The leadership overseeing this location is disconnected from daily operations. As a CSP, I was directed by the DGM to leave the front desk to follow clients to the back of the building for bathroom escorts. While I was away, I was unsure if the desk was even being monitored. Furthermore, there was almost never anyone assigned to cover the front desk while I took my lunch breaks.
Communication is a significant hurdle. Management is often at other offices or in hour-long online meetings every morning, leaving me for an extra hour without any help for front-desk issues. Customers would frequently arrive upset because they had scheduled appointments with a CSP; I’m unsure if this was a system error or a management decision, but it created unnecessary conflict at the front desk. Additionally, closing duties frequently included having to clean dried urine from the bathroom floor.
The scheduling was the final issue. My schedule was increased to 60 hours for the following week without any mention of overtime pay. I was suddenly required to work a weekend during a planned family event. When I brought this up, the DGM simply said, "everybody works weekends." I have worked weekends in other occupations, but the issue here was that this was never discussed or mentioned until the last minute.