Progressive Insurance Customer Service (CSR) reviews

You better be an expert salary negotiator when you are discussing salary, because you aren't going to get a raise after you start. It is busy. All the time. Calls are back to back, with 5 seconds between calls. Your aux time (time not on a call) is very closely watched. You are required to do sales pitches on most calls, even though it's a customer service position and are punished if not enough of your customers buy in. There are strict guidelines that you must follow for every call. And you can not deviate from them. This requires you to be constantly looking at them, without committing them to memory. When you are on a call, the audit software not only records the calls, but also does screen capture. If you aren't looking at those guidelines on you get nicked for it. It doesn't matter that some of the information hasn't changed in years. Good luck getting a day off. While you do get vacation time, it is almost impossible to be able to find a day to get off. You must schedule it at least 3 months in advance generally to get the day off. You don't get 2 days off in a row, unless you work the 4x10 schedule (4 days a week, 10 hour days). No career growth. There hasn't been a new coach in over 7 years, and a new manager in about 5. Managers do lateral moves, so your actual manager may change, but not due to hiring or promoting, just switching them around. There is virtually no promoting. Unless someone dies or quits you are in that entry level position permanently. There haven't been any promotions at my site in the 2 years I've worked here.

Unfair wages: Two departments handle customer service, one is extremely busy (90+ customers on hold at any given time) and the other is completely laid back (20-30 reps available at any given time). Both departments get the same wages. Horrible benefits: The lowest deductible plan is 500 deductible PER dependent, and once that is exhausted, it goes to 80/20. Generic prescriptions ONLY will be paid for, if it's not available in generic, you will pay 50.00+ per perscription. Horrible supervisors and managers: They say they try to "coach" you, but there's no coaching involved, you just get meetings where they yell at you and tell you that you will get fired if you don't meet their metrics. Unobtainable metrics: Customer Service is becoming a joke, within the past 6 months you now have to SELL your incoming calls and meet a goal of 35% in order to keep your job.