Computershare Customer Service Representative reviews

vacation and paid time off not good

Most of your PTO will be used as unscheduled time off (calling out) because getting prior approval is a nightmare. You are REQUIRED to check a calendar before submitting a time off request to see if slots are available. IF a slot is available, you submit your request and wait for approval. While you are required to give plenty of notice of anticipated time off, they are not required to make sure the requests are approved in a timely manner and keep the calendar updated. I've submitted requests MONTHS in advance after seeing ALL slots open, only to be denied. You want to plan a family vacation? Good luck! Each unscheduled day off counts as an occurrence. 8 occurrences in a rolling 6 month period gets you written up and put on corrective action. Any additional occurrences while on CA gets you fired. So, while a pro would be the available paid time off, the con of not being able to use it to actually have a decent work/life balance (as the company claims to support) overshadows it. *You will not get decent raises. I've been with the company for over 3 years and do not make more than $2 an hour more than when I started. Instead, I've been told I am lucky to receive ANYTHING for a raise. Considering how the company is hiring for my exact position with a starting pay of $3 an hour LESS than I was hired at (which says a lot about the value the company places on the role), I guess I should feel lucky. *You will not advance. The company claims to have easy paths for promotion. This is not true. There are so many barriers to entry, there is no path ahead. *You are required to maintain ridiculous efficiency metrics while the company is implementing procedures that work against that goal. You need sale approval? CALL resolution desk, which almost always has a high wait time. 5-15 minutes is not uncommon, and remember, you need to keep your call UNDER 8 minutes. *Quality reviews are a joke. They cut and paste comments. They take points off, saying you didn't do something, but when you review the call (IF you have time--company provides NO time for you to actually review anything) you find you did in fact do it. Pushing back doesn't bring corrections. It brings further marks off on future reviews. Reviews vary according to who is doing them. Quality manager says not offer SMS alerts when accounts are being transferred. Some of her underlings will take points off for not offering it when accounts are being transferred. You will not know if what you're doing is right, even if you follow the horrible DOP to the letter because one quality reviewer will mark you down while another won't. *Training is never on par with what the job actually entails. You will be held responsible for not knowing how to do your job. No, it doesn't matter if you've been told 3 different things from 3 different people, all of whom are supposed to know better because they're your higher ups. When forced onto new splits, training is usually a self directed e-learning or a "meeting" where you're talked at for an hour, with very little truly informative information being relayed. *Before you're settled into the job, you will be trained for additional companies with special handling requirements. No, you are not asked ahead of time. Everything is "do it or you can quit". You will be in a constant state of not knowing what's going on from one call to the next, while being expected to meet additional and changing requirements. You will end up slammed with calls from the time you go into ready status until the time you complete your shift. Which, by the way, will NOT be at your scheduled end time. You see, while you are not allowed to cut into their scheduled time for you without consequences, they can cut into your private time DAILY. You MUST finish the call you're on when the shift ends, even if that call ends up being an hour long and comes in 10 seconds (literally) before your shift ends. You are not allowed to be out of ready status for ANY reason 1 hour prior to your scheduled end time. You have to take the call, and you have to finish it. It does not matter what you have going on in your personal life or that anything after your scheduled end time is supposed to be your time. (Where's that work life balance the company brags about? Why can't we be given 5-10 minutes to, I don't know, review our quality reviews? That is a requirement, yet it's impossible to keep up with them when there is NO time between calls during shifts.) *You WILL be forced to take abuse from callers who are rightfully upset because no one in this company knows their job and it costs shareholders time and money. You are only allowed to disconnect abusive callers if they are making racist comments or swearing, but you can only disconnect after you give them 3 warning. Your mental health is not a concern. You're told "not to take it personal". That only goes so far when call after call (and you will be flooded with calls the whole day) is an irate caller who manages to be abusive without going far enough to warrant warnings and disconnections. Have PTSD like I do? Don't take this job. The company insurance is pathetic and you won't be able to afford your therapist. *Overall, this position is all about high turnover so the company can save money. They will continually increase expectations while getting in your way of achieving anything so if you do stick it out, they have "valid" justifications for blaming YOU for not being able to do well enough to DESERVE a raise or a promotion. And, they get skilled reps for slightly higher pay than newcomers. Win-win for them. Lose-lose for you. They talk a big game about integrity and valuing their employees, but it's all lies. The truth is you are replaceable, and you WILL be treated as such, at all times.