Asurion Jobs & Careers in Houston, TX US


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6 days ago

Manager Care Operations

Asurion Houston, TX

include coaching and development of CSRs to meet and exceed established call center goals, ensuring adherence to established business processes and… Asurion


Asurion Reviews

287 Reviews
3.1
287 Reviews
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Steve Ellis
94 Ratings
  1.  

    Constantly learning new lines of business but no pay increase for new knowledge/duties that are expected to be performed

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative in Houston, TX (US)
    Current Employee - Customer Service Representative in Houston, TX (US)

    I have been working at Asurion full-time (more than an year)

    Pros

    The best reasons to work at Asurion is that you become very familiar with the people in your office and you get full benefits. Making friends at work is always a plus if you are not from Texas as I am not. I look forward to sharing and receiving advise from my co-workers about how to improve in certain areas. The team that you are on begins to feel like a family. Therefore, this helps you to have the support you need to do your job to the best of your ability. The benefits are great. You have full coverage of dental and health insurance and the pick of how much life insurance that will be suitable for you.

    Cons

    The challenges of working for Asurion is that there is no vacation time/ sick leave time. What is available is PTO (Paid Time Off) which is based on the number of accumulated hours that you have worked over a period of time. Also, there is VTO (Voluntary Time Off) which means if there is acceptable staffing levels which permit you to leave early you can, but with no pay. Within this company you may start off with one line of business. However, at some point in time you will be given a very short notice that you will be learning a new line of business and be expected to perform at high levels. This is frustrating due to the fact that once you get the hang of one line of business and all of its ins and outs, you must make sure that you are providing accurate information to the other lines of businesses with the hopes of not getting confused on the information that you need to provide. Also, you have goals that need to be met (AHT: Average Handle Time, NPS: Net Promoter Score and GRE: Quality Scores). This employer expects you to be fast, promote their survey and to make sure you are hitting important points on each call. This must be done in able to obtain a bonus. However, the goals have a particular metric that you need to meet and or be above or below in order to get your bonus. The metrics's change often. Needless to say, you can barely reach your goal.

    Advice to ManagementAdvice

    Last, the supervisors and upper management seem to not be on the same page as the employees, customers and the lines of business that they (The company) work close with. The employees mostly have great ideas and would like for things to run a lot smoother while working with our customers. The lines of business have representatives that seem to give incorrect/ little to no information to the customers which causes a blame game. The supervisors and upper management are overly concerned with goals and metrics and seem to care less on how we can work together as a site to communicate with all parties that we partner with, to see what needs to be done to effectively cater to not only the customers needs but also the needs of the employees etc ( having site conferences on what works and what doesn't with each line of business).

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

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