CSRs are overworked, underpaid and absolutely not appreciated in the slightest. Management is more concerned with constantly harassing you with never ending reminders that there is an incoming call holding and chatting “everyone in” even though literally ALL reps are already handing calls or threatening to fire you if you don’t reach the termite inspection goal they have forced on you (even though your title is not Sales Representative). Human Resources is non existent here.
Think anyone at LPC will listen to constructive criticism? Think again. Time and time again people have gone to higher ups and HR telling them what’s not working or what they’re not happy about and it just gets brushed off or flat out ignored. Better yet, be prepared to be gaslit with any issue you bring to higher ups. ‘It’s not us, it’s you’ is the underlying consensus amongst higher ups.
Lets talk about this termite inspection goal. Keep in mind they have an entire termite department and a growing sales team in their headquarters location. They put a ridiculous amount of pressure on CUSTOMER SERVICE agents to essentially generate leads for their termite department by trying to hook incoming callers into scheduling a “free termite inspection”. “Ask on every call” is something you will hear numerous times a day here. You have a daily goal and at the end of every single working shift you’re expected to report how many total inspections you scheduled for that day. Every. Single. Day. Please explain to me why you’re dumping this expectation on Customer Service reps? Why are you stressing out your reps when they can’t even really assist with termite questions or issues? CSRs have minimal involvement with the termite specialty in general. Why doesn’t the termite department have their own specialty customer service line? Why isn’t sales handling lead generation? Everything surrounding this absurd expectation makes absolutely no sense.
In addition to the back to back incoming calls & the termite inspections, you are still going to have to make outbound calls to the “leads” that are assigned to you daily by reception, management and other internal reps. If you don’t you’ll get reminder notifications to “follow up on this lead”. Trust me, there are an insane amount of these assigned to you and they pile up from day to day. You have to also stay on top of your own follow up lists from prior client conversations because there was no availability on technicians schedules so you had to reach out to the the scheduling department to have them squeeze in an appointment somewhere in the timeframe you need. But will they call back the client & confirm after they schedule it for you? Nope! That’s on you to track & handle.
I promise you, all this information is just the tip of the ice berg when it comes to working here. There are so many more negatives to this place, I could go on for weeks. Maybe one day long ago LPC was a decent place to work but that time has long passed. Employees drop like flies (no pun intended lol). They truly can’t keep employees like they used to. From CSRs to technicians to schedulers.
Last thing I’ll say is if you speak Spanish and think you’re going to be compensated for taking those additional calls and extra workload, think again. They don’t value bilingual reps. This has been brought up to management numerous times but they flat out say they wont increase bilingual pay at all. If that doesn’t speak volumes about this place, then I don’t know what does.
The demands this company puts on you versus what you receive in your paycheck is atrocious.
