Employee Review

  1. 3.0
    Former Employee, more than 5 years

    Going downhill

    10 Dec 2020 - Customer Service Representative in Nashville, TN
    Recommend
    CEO Approval
    Business Outlook

    Pros

    Benefits, some work at home jobs, can move up

    Cons

    Metrics are becoming increasingly difficult to maintain (for good,hardworking employees). (no more yearly bonus, etc,holiday pay for the 2 major holidays). Otherwise pay is pretty good,however The metrics are getting higher and higher, expecting you to spend 10 mins to greet customer, relate to them, (be sure to follow the specific steps),make an offer to sell something, discuss why they dont want it if they don't, then confirm their issue is fixed,take notes, and SO MUCH MORE (that is research you're doing to actually fix their issue,) then close. 10 mins isnt enough,maybe sometimes, but it's to much. It feels like once you're getting comfortable in meeting your metrics they raise more! I understand change is good, but pushing people past their limits is to much. There's several different metrics to meet and it's especially difficult when they are upped all at once. It wasn't like this, so idk what changed, but it did.

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    6 people found this review helpful
  1. 5.0
    Current Employee, more than 8 years

    Great place to work

    27 Apr 2021 - Administrative Assistant in Nashville, TN
    Recommend
    CEO Approval
    Business Outlook

    Pros

    Great work/life balance and inclusive work culture

    Cons

    None that I can think of

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  2. 2.0
    Current Employee, more than 3 years

    I feel like a robot

    1 Jun 2021 - Care Solutions Team in Nashville, TN
    Recommend
    CEO Approval
    Business Outlook

    Pros

    Great benefits. PTO. Holiday pay. 401K Contribution.

    Cons

    Very hard to get a day off unless requested months beforehand. Impossible to get a holiday off even if you have PTO available. No sick days. Very controlling feeling under pressure under every single call. You pretty much have to be a robot without sounding like one. Asurion also says they don’t tolerate racism but if a customer acts racists forwards you, you will be fired for hanging up on them for using any sort of abusive language. They make so many claim procedures extremely difficult for customers and don’t give us the easy-fix solutions or tools to resolve issues, instead we have to calm the customer down. Asurion also has an annoying tendency to treat everyone like little kids to make the work environment more “fun”. Systems run slow but they expect us to work fast. CST deals with escalated callers but want us to finish fast when clearly you can’t calm an angry customer down in just 4-6 minutes. ITS UNPREDICTABLE !

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    4 people found this review helpful

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