Team Lead - Customer Service Team Lead Enova Employee Review

Wonderful team and work environment. They have a bullet proof system going that you can tell management took time and learned from lots of feedback. Many young successful reps working 10+ years. Inspiring.

No cons at this time

NONE AT ALL. Not even remote work.

I worked for them for over a year. It’s absolutely horrible. This company should be considered so illegal. They are MAJOR micromanagers to an extreme level. You work taking phone calls and if you switch off the “queue” to stop taking phone calls, for 5 min, they will message you asking why you aren’t working, even if you are working like leaving notes on a customers account. They also make this affect your stats and metrics which they use to keep you in place also use it as an excuse to give you smaller bonuses. Getting a raise? Forget about it. There’s no chance at all they majorly play favorites. They will give you empty promises and lead you on for any raise or even moving departments. They also DO NOT care how you’re treated by anyone, they’re so worried about their money that their employees don’t mean anything. They will allow customers to say the most horrid things to you 500 times and they don’t care to do anything, you’re also not allowed to stand up for yourself in anyway. You just have to sit there and take it. No matter what you do in your day working here, it is never good enough. You will always be told well this can be so much better why can’t you just do it this way. Also don’t expect any help from any managers. If you ask a simple question, they respond either 3 ways - 1. They respond with a completely different process that has nothing to do with what you’re asking. 2. They simply don’t answer at all. 3. They half answer because they’re lazy There are multiple things managers are supposed to take over to do with a customer but they will not just so they don’t have to take a phone call. They will simply tell you to “tell the customer go online or call back good luck” Every call is graded. A few here and they’re by actual humans but all calls by AI - this is how they get your “metrics” the AI system they use is horrible. You could take 2 phone calls and use the same exact words and conversations and the AI system will grade one perfect and the other it will say you did “poor” and give you 0’s on metrics they grade on. That affects your bound if you’re lucky enough to even get one. They also require you to do a call closing, if a customer hangs up before you can even say it, you get graded a 0 no matter what. And yes that also affects your bonus. This job isn’t based on just you. They want you to worry about your co workers stats. So if your co workers don’t do good enough that also affects YOUR bonus. When it comes to time off, they’ll give you PTO, UTO (unpaid time off). Then they give you “My time” and “My time unplanned” - for the year. Now if you use your benefit time to 0 - which in my case I did due to severe illness, NEVER used it for the purpose of just because I wanted to. If you hit 0 they start giving you attendance points. Yeah you heard me. You, a grown adult, taking time off for anything no matter how serious, attendance points. Even if you tell them months in advance. I NEVER gave them 2 weeks or less of a notice and they will still give you points for it. If you hit 5 it’s a written, if you hit 6 it’s a final / termination. Also using the UTO will give you points so what’s the point of that?? I should also add - they will give you written warnings for any metrics not being good enough. I was given one for one metric being 2% below. 2%. Which also affects your bonuses. This company will do ANYTHING not to pay you While there was some pleasant customers, majority of the people calling in were absolutely disgusting. Working this job the people you think you’re there to help will treat you like scum of the earth. They say the worst things I’ve ever heard. After a call like this they don’t give you a few minutes to compose yourself, they give you 30 seconds before the next call. When this happens, the company turns their heads they won’t defend you in anyway. While the higher ups sit in their cushy chairs doing fake work all day and making twice the amount you do, you get the short end of the stick for crappy pay. When I hit my 1 year anniversary they did not make it about me. No raise, no personal congratulations, no swag, NOTHING. Not even a gift card. Instead they sent me a message that said “As a tenured Enova team member, your opinion on Enova means a lot. In conjunction with your Enoversary, would you consider writing a public review to give candidates better insight into what it's like to work at Enova?” Yep. They really said congrats on 1 year now write us a review about how great we are This company will not listen to anything you have to say. They do not care about you. They do not want to see you grow. This place WILL ruin your mental health. You WILL dread the thought of working every day and you will hate your life. I left as soon as I could. If I were you I’d AVOID THIS PLACE AT ALL COST. YOU CAN DO SO MUCH BETTER!!!!! If I could say one thing to the higher up people who make the rules - IF YOU DONT WORK THE PHONES, STOP PUTTING CERTAIN THINGS IN PLACE YOU THINK IS HELPFUL. YOU HAVE PROBABLY NEVER TAKEN A CALL IN YOUR LIFE SO PLEASE FOR ALL YOUR FUTURE EMPLOYEES STOP MAKING THE JOB SO HARD!! CUSTOMER SERVICE IS EASY, ITS THE STUPID METRICS AND RULES YOU PUT IN PLACE THAT MAKE IT ALL IMPOSSIBLE. You make it so your employees are screwed if they do, screwed if they don’t.