Dental Insurance Representative (Former Employee), Denver, CO – May 20, 2013
Pros: i got to work from my home, helped me a lot due to having ibs
Cons: didn't receive the help that i was promised.
I would take inbound calls from healthcare providers, the policy holder and members on their account. I would look into accounts to see if claims have been recived and if they have been paid or if they haven't and see why they haven't been paid. I would also give a breakdown of the customer's benefits and look into their history to see what procedures – more... done. I would also make sure the account was still active. The only thing that was hard was that none of the upper management was on the same page and the made it hard to really be giving out the correct information and to do my job right. I was on two step plans and I never got the help that I was told I was going to get. But I did on my own personal time I looked things over and made a huge binder of notes that I would refer to to answer the caller's question(s). As for my co-workers they were great, we all stepped up and helped each other when needed. Which really helped because we were in a room and would need to ask questions when needed but some of the management would be busy helping other co-workers or doing some other work so it was great that all of us worked together and we were all team players. – less
Customer Care Representative Escalator/Supervisor (Former Employee), Denver, CO – May 18, 2013
Cons: work from home
For individuals that desire to deal with customers and not deal with technical issues this position was not good. The constant change in job requirements and without pay increase was not good. They attempt to cross all different aspects of the company into one job to avoid paying each individual position what it is worth. Pay was extremely low.
Coach (Current Employee), Arvada, Colorado – May 17, 2013
Pros: work/life balance
Cons: layoffs expected /poor management
The work/life Balance is good I will give that 3 stars. Beware they advertise benefits there is none. Beware of GE programs. On most GE programs you will not have any support on weekends the biggest shopping days. All but one Team Lead take weekends off and the coaches that are present are not much help. The demands are very high --Sykes/Alpine has – more... taken away many of the bonuses for the CCPs and/or they make excuses its the client but it is Alpine doing this. I know this because I am a Coach. I have asked fellow workers (Coach and Team Leads) lets rotate our shifts on Saturdays and I was treated very badly for bringing this up. They are very immature. They sit in a special chat room and make fun of the CCPs as well. Very immature. Last year one program did have layoffs and we expect more in the future.
I have worked in live call centers and I will say it not that bad in comparison to Sykes/Alpine it is changing and not for the good. It was bad management on Alpine's part is the reason for Sykes purchasing us. – less
FLEX TEAM LEADER (Current Employee), Most States, USA and CA – May 15, 2013
Pros: work from home, independence
Cons: slow periods with short (hours at a time) layoffs
One of the few work from companies that really works. This is an awesome place to work, they provide almost everything you need except for home phone line, headset etc. Paid training, great bosses, many different programs to choose from.
SHIFT LEAD (Current Employee), Denver, CO – May 15, 2013
Pros: life/work balance, some opportunity to move up
Cons: benefits, pay
Working as a coach is rewarding in being able to assist Customer Care Representatives be the best they can be. Those that I go to are knowledgeable, supportive, and assist in me being all I can be. The hardest part of this job is having the patience as the company shifts and changes to be a better company. It is a friendly atmosphere with a lot of support. – more... I have learned a new management style. – less
CCP (Current Employee), Westminster, Colorado – May 14, 2013
Pros: good part-time job
Cons: money, immaturity, program support
This job at Sykes/Alpine is good for work/life balance only, other than that the only way to advance is to be in a "click." as with any work from home job. One big issue is that on most of the programs you will have to work one weekend day. Not a biggie, but here is the problem with that-- weekend days are the biggest shopping days for most consumers – more... and we don't have many Team Leads working those days on weekends or Coaches. So when there is a problem there is no way to resolve your issue in a timely manger. The customer suffers and so does the client. I would think they would rotate the Team Leads. Most of those Team leads are very immature as well.
So, it a good little part-time job and if you can look past the high school behavior and the lack of support from Team leads on weekends you will do fine. – less
Customer Service Representative (Former Employee), Ocala, FL – May 7, 2013
Pros: work at home, flexible when part time
Cons: not enough time with managers and trainers, not enough hours if too slow
When I work part time during busy season for the program I was on, it was wonderful. However, when slow season comes, you wish you were full time as I most recently only got 7-10 hours per week. Management often does not have time to coach, have one on ones, or do follow-up training for their employees. I loved the work at home experience, but it was – more... hard to advance with so much competition between representatives and the metric requirements. – less
Technical support helps (Former Employee), bradenton, fl – May 6, 2013
Alpine access is a work from home company. I was offered a month of training, and after the training, we went live to start taking actual phone calls. We were not offered much support when people had difficulties with things, that we could not help with.
Customer Service Representative (Former Employee), Denver, CO – April 18, 2013
Pros: no commute, no uniform- could seriosly work in your jammies!
