safe in your job security but here, it goes above that... they look for reasons to let go of the higher paid staff and replace them with people who are unqualified which makes everyones job harder. If you like to be creative, are a fast worker and like to be under constant stress this is the job for you.
incentives, pay rate/ hour availability
poor management, disorganized, no room for growth, extremely stressful
Customer Care Professional (Former Employee) – Chelmsford, MA – August 7, 2014
Call center job that can be overwhelming and micromanaged. A lot of co-workers complained about the job but I personally never had an issue. Found it very easy to take time off that I needed, pay was great for the type of job it is, and co-workers were all great.
Concierge (Former Employee) – Chelmsford – March 5, 2014
Benefits are good, however the company is very poorly run Specifically the Leaders of the floor and their managers. They say they will help with schedule changes which is not true, they say change policies and can't even tell you why it is a good thing or if it will work. It used to be fun, but now it is all about number and they do not review the client surveys. People were discharged for bad surveys, yet the surveys were not even about the employee or the issue. The management will constantly dissect all of the calls they deem as bad but will not waste time on the positive calls.
Customer Service Rep (Former Employee) – Chelmsford, MA – March 4, 2014
I was told by one of my managers 2 or 3 times to act more "gay" while I was interacting with customers as to come off more appealing to them. Managers also would huddle together in rooms or on the floor talking about their fantasy sports gambling and other non business related subjects while the members of their team would be very busy and sometimes need their assistance. Company also would let go of people regularly after a short time of employment as to not give raises; being a Sodexo company the practice is not that surprising.
CCP (Current Employee) – Chelmsford, MA – March 4, 2014
Do not work here. It is the worst job you will ever have. Everything you do is wrong, even if it's right. You will be micro-managed, scrutinized, and expected to meet unattainable goals. There is no work/life balance. If you were in a 10 car pile-up and had to have all of your limbs amputated, they'd expect you to be at work the following day. And if you weren't and you were out of available call-outs, you'd be put on a warning. There are no exceptions for missing a day of work.
You are held accountable for things that are out of your control, constantly fixing other people's mistakes and then blamed for their mishaps. You are rushed to complete work and take another call and then reprimanded because you didn't take enough time to send quality results, or spend enough time on each call. Trying to get time off is nearly impossible. You need to know one year in advance what dates you need off otherwise you are screwed.
Metrics and goals are constantly changing and you never know what you are trying to attain. The systems are outdated and slow and do not support your work load. I could go on forever.
Mediocre place to work that does not care about its employees
Customer Care Representative (Former Employee) – Chelmsford, MA – February 10, 2014
circles used to be a fun place to work but they are constantly changing policy and rules. They do not work with their employees even though the employee handbook states that they will work with you to accommodate any schedule changes due to health or child care issues which they certainly do not
horrible environment with little to no management support.
Customer Care Professional (Former Employee) – Chelmsford, MA – January 24, 2014
This is a terrible company with horrible hiring practices. They prefer you to not use the bathroom or leave your desk for anything other than your scheduled breaks, your supervisors aren't there to assist you with anything only to nag you about your daily numbers and the management ignores statistics and trends that go against their "model". The bonuses are pretty good, but they will make up reasons to take them away from you. Good employees get fired or quit all the time
Customer Care Professional (Concierge) (Current Employee) – Chelmsford, MA – January 14, 2014
The only part of Circles that is positive is the people that work there. Aside from that the company really has no idea on how to run a business. They fire people rapidly and mostly based on client surveys that we have no control over and most of the time have nothing to do with the representative. They do not care about employees as the business has become 100% about numbers and not about client care. Top management has refused to assist employees with "out of week" shift swaps, leaving the employees to either call out or miss important life situations. There is no feeling of job security nor are there any congratulations on a "job well done".
Customer Care Professional (Current Employee) – Chelmsford, MA – November 11, 2013
Circles is a great company to work for. How would I describe a typical day at work? I arrive and log into my phone. I begin speaking with American Express Platinum Card Members about their wants and needs. Some members need assistance in simple tasks such as securing a reservation at a popular Manhattan restaurant, while others need assistance in planning their honeymoons start to finish. It's definitely a job that keeps you on your toes, as each and every call is different.
Management is management. Their job is to keep service levels at and above goal. The hardest part about the job is when there's such a heavy call volume and you're trying to give your time and attention to one specific person. I have always felt it is important. Our company strives to give the best customer experience out there, but when heavy call volume is in progress, it can make it kind of difficult to manage. I just make sure I treat each client to the best of my ability.
My favorite part about this job is the relationships I'm able to form over the phone - as short as they may be. The ability to be able to assist someone in creating a life-long memory makes the job worth it.