As the review title says, it looks good on paper.
This review is about customer service. In the interviews, recruiting and interviewers tell you “this is unlike any other call center”, “we don’t treat our customer service department any different than we treat any other department”.
Both are lies.
I’ve worked in various customer service roles and call centers and this is the worse. Not once is it explained there is a very strict and unforgiving point system for attendance. When I asked in my interview how the attendance policy works, I was told to work with my manager regarding any schedule conflicts to work them out. That’s an inaccurate answer because although yes I need to work with my manager regarding schedule conflicts, I will need to work with them AFTER there are assessed points that I won’t be aware I am accruing until well after I’ve started. It’s also important to mention that the point system is only applicable to customer service and no other department. So, contradicting the original statement about treating all departments the same.
Twice we had a blizzard here in Maine. One of which was extremely icey conditions. Both times all other departments left between noon and 3pm so they could get home and off the roads before dark and didn’t have to be driving for safety reasons as conditions were to be significantly worsening in the dark. However, customer service was not allowed to leave. If we left, we were assessed a point for leaving early. When the issue was addressed with top management as to why safety concerns weren’t an across the board dismissal, we were told customer service is held to different standards and unfortunately we need to be available for customers. I’m sorry, my life is not worth the sale of a pillow. Bye.
Customer service is looked at as this desolate, disgusting section of the building. An email accidentally went out to the wrong group from a specific department picking fun on customer service. It stated “customer service be like...” and had an image of the elephant graveyard from The Lion King. It accidentally went to several people in customer service. When it was reported, nothing happened. It was made to be a joke and the attitude received by those who reported it was basically that they needed to get over it.
The moral in customer service is terrible. Management is fixated on the phones and metrics and exceeding their goals that they can’t take 5 minutes to step back and ask their team what they want to see done to make the 8 hours a day spend there better. They offer pod outings, or after work get togethers with your team paid for by Wayfair. No thank you. 8 hours a day is enough.
I get it though, it’s a job, not recess, but no one deserves to feel like they are chained to a desk with the sole purpose of cranking out numbers.
IF YOU PLAN TO LEAVE: They ask you always for a 2 weeks notice, however! Be prepared for the day you turn in your notice to be your last day. Pay ends immediately but insurance continues for 2 weeks. Their answer as to why “we are an at will company”. Well that’s correct, but don’t ask for a 2 weeks notice then.
