Liberty Mutual Customer Service Agent Licensed Role
Pros
I get to work from home.
Cons
Low pay for the job they ultimately require you to do. Horrible training. Fake it 'til you make is something heard daily, but you are ultimately dealing with people's insurance coverage. Turnover tells it all. began with a class of 52. Only 13 of us made it to "Production," where you are supposed to make $1 extra/hour, and that extra $1 hasn't shown up yet on my paycheck. Supposed to be earning PTO from day one. My PTO, was labeled as "Vacation" and "Sick" and stopped accruing after my first full paycheck. Paid biweekly, on check stub number 5, and nothing has changed. Management is always threatening to fire you. Management only makes $1 more than the phoned positions and sometimes they make the same as the phoned, $15-$16/hour pay, as what's called a lateral move in the company. We are overly micro managed to the point where filling out an accounting of every second you are not literally answering phone calls, you have to fill out a report on it, and ultimately will need to fill out a report on the time it took you to fill out a report for the time it took you to fill out these reports. You have to work for the company for at least 60 days before you are able to use your license to work for another company without having to pay back the company for your licensing fees. The ones who actually made it this far are doing nothing more than planning their exit strategy. We were told our training time was even shortened versus past classes trained due to the company thinking it was spending too much on training. We are asked to do more and more with no increase in pay. PTO cannot be used for calling in sick. PTO must be requested at least 48 hours in advance and is not guaranteed approval. If PTO never gets approved, you will ultimately lose it, because the company is not required to pay out accrued PTO if you leave the company or get fired. The amount of time you spend on the phone, per call, is timed and critiqued for no less than 7 stats that are constantly posted every minute of every day, like, how many seconds did it take you to complete the call? how many seconds did you have the customer on hold? Did you try to sell them other insurance (AKA "LEADS")? Did you "Frame The Call" (AKA Repeat back to the customer what they want out of the phone call)? Did you "Take Ownership of the Call" (AKA Keep the phone call to what was framed so you can make the call a quick one)? Yet at the same time, make sure you try to sell them something more. It makes zero sense. They can see your screen and where your mouse goes and hear your calls as you are on that call, and they can go back and dissect them, critique them, then send you a list of everything you did wrong, but if you have more than one screen, they can't see the other screens, so they assume the worst and accuse you of what they assume you did wrong or assume you didn't do that you were supposed to, and you cannot disprove it, because you are not allowed to record your own screens to show them that you in fact did or did not do something wrong or required. They also recently announced that your schedule can be changed to hours the company needs to fill, due to so many calling out sick. They said it is up to us to keep an eye on this window that keeps a real-time look at your schedule for the day. If they add a meeting or coaching session, it is up to you to make sure you are off the phone in time to get into that meeting or coaching session, but you have to be a mind -reader to know when to take your last call and how long it will last. How would you know that? You can't. You just have to hope that there is some way you can end the call without offending the customer, because you are also required to "power close" every single call with script about a survey they might receive on your customer service, blah, blah, blah. If you get a bad survey -- even if the survey is because of the customer's feelings about the company, not you -- they will let you know about your bonus being affected by bad surveys and you may require a coaching and other negative affects it may have on you. Of course, no one I know has ever received a "bonus" for anything. It feels like how sweatshops began.
