Worked here for two years and after getting "promoted" never got a raise. They don't have a tech support team so what they do is promote you to a "hybrid" which is basically tech support with access to more network tools to troubleshoot plus everything you were already doing as a CSR. You get more responsibilities but no compensation for it. Only few ever get this promotion because most of the people there don't know what they're doing. Within the first 3 months i knew more than people that have been there for years. Me and a colleague who was also a hybrid became the go to guys for tech support and would constantly be approached for help by most CSR's in our call center. I took leadership and would assist everyone I could and even at times be off the phone for hours helping people. i went above and beyond and even knew more than a supervisor who was a cool guy and I never received a raise. I requested multiple times for an increase in pay but upper management was not approving any increases in pay at all.
Movement within the company is very limited. Right before i left my supervisor left for a better job because he had been a supervisor for more than 2 years and they wouldn't promote him. He was a great supervisor and they lost him. Instead of promoting from the inside among candidates that have been there for years who know a lot about Hotwire's complex systems they went with an outside hire.
Most of the people I worked with were cool people and even the call center manager is a good man but it's just the corporate management that sucks. They are very disorganized and don't know how to get anything done. No ones ever on the same page and people in upper management are constantly getting fired and replaced with outside hires. I met the VP of the company one week and the next week I found out he had been fired. Company has great potential but just wasted on bad management. No holidays off, benefits suck, systems go offline every day after 12am wasting peoples time calling after hours. A lot of property information is wrong or not updated which sets you up for failure on certain calls.
Just go find somewhere else to work! Glad I'm gone.