member service representative / call center, Orlando, FL - September 16, 2015
Focus on referral goals a lot. quit a few MODs and some of them are not very helpful. Release time counts against you, have to answer calls within three rings. Member can only stay on hold for two minutes at a time. You have to keep checking with member every two minutes or you will get an IM from manager letting you know member on hold for more than two minutes. This can be Very annoying especially if you are waiting on an answer or help from management which can take forever for them to get back at you. Also the policy about attendance isn't the best. You are allowed the first three and any beyond that will count as a point against you. It doesn't matter if you have a doctors note. By your third one, you will get a write up. The call center can be stressful, a 30 minute lunch break isn't enough to get your mind right. Calls are recorded and you are evaluated every month on five picked at random. MODs are always eating, most of them and gossiping.