Severe micro managing. Constant finger pointing every day when you start work pointing out petty mistakes they found by running a spreadsheet. No help when times are busy. People entering management positions after 2-3 years knowing only how to run spreadsheets and no clue about how to work with people. Benefits used to be better and now go up every year along with co pays. No support from upper management.
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I’ve been working in Auto damage for over a decade. I have no idea why I have stayed other than I got paid just enough to justify to myself to keep staying. This job has sapped my soul to nothing and everyday when I boot up I expect to see emails of where I made a “mistake”. Our calls are recorded and graded which I get and understand. However the people grading our calls literally look for any reason to downgrade the interaction with customers.
Metrics is also another horrible grading process. Nearly every year we get told they are messed up for literally half the year. And we rarely get updates because they are messed up. Then management utilizes these messed up metrics to treat us like we are terrible employees. They change the goal post every year so it’s almost pointless to try. Roughly 70% of your metrics aren’t even controllable. It’s pure luck. Customer surveys make up 20% of your annual grade. You can’t speak about the survey to the customer and if a customer turns in a survey you only pass if they rate you excellent. They have an 80% chance to rate you a Zero.
We used to be able to select parts that would make sense to expedite the repair and save on rental downtime. Now management requires we select the cheapest part no matter the distance which in turn has increased rental downtime. Then management reviews your rental and says your rental is too high.
On total losses I get told I need to limit rental per the policy and state laws and I follow it to improve my metrics but the second the customer complains management will give them more rental. Then the circle of saying I am paying too much rental starts up again.
We are no longer treated like professionals and honestly I am afraid to make any move without asking my supervisor out of fear I will show up on some report to make me look like a terrible employee.
There is no work life balance. This company breaks state laws on the daily. In regards to breaks and lunches. I went years skipping lunch and starting an hour or 2 early just to try and manage a caseload meant for 2 people. I was made to feel guilty about claiming overtime so I would usually submit half the time or less if what I worked out of fear they would look into my files to just find a mistake. For over 8 years I was at the max rating of what they rate in case load closures and management still has the audacity to criticize why I am not getting stuff done. Overtime is not even worth claiming because they criticize every move you make and made to feel terrible if they have to pay you a few extra dollars.
