Pros: free pizza, free bagels
Cons: poor pay, management is all a clique
Disclaimer: this review only covers the customer care position. I cannot speak on behalf of other positions in the company.
A typical day involves clocking in and logging in to the phones, 3 or 4 different systems (sales database, knowledge base, crm software, etc) Once ready, you start taking calls and don't stop. While taking calls, you are expected to answer customer emails and assist with customers who choose to chat. If you are a dedicated chat agent, you have to juggle three chats at once. This usually makes for an interesting day. However, it gets old real quick. The same problems usually present themselves at least 5 times a day. Although it can usually be a simple fix, there are rules that will prevent you from truly assisting the customer.
Another thing that is really messed up here is the Q/A scoring. For example, you could have the most irate customer and the most difficult situation and handle it perfectly. However, if you make a data entry problem then that call is considered a fatal. A fatal is the worst score (0%) Your overall livelihood here at Rosetta Stone is your QA score. It doesn't matter how smart or helpful you are to the customers. The score is the only thing that matters. I hav. e seen really good agents get terminated because their scores were not satisfactory. This leads me up to management.
The management here are a bunch of local people who have known each other for years and years. They once took calls, did emails, etc but somehow were selected team leader, supervisor, manager or director. The problem is they did this at least five years ago. – more... Things have drastically changed. They are trying to use modern thought process with their old mentality. It is not working. Since management is a tight group they also bully people for basically thinking outside the box. Management is almost in a meeting of some sorts most of the day. Your next line of help is a team lead. Team leads are usually overworked and burnt out
I could go on and on. If you are a mentally tough person and can handle getting yelled at most of the day by customers go for it. The pay is below average. There are not many jobs in Harrisonburg. At least it might be a good job for someone. However, there is very little chance for advancement outside the customer care area.
If you want to know more: A good review titled "Cleverly disguised as a sweatshop" is 100% accurate as well. – less