A company on the brink of disaster
Customer Service Representative (Current Employee) – Blue Ash, OH – May 24, 2018
From device problem after device problem to dealing with individuals convicted of drunk driving and strong arming them into signing with Lifesafer, Guardian, or Monitech call after call, this job is very draining. Management is aware of device issues and continually promise they are being fixed, but those of us on the front line have to deal with customers who can start their vehicles without tests or who can not start their vehicle at all. This used to be a great place to work but executive leadership changed roughly a year ago and it has been downhill ever since. Management doesn't even want to stay and has become a revolving door. There is no direction, no sense of purpose, no vision. Favorites are the only ones who get ahead and anyone who rocks the boat, speaks the truth, stands up for something is quickly shown the door under this regime. You learn to keep your head down, your mouth shut, and do the minimum necessary to not draw attention to yourself. Agents sell three brands and have to toggle between archaic and cumbersome systems to enroll or service a client and have to place outbound calls to service centers, most of which do not answer. Goals are adjusted almost daily and are very person-dependent. The goal for availability is 72% but my commission is being held back because one person thinks my 82% is not good enough.
as someone else stated, the chair spins