Customer Service Claims Representative (Current Employee) – Springfield, VA – February 17, 2014
A typical work day consists of multi-tasking and incorporating outstanding customer service skills with administrative duties.
I have learned during my time with the company how to work efficiently, quickly, and accurately.
My coworkers and I have a great relationship; we always work together as a team.
The hardest part of my job would be the lack of consistency with receiving positive feedback.
The most enjoyable part of my job is the interaction with the customers. I truly love to give customer service with a standard of excellence, being able to smile and make their day better is the best form of motivation.
Service Consultant (Former Employee) – Mayfield Village, Ohio – October 4, 2015
A typical day at work includes logging on to my computer. I generally start by checking updates and alerts throughout the company. I then check my e-mail for any upcoming events or training for the week. I have learned this is important prior to start taking calls since sometimes there can be changes on handling calls. Management is outstanding and my co-workers are a pleasure to work with. The most difficult part of my job is when a customer is irate to the point of disrespecting Service Consultants without regards to giving us an opportunity to serve their needs. The most enjoyable part of my job is at the end of each call a customer is satisfied and knowing they have made the right choice by choosing our company for their insurance needs.
Constant recognition for all employees for a job well done!, My company also has an on site work out facitliy.
I personally have no conflicts towards my employer.
Auto Damage Appraiser (Former Employee) – Reading, Pa – October 1, 2015
The non-management employees are great. Progressive used to be a great company for employee's in general, but that's changed a lot. The company is heavily based on reports and numbers, but management doesn't care why the numbers are what they are. This is very frustrating when employees under obviously different conditions are compared against each other. Long time employee's have seen the company's change and don't like the feeling of just being a number now. They are running out the "people" people in management that made the company great for people who like to endlessly chase stats.
CSR (Former Employee) – Phoenix, AZ – September 23, 2015
Best job I have ever had. Promotes within and pays for your licensing. Very employee eccentric. The building itself is well secure and offers many things for their employees such as a gym, daycare, massages, a room to rest in and personal bathrooms. The job was fun and the coaches were great to learn from.
Excellent training program, lots of catered lunches, gym, daycare, sleep room
Pricing Analyst (Former Employee) – Mayfield Village, OH – September 21, 2015
Great place to work to learn a lot from the best and brightest about insurance pricing and analysis. No where better to learn. Company is overall a pretty good place. They don't have a great mission, so it can be a bit tough to clearly see what purpose you're working towards.
Learn a lot/smart coworkers
Big public company/sense of purpose in work doesn't always seem apparent
Claims Generalist Associate (Former Employee) – Atlanta, GA – September 17, 2015
The company will not hire enough staff to compensate for the amount of volume they receive on a daily basis. They do not provide overtime and expect you to work until the job is done even if it is everyday.
Terrible Management and Communication throughout the company
Customer Service Representative (Former Employee) – Riverview, FL – September 13, 2015
When I started Progressive was a great place to work, but they incorporated a lot of changes over the last three years that changed the environment. Through these changes they lost countless tenured employees and embittered others. I tried to stay positive. Progressive was still a decent place to work at, just not "one of the best places to work" like it had been. That being said, I worked in the call center. When I first started there was a steady call volume, but not overwhelming. But that changed to an environment of back-to-back high stress calls. There is very little if any off-time from the phones. Pay is equal or greater to similar jobs in the area and there are many opportunity for advancement if you can perform well enough in your position. The problem is that the expectations are constantly being increased, which makes it difficult to meet your metrics. That and the fact that they continued to add on new metrics without removing any of the old ones. The number of things you were expected to do on a call that had nothing to do with assisting the customer was unbelievable. There were equal amounts of amazing managers and mediocre ones so the environment was also dependent on who you had for a manager. However, there were frequent management changes. In my three years at Progressive I had 6 different managers/teams. No joke. I will say camaraderie at Progressive is amazing. I always got along fantastically with my co-workers, but because teams changed so frequently it was difficult to develop lasting relationships. All in all, it probably doesn't seem so bad, becausemore... it wasn't. It's just a shame that Progressive lost what made it a great place to work. Working there did give me a wealth of knowledge on insurance and helped me greatly further my customer service skills and that I appreciate. One great thing that Progressive has going for it is their focus on the customer. There was no call length expectation, because the most important thing for them was that you took care of the customer the right way the first time. There was a big emphasis on trying to understand your customer and communicate to them on that level. Kudos to Progressive on that. Another benefit was that our breaks weren't scheduled and we were allowed to take them whenever we wanted, which was an unspeakable perk. They also had a profit-sharing program that gave us a big bonus every year. Coincidentally paying out right before Christmas, which counteracted the fact that there was is no Christmas bonus/gift.less
Good compensation, Control of your own breaks, flexible scheduling, on-site gym, on-site health care, profit sharing, opportunities for advancement, no uniforms/appearance guildeines, contests/perks
Meager healthcare benefits, unreasonable metrics, constant changes, inconsistent communication between some management
Resolution Specialist (Current Employee) – Mayfield Village, OH – September 11, 2015
Progressive has a great atmosphere. They are very accepting to all walks of life. I 've learned alot about not making excuses, If something doesn't work fix. Its all about the big picture. I've learned that focusing and listening to the customer should always be priority #1.
I lean something new everyday and it is never boring!