Here's what people have asked and answered about working for and interviewing at RealTruck.
Eliminate returns/service/ first responders and just combine them in to one, you could perhaps call them customer service reps. There is no reason why a CSR can't answer a phone and process a return or file a claim. Customer wouldn't feel as if they were being passed around, and first resonders wouldn't feel as useless, while also evening out the workload. Also when customers call to cancel orders, allow the first person taking the call to put in the cancellation request, it would literally save the company thousands of dollars and less work for the next employee it gets passed off to.
Minimum 2.5 hours of overtime a week, unless you want to provide actual service to the customers needing help. If you do, then you will be working 55-60 a week on and off of the clock.