Quality Assurance Specialist (Former Employee) – Fort Lauderdale, FL – December 1, 2016
My typical workday, I am responsible for overseeing my teams as they progress on customer satisfaction and following the company policies and procedures . I evaluate calls and help them with any issues they may be having such as being customer centric and providing the correct information to clients in a timely matter. As well as train and develop on new products and how to keep it professional with irate customers (solving the issue). Weekly side by sides and one on one meetings with agents and supervisors to provide updates on how the team is doing.
Horrible Employer Highly recommend you find something else.
Customer Service Representative (Former Employee) – Anderson, SC – October 16, 2016
This place is awful. They do not care about you. They lie to you all the time. Very unorganized, major micromanagement issues. No room for advancement. Pay sucks. They have a very high turnover here. Wouldn't recommend it to anyone.
Claims Supervisor (Former Employee) – City of Sunrise, FL – August 4, 2016
Cross Country has a welcoming work environment and the genuinely try to create a family atmosphere. Typical day in the customer service department consist of weekly performance review for customer contact and resolution. Personal performance and feedback from their quality assurance team.
out dated work environment and computers, non competitive salary
Enhancement Specialist/Recruiter (Former Employee) – City of Sunrise, FL – October 12, 2016
People was nice to work with but Management was awful. They expected ridiculous numbers in SNAD. The Manager would come to work when she wanted to and call a meeting to stress deadlines for everything. There was never a compliment for great work, just do it and do it fast. Not a friendly manager at all and I was told if they don't like you, they will show you the door. They overlook people with skills and push their home people to the top. The workplace is very diverse but there is a huge number of Caribbean people there. SNAD was one department but there were other departments I'm sure was much better.
Customer service representative (Former Employee) – South Carolina – April 13, 2016
This is an awful job the people are nice but the job is horrible . You get yelled at and cursed out all day you have to just keep saying your sorry your not allowed to disconnect the call. After a year I got a 10 cent raise because my call time was to high. The quality assurance people nit pick the smallest things.
Regional Coordinator (Former Employee) – City of Sunrise, FL – September 12, 2016
Managing providers was stressful but good company. You have the ability to grow with the company. Your priorities are your customers and must be a team player, decision maker and always make sure the contractors treat the customers right.
Ability to Excel
Managing Contractors and rating them was a task but it was a good company
Claims Authorizer (Former Employee) – City of Sunrise, FL – August 12, 2013
Company values culture/diversity. Training is intense, forget about taking a vacation in the summertime, they expect a lot out of you but not paying what the job is worth, hours change every week, have set breaks and lunches, they take minutes away from you even if you work an 8 hour shift, not a balance for family/work life balance. Management needs improvement. This job is not for a college graduate!! You get paid the same low wages as everyone else.
Benefits is ok, friendly employees, company culture is good, overtime is available if you feel like doing it, employees been with the company over 20 years
Very low wages, Stress, on the phone to much, no advancement opportunities/depends on who you know, high turnover rate
Call Center Supervisor (Former Employee) – Anderson, SC – November 10, 2015
At the end, they were severely understaffed and the morale of the associates was the worst that I have ever seen at a company. The concept of home warranty is great, but they do not have the proper people in place to help the company grow to what it could.
Great healthcare benefits, most associates were very cordial and fun to be around when upper management was not around.
CCHS Expects Everything But Expect Nothing In Return
Authorizer (Former Employee) – Anderson, SC – December 14, 2015
Some of the people can be respectful and responsible. The schedule you are hired in at and pay stay the same. There is no potential for advancement. No pros just cons like the con-artists working there.
I have worked at several call centers and processing center in my career. Where to start, there are so many drawbacks to this company. The Core Values of this company are not followed. First Core Value is "Listen" and they don't, It's a snowball effect from there. They don't listen to anybody but themselves the number one priority should be the customer then the employees. They throw caution to the wind. Management spends more time trying to incorrectly coach people and point the finger. They don't know how to correct issues. Promotions are not based on experience or performance they are based not what you know but who's butt is kissed and whom you know. Bonus programs are a joke. Benefits are the worst I have ever seen for a large company. Smaller mom and pop businesses are more competent and competitive in every aspect of this industry. They are also outsourcing to contract companies. Rules are not followed and every decision here is based on nepotism for the customer and employee. The writing is on the wall with all the negligent and incompetent decisions being made and thousands of dollars are being lost each and every week. Absolutely no communication from anyone as well, they expect you to be clairvoyant and scold people for not knowing. But don't give any direction on how to correct the situation. If you are looking for a career or a job this is not the place. Thismore... place is a joke and really confirms the negative atmosphere of the call center industry.
