Pros
Most of the people are wonderful I learned extreme self-discipline and how to efficiently multi-task under pressure
Cons
Please take this and the other negative reviews into consideration. The negative reviews are the true ones. The positive reviews are there because we were told to write them when a negative review was received. First and foremost, know that this is a call center and as such you will be micromanaged every second of every workday. I think they're getting better in the hiring process but for me and many others, we were told we'd be on inbound calls about 2 hours a day which is a bald-faced lie. You spend 6-7 hours of your workday taking inbound calls with only 25 seconds between each. If you take more than 25 seconds between calls you are almost always approached by a team lead asking why you’re taking longer. I understand that this is how call centers must be run but I want potential employees to know exactly what they’re in for before committing years of their lives to a job that will make them miserable. If you choose to work as a service agent you will be the company pack mule. They’ll pile on the workload of about 3 people and then run you into the ground, all the while asking why you aren’t more efficient or why you haven’t volunteered for projects or why you don’t come to Saturday workdays. Yes, they want you to come in and work most Saturdays because as a department they are days, if not weeks, behind. It’s voluntary (so you don’t get paid for it) but if you don’t work at least a few Saturdays a month you won’t be considered for a promotion. One of the main reasons you’ll be a pack mule is because Goosehead pumps out sales agents so quickly that they’re improperly trained and write incorrect or bad policies every single day. When the client figures this out it’s your job to clean up the disaster that was created. If the client hasn’t figured it out yet, it’s your job to contact them letting them know the agent wrote their policy wrong (but never actually telling them that). Those are some enjoyable interactions… I believe the company has grown too fast for its own good. The management that has been promoted is too young, too inexperienced, and too immature. Service agents lack respect for a disproportionately large amount of the team leads and team managers. This is completely warranted as many of them are selfish, rude, and think they’re “cool” because they got promoted so quickly. This is NOT a meritocracy. I knew a shocking amount of service agents who worked at Goosehead for multiple years, had outstanding KPIs and good relationships with sales agents, yet they were never put forward for promotion. These were also the brightest service agents at the company. It seems Goosehead only wants sheep leading their flock. Or the ones who gave in and finely drank the Cool Aid. I could go on and on about my mental health decline (due to working here), my integrity being sacrificed, being punished for things I never did, people nearly being fired because they lost a dear friend or family member and missed work, and so much more. But I’ll end with this last tidbit to really drive the point: If a team lead, team manager, or service director doesn’t like you you can kiss your chances of promotion goodbye, no matter how stellar your work ethic. These people are all best friends: living together, partying together, sleeping together, traveling together. And some of them are even related to each other. The conflict of interest is layers deep. Say you and a team manager both have strong personalities. If those personalities clash and the team manager lacks emotional intelligence, each time you come up for promotion that one person will determine your future at the company. I saw this happen to people over and over. I saw people upset, crying, and confused when they weren't selected for the leadership program or a team lead position. People who would have made outstanding leaders and slowed down turnover (which was at or just over 50 percent at my last town hall meeting). Something is very wrong within the service department at Goosehead Insurance. I know the managers are aware as they're scrambling to right the ship, but I don't known if they are good enough to. I don't see the future of the company being a very healthy one if this trend continues. Knowing this, if you're a creative person who works best on your own stay very, very far away from Goosehead. If you suffer from depression and/or anxiety you should also stay away. This work environment will only make it worse. I hope this helps steer people away from Goosehead and toward a job they truly will thrive in.
