Response Agent (Former Employee), Sault Ste. Marie, ON – August 18, 2014
low pay but a decent benefit package They did little things to make employees feel valued. Things like ice cream day when they brought ice cream in for everyone, grilled cheese day when the supes made us grilled cheese sandwiches
Minuses - short call time expectations, when all the caller knows is that they are on I-75 but not sure what state finding – more... them is going to take more than allotted call time
the irate callers who sometimes make death threats
For me and I probably shouldn't say this the best part of the job was the crazy calls like a customer who broke a branch off a tree to use as a gear shuft – less
Response Associate (Current Employee), Clarksville, TN – August 9, 2014
Pros: free lunch at times, overtime incentives
Cons: mandatory overtime
This is a great business to work for in general. They sold off part of their company and we all got bonuses based on how long we've worked it. The owners didnt have to give us any of that money, but they did. I know it helped a lot of us out since it was around Christmas. They like to offer incentives for overtime. If you work so many hours they will – more... give you so much money extra on your check. The incentive we have now is work 5 hours on Saturday or Sunday and get an extra $50, but you have to work certain times to get this money (9-2am & 3-8pm). Also they like to have activites to keep us motivated to keep doing the overtime especially when it gets strenuous through the crazy winter months. The only bad thing, I feel, is the crazy and rude customers. When you are having a bad day yourself and this customer is going off on you, it doesnt help ANY. – less
I had the experience to put a smile on my customers face.
Response Associate (Former Employee), Clarksville, TN – July 31, 2014
It was a call center for roadside assistance. I had the chance to talk to customers on a daily basis, and assist them with their roadside assistance needs, If I got to where I needed help with anything my supervisor or co-workers were right there to help me. I can't say that it was anything hard about this job. I enjoyed everything about it.
Not a lot of growth in the company especially with it being a new company
Dedicated State Farm Response Associate (Current Employee), Clarksville, TN – June 14, 2014
Pros: company does things for the employees when we meet quota
Cons: new people coming in are getting better shifts and days than people with senority
It is difficult having a steady family life especially when we are forced to do mandatory overtime during major winter storms, and we do not get any days off back to back our days are scheduled to work one day every weekend so we get off one day during the week and one day off during the weekend.
customer service rep (Current Employee), Tucson, AZ – June 13, 2014
Pros: most of the coworkers are awesome, qrp, lots of over time
Cons: condescending awards, time off, some supervisors, mandatory ot (i don't mind doing ot when i want but not forced)
All of the metrics are pretty easily attainable except for NOC, especially when you're trying to handle accident calls as a spike agent. The environment is decent. It's clean. They have an over priced little market in the break room which is nice if you forgot your lunch. 90% of the time they have half of the break room closed, so there isn't enough – more... space to sit for lunch. Like today I got to sit out in 102 degrees because all of the tables were taken. The supervisors try to help with all of your needs, but in reality they do not have much say in anything. They're of no help when it comes to needing time off. You have to submit your request to someone in another state through the computer and you can't even explain why you need the time off. Most of the time it is denied. The initial training I received was perfect. I was able to come out on the floor with an almost perfect score card. My training for accidents was appalling. I was ready to walk at that point. Luckily, through trial and error I have become a subject matter expert on accidents. My coworkers and I have a pretty strong support system. Like any call center, there are good and bad calls. The job does feel rewarding at times, especially when you can successfully get someone help in a timely manner. – less
Agero is a new and upcoming employer in Clarksville, Agero is working hard to become a household name in the community.
Operations Supervisor (Current Employee), Clarksville, TN – June 11, 2014
As a supervisor my day to day job is to coach and develop my team to be "heros' for customers disabled/stranded on the road. Having experience in the call center has taught me that no matter what the product is; at the end of the day it is about providing "excellent" customer service. I enjoy working with my peers, it has been a teaching and learning – more... experience each and every day. The hardest part of my job is to take agents who are inexperience with call center metric and develop them into great customer service representatives. Understanding that the customer calls for a reason and they are the subject matter experts that can make a customer's day. I enjoy watching people grow into their strenghts and meet their career goals. – less
Response Associate (Former Employee), sault ste. marie – May 14, 2014
Pros: coworkers are fantastic
Cons: pay, no promotions
-typical low pay and low end minimum wage job -bonus system payouts are incredibly small -company only cares about call volume rather than caring about the customer -management is a "little boys club" or "click" who promote the favored employees rather than the educated and skilled -management are former phone agents who have been employed there for – more... years rather than university educated or with real business experienced managers -operated like smalltown company with nepotism – less
Customer Service Rep (Former Employee), Tucson, AZ – April 27, 2014
Cons: hr department
answer calls help customers with roadside assistance. I have learned to be very patient with people when they are frustrated and mad. The co-works are very nice. Didnt really have a hard part of the job.