Get rid of the incompetent decision makers from management on down. Do promotions based on experience, performance and competence. Improve the way you all communicate. And last but not least follow you Core Values everything else will go hand in hand. They do not follow a one of the core values.
CCHS Core Values:
Listen: Seek to understand first Continuously learn about our customers and each other Take ownership in enhancing the customer experience Engage customers in a positive proactive way Personalize all interactions Build lasting relationships
Value Others: Act with honesty and integrity Communicate openly, directly, and respectfully Do the right thing for our clients, colleagues, and communities Earn and cherish trust
Promote Improvement: Help each other grow individually and collectively Empower others and foster their strengths Embrace new ideas and solutions Innovate and build our expertise Jointly define and measure success Drive and support change
Reject Status Quo: Challenge ourselves everyday Deliver on our promises Expect and deliver our best Display tenacity, resilience, and adaptability Begin with our vision in mind Embrace Passion Know what we do makes a difference Demonstrate pride, urgency and energy Driven to be our best We just don't play…we play to win
Act Like Owners: Take responsibility for our choices, actions, and consequences Focus efforts based on long-term, insightful view of industry, clients, and opportunities Facts are friendly: You have the right to your own opinion but not to your own facts. Take demonstrating and understanding our organization mission, vision, and values personally Work with anyone who can live our values
Celebrate Success!: We look for what people do right Find the good in all we do Demonstrate appreciation for effective performance and significant achievementsless
Some Employee Relationships
Everything, Benefits Lack Luster and Bonus Programs Sub Standard
Retention Customer Service (Current Employee) – Anderson, SC – October 1, 2015
Decent amount of red tape and politics, but this is expected of a call center with a long history.The most enjoyable part of my job in sales is coaching and mentoring new hires. The need for different hours and a lack of time off has become a concern for me and my co workers.
The benefits are alright.
Low pay and low morale, and high employee turnover.
Authorizer (Current Employee) – Anderson, SC – August 10, 2014
When I started the place was great. But there was an upper management change a little over 2 yrs ago and the place has not been the same since. After that straight down hill. Christmas parties cut out, bonus's cut back, our base schedules were changed with out notice. There is no chance for advancement, and if you do make it for a long time your job can be eliminated at any time (two tenured employees had their jobs eliminated at Christmas time). There is no management help for employees.Benefits are the only good thing about the place. Basically only way i would think about taking a job at CCHS is if I was unemployed and about to lose my house.
No security, low employee moral, no chance for advancement
RETENTION SPECIALIST (Former Employee) – Anderson South Carolina – June 10, 2015
Answer 60-100 calls a day attempting to retain upset and disgruntled customers. Most times it was about explaining the product and why it may not have helped them . I learned that being organized is a must and being a quick thinker is imperative. Co-workers were awesome. Fun to work with most of the time Management was a different story. The right hand never seemed to know what the left hand was doing. The best part of the company was the people that were on the phones with the customers. We cared
good benefits and decent hours
an ever changing command from the upper management. It was like trying to nail jello to a tree.
Enhancement Specialist (Former Employee) – City of Sunrise, FL – September 18, 2015
Great company to work for excellent benefits and flexible schedules.This company promotes growth from within. If you are looking for job security and have a desire to climb the ladder this company is for you.
Customer Service Representative (Full-time) (Current Employee) – Anderson, SC – July 5, 2015
Give you all the tools needed to succeed, multiple oppertunites for career advancement within company, clean environment, friendly peers, and management tries extremely hard to make it a relaxed fun environment because they know how value their employees are.
HMS Renewal and Account Coordinator (Current Employee) – City of Sunrise, FL – June 8, 2015
This company is a solid place to work if you simply want to go to get a check and come home. The Management will do there absolute best to provide suitable work hours for employees, However, there is a lot of constant training and changes that employees are required to keep up with for less compensation than its worth.
Customer Service Representative/Mentor (Former Employee) – Anderson, SC – December 28, 2013
I enjoyed working at Cross Country Home Services. I learned many developmental skills and the importance of providing excellent customer service. The hardest part of my job was speaking with irate customers but the most enjoyable was being able to handle them calmly and create an satisfactory experience. I also enjoyed speaking with loyal customers and creating a close relationship with them.
bonuses and pay raises
health care was not affordable enough to add children