Cons: pay, lack of compassionate management staff, lack of ability to comment on any unfair work practices
i was hired for a new program launch. Many promises were made and right up front we were told to expect frequent policy changes until management found a system that worked. Many problems were immediately blamed on the calls originally being routed overseas, however that wasn't an issue. Constantly being logged out(clocked out), being told to take many – more... unpaid breaks, and having to sit your ENTIRE shift to see if you would be allowed to log in to work. Coaches were rude, and pretty much tell you to solve problems yourself because you have the exact same tools as they do. Honestly, if the rules and policies hadn't changed pretty much hourly, things would be greatly improved. Not being able to work the hours you are scheduled was a complete joke. Supposed to have a weekly 1:1 with your teamlead, yet in the 7 months I worked there, I didnt receive 1 until my last week. I hate that I had to leave because I do know other programs were much better. Pay raises were non existent as you have to work 3000 hours to be eligible, yet with the constant jump offs it would take YEARS to bank that many hours for a .25 raise. The companies that they are contracted to take calls for are paying a decent wage to Sykes at Home, yet they are just pocketing it. Makes it feel like you work for a staffing agency, where they get say, $15 an hour yet pay you $9 to do the job the client feels is worth $15. Also, if you ever try to use the open door policy to express your concerns over the labor law violations of them logging you out from the phone system(being logged in is how you show you are *on the clock*), you in essence paint a target on your back. Honestly, for the investment you have to put in, the commute to work may be worth it! – less
Customer Service - Non-profit Organization (Current Employee), Work from Home – April 17, 2013
Pros: no commute, flexible hours, plenty of support, good 2nd job
Cons: low pay, no benefits, difficult to advance, constantly changing expectations
I've worked for AA for about 1 1/2 years doing customer service for a large non-profit organization. I've had great experience with a great Supervisor and terrible experience with a lousy Supervisor. Most of my coworkers are amazing and wonderfully friendly and helpful. The job has proven to be steady and a nice 2nd job. Expectations change often as – more... the client requests. Seems very disorganized at times. AA is a great stay at home job. – less
Customer care professional xbox (Former Employee), North Carolina – March 24, 2013
Pros: work from home
Cons: short breaks, low pay, horrible training, unorganized, rude management
My friend recommended this job to me and I was very skeptical. I got in on CCP for xbox.. I paid for my background, 2 headsets, keypad, added phone service.. alot of headache just to work from home. But when I started it was pretty fun..then training just sort of flew by and I realized it wasn't as easy as I thought. After finally gettin in production. – more... The calls seemed so fake. The Team Leads were very rude. And if u made negative remarks you would get criticized by your so called callers. Half way through they say they need to get rid of billing and move some people to universal. They told ALOT of lies. Policies, rules, statements kept changing. It began to be a mess and very unorganized. Everything seemed so superficial. My Team Lead well pretty much all if them were jerks..purposely ignored me. The job I started off loving began to be a nughtmare! During a meeting I was told to stay on and was accused of accessing an account.. while in training so I had yo be let go. It was ridiculous. The story they made up was BS obviously and I was never even contacted by HR about my termination. Ive never been fired in my life. Its probably going to affect my ability to work some where else. I would just stay away from this company, they seem fishy and only about getting their money. My Team Lead was a liar. I hate him now. The pay was eh, benefits are horrible, long hours on some days, back to back calls, or jump offs. I was missing alot of hours. – less
Assisting customers (Former Employee), Denver, CO – February 28, 2013
i thought i was going to enjoy working from home but it turned out to be a nightmare.between tech issues on their side that they will blame you for you dont get paid.. i have not been paid for many many hours of time that i actually worked. Horrible..stay away.. they are now known as sykes
Customer Care Professional (Former Employee), Denver, CO – February 27, 2013
Pros: working from home
It is a great place to work part time especially since it is from home. You will learn a lot about the industry that you will be assigned. Alpine does a great job training. Although you never see your co-workers everyone supports you in your growth.
Pros: spending more time at home means less cost associated with travel and food expenses.
Cons: spending more time at home also means sometimes feeling less motivated to maintain a social life.
I absolutely loved working with Alpine Access. There are great opportunities for growth with this company and it is great for those who would like to get some additional experience working from home in a virtual call center. A day at Alpine Access was essentially no different than any call center job. There are some notable differences though, the amount – more... of trust this companies has in it's employees is unparalleled. I took a lot from my time with Alpine Access most importantly being self discipline. There is no one there to make sure you report to work or hound you when you don't come in, for the most part you have to be responsible for doing the job you were hired for and taking that position seriously. That being said the hardest part of working with this company was creating a work/life balance. Since you are always at home working it can be increasingly difficult to find that happy place to decompress after a stressful shift, but you have to actively carve out time to do just that. I loved this job, I was able to work autonomously from home with little to no actual supervision. The team leads typically do not use a system of micro managing the subordinate employees, and that can not be said too commonly about positions like this in brick and mortar locations. – less