Customer Service Rep (Former Employee), Tucson, AZ – April 25, 2014
It is a great learning experience within roadside assistance. Co-Workers are worth working with, family is what they see you as. Just watch out for what management states. Everyone under management is always willing to help, support and a smile is expected to be seen from you.
Customer Service Representative (Former Employee), Clarksville, TN – April 6, 2014
As in any job there has to be a level of respect supervisors often time were rude and nasty and if you reported it then you became the problem. If your stats are high then your favored and if not you don't get the same treatment. You sit on the phone all day taking stressful calls from people who a lot of times have no idea where they are but yet need – more... a tow or tire change and you can leave no one stranded. Dispatchers complain about not being paid enough. The fact that they put a time limit on calls is ridiculous, in my opinion it limits your customer service. Thankful I wised up and got out when I did. Honestly it should have NO STARS... – less
response assoicate (Current Employee), Clarksville, TN – March 29, 2014
Answering phone and dispatching roadside I learn map skills most of management is there to help you sussed Co-workers where there to help each other hardest part of the job is to get my stats lower the most enjoyable is helping people
ACCOUNT MANAGER (Current Employee), Medford, MA – March 25, 2014
-morning meeting -checking emails -returning the previous day phone calls -print out client's case load -calling client's and apologizing for lack of roadside service -reviewing clientele codes and going over pending complaints -discussing ways to implement service in order to make it more convenient and acceptable for clients and customers.
Roadside Assistant (Former Employee), Sebring, FL – March 21, 2014
Pros: good pay, good benefits, relatively easy
Cons: stressful, short breaks, no bathroom breaks
A typical day in training is pretty boring. You stare at a computer for a long time and listen to your trainer tell you about stuff. When you start out on the floor it feels overwhelming at first but you have coaches and trainers there to help. They might seem unenthused to answer your questions but that's why they are there! (they also get an incentive – more... if you do well, so don't feel bad for using and abusing)
I learned many tricks and tips on how to ask customers their location, keep calls short, get the information you need, and document document document!
Management is a mixed bag. If you are friendly and have a good rapport they will pretty much accommodate you. We had a few girls who just kept playing hooky but told managers they were stressed and were allowed to come back. I was stressed beyond all measure, called out one day and I was told I could not come back.
Hardest part (if you're a smoker) is trying to fit a cigarette, bathroom, grabbing a drink, etc, in 10 minutes. Lunches are a half hour. If you have to use the bathroom you better hold it until its break time. You do get 3 breaks which are 10 minutes long, but sometimes they are scheduled oddly.
The most enjoyable part of the job was helping people. That sense of satisfaction when you finally figure out where someone is, you finally secure service, etc is totally worth it. The pay is also really nice.
If you can keep your calls going through, everyone happy, and management likes you stick with it. I really wish I could come back. – less
Dispatcher (Current Employee), Tucson, AZ – March 20, 2014
Pros: small paycheck
Cons: micro managed, awful culture, company doesnt care about the customers nor their workers
Dispatcher position with Agero is extremely stressful and demanding and as an independent contractor working through Arise Virtual Solutions there is an unhealthy amount of micro managing and the company seems to care more about the quantity of calls each rep can produce at the expense of the quality of customer service provided to each customer. The – more... metrics are terribly unrealistic and the expectation to process a customers road svc rqst and dispatch service to a towing company within the 6 min we are alotted while demanding extraordinary service is too much stress for so little money. The company does not value their workers and this is only a hold over job if that. Agero was once named Cross Country and they had a bad reputation then and still do. Customers are stranded for hours in inclimate weather due to the company and their contracted tow companies negligence yet the dispatcher is the person being demeaned and screamed at over and over on each call. I am desperately in search of another opportunity as the stress is unbearable and this is the WORST job I have ever had. – less