terrible company to work for
Customer Service Representative (Former Employee) – buffalo grove – June 28, 2018
The main concerns that I would like to share with you are: inadequate training, unlimited calls back to back and hundreds of emails from other departments along with Skype, not enough staffing, and no time for follow up or the ability to provide through customer service to the cardholders that call in for help.
In order to perform our job, we were given three days of training, along with a couple of hours to listen to live calls with a supervisor before being placed on the floor. My superiors felt that we workers should not ask for assistance with the three programs that we
simultaneously work with; I believe the reason for this is that they are as busy and they do not have the time to assist us as they are on the phones as well. I have been in customer service-call centers and I find it unbelievable that there is no manual for polices and procedure or reference to any training aids beyond our initial training.
We were required to close 166 cases per day and often times I was not able to effectively assist cardholders especially the elderly and individuals that have no ideal on how to access digital wallet, or redeem a tokens I found it impossible to provide adequate customer service and working there frustrated me more and more to the point I was not able to perform my job under those conditions. I understand that you have service goals, and being that we have all these cardholders and clients, it is important that we need to be able to find time to help these people by providing excellent customer service as well as meet the company’s goals.