Sometimes Stressful, but Very Good Benefits
Customer Support Specialist (Current Employee) – Madison, WI – October 25, 2017
A typical day is spent on the phone assisting patients with signing up or recovering login access to online patient portals. Stressors include: non-stop work (as soon as you complete a call, the clock starts ticking and the next call comes in), occasional angry callers (they can be frustrated and will take it out on you), extreme level of patience needed when working with elderly callers who have little to no computer skills, loss of control (callers may not listen, talk over you, or want to be "right"). If you can remain calm and release some control, calls can go smoothly and feel rewarding. Co-workers are great and we love to vent frustrations, which helps to make work more enjoyable. Direct management (team leads) are supportive and helpful. Upper management lacks a strategy for dealing with turnover and even causes it by recruiting employees from this division to other divisions frequently. This leaves us with smaller numbers handling an ever-growing volume of callers. The job has good pay, but raises only come with time or requesting them. The benefits are quite good with a lot of time off, but it is a 24-hour call center, so Holidays may be required. You can work a lot of overtime by skipping lunches, working overtime, and covering shifts for employees with time off. 4/5 stars is because direct management, co-workers, and benefits are great. Work is oftentimes stressful, you are always "on", and there is no TGIF - you will work just as hard on Friday as every other day.
Benefits, Attentive Direct Management, Nice Co-workers, Overtime availability
Pace can be overwhelming, Callers can be hostile, Helping older callers with technology is challenging