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Progressive Insurance Senior Customer Service Representative Reviews

Updated 11 Jan 2020

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3.1
96%
Recommend to a Friend
95%
Approve of CEO
Progressive Insurance President and Chief Executive Officer Tricia Griffith
Tricia Griffith
2 Ratings
  1. Helpful (5)

    "Great benefits and pay, but still a high volume call center"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Senior Commercial Lines Customer Service Representative in Austin, TX
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Progressive Insurance full-time for more than 3 years

    Pros

    ***Read this review if you have time, it is pretty long. *** Great 401k match at 6%, affordable insurance packages and additional employee related benefits, affordable in-site gym, full service cafeteria are some of the amenities. Gainshare (8%+ of your earned salary for just being an employee if the company profits) Easily accessible supervisors and offline time for personal or professional development are available. Lots of company sponsored lunches. Working from home available for certain positions. Once you leave work, you leave work. You do not take anything home with you.

    Cons

    Behind all the smiling faces and internal support, this is still a high volume call center. I will admit, they will try to make you feel that it isn't so during training, and you may even believe it, but don't. You can expect to take up to 80 calls per day. Imagine a job where a "slow" day is waiting 4 or 5 minutes before you get your next call, THAT'S how busy it is on a regular basis. If you have been trained to handle specialty policies, expect no downtime. To survive Progressive, you MUST like people or have a VERY high stress tolerance. Many systems and practices are very outdated in comparison to the rest of the insurance world. It seems that every week we have to do something manually or inform the customer that we're unable to fulfill their request (in real time) because of some system issue. Progressive also does not train their agents so expect to correct a lot of mistakes, most of which end up costing the policy owner more money and you get to be the one chosen to have that conversation with them. Attendance point system is a joke. Full day absences and tardies both count as a full point, and you may only have 5 within a year before you start to receive warnings or disciplinary action. A simple "documented conversation" may bar you from advancement. HR does not really help if you need accommodations. Your voice does not matter in the HR world unless you are complaining about another employee. If you want any kind of accommodation; whether it be ergonomic or to save yourself from their ridiculous attendance policy, you need either an ADA form or FMLA (which you must be employed for a year or longer, and they may approve or deny at their discretion). Doctors notes don't matter. They still use STAR for career advancement to current employees.

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  2. "Good opportunity"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Senior Customer Service Representative 
    Recommends

    I worked at Progressive Insurance full-time

    Pros

    They have shift bids and pays good

    Cons

    Not a lot of schedules to choose from


  3. Helpful (15)

    "Customer service representative"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Senior Customer Service Representative in Cleveland, OH
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Progressive Insurance full-time for more than 3 years

    Pros

    Some Good people, good benefits, lots of food choices in cafeteria

    Cons

    Progressive constantly wins the best place to work but it’s a lot of smoke and mirrors. They offer perks and do fun things to cover up the fact that Customer service representatives get treated poorly by the company and by customers. You are told it’s a customer service job, but you will be pressured constantly to upsell and suggest other products to “lock the customer in” to other policies so they don’t leave. Once the customer turns down your offer, they expect you to ask again. If you don’t have perfect metrics you usually get stuck with a weekend day or a crappy schedule. Every single minute you spend off of the phone is tracked. If you need a minute of relief off of the phone, you have to use your break time. I worked here a couple years and I could count on one hand the days where the calls were NOT back to back to back for 8 hours. If you have any type of anxiety do not take a job in this role. The metrics and constant calls/customers calling you every name in the book is not worth it. You won’t be able to move up out of this role and You can find something for the same pay and not be as stressed.

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  4. Helpful (1)

    "Great company with flexible schedules"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Senior Customer Service Representative in Tampa, FL
    Recommends
    Positive Outlook
    No Opinion of CEO

    I have been working at Progressive Insurance full-time for more than 10 years

    Pros

    Schedule flexibility, work from home ability, casual environment

    Cons

    I can not think of any down side.

  5. "Customer Service"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Senior Customer Service Representative in Glen Allen, VA
    Recommends

    I have been working at Progressive Insurance full-time for more than 10 years

    Pros

    Professional yet very laid back atmosphere. Suburb training that gives you the proper knowledge needed before interacting with customers.

    Cons

    Traffic in Northern Virginia is awful an hour drive would take between 1 1/2 to 2 hours.

  6. Helpful (4)

    "Good Leadership"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Senior Customer Service Representative in Riverview, FL
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Progressive Insurance full-time for more than a year

    Pros

    Management really makes efforts to make working in a call center fun Had Wii's in breakrooms, on site Doctors and Nurses for your self and family, gym on site

    Cons

    Hourly rate could be a bit better.

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  7. Helpful (2)

    "This is the BEST Company I have ever worked for!"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Senior Customer Service Representative in Riverview, FL
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Progressive Insurance full-time for more than 3 years

    Pros

    Progressive offers a very diverse culture, respecting the individule. Opportunities for advancement are offered and if you are inclined to be a ladder climber, senior management will help and advise you to reach your goals! Pay is competitive with bonuses and incentives regularly offered. The benefits are good too! This company values it's employees! Awesome company!

    Cons

    Cons? No cons. It's a great company. They pay well... decent benefits... no cons.

  8. Helpful (3)

    "Disappointing"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Senior Customer Service Representative in Mayfield, OH
    Doesn't Recommend
    Negative Outlook
    No Opinion of CEO

    I have been working at Progressive Insurance full-time for more than 5 years

    Pros

    Bonus at the end of the year Easy to get a day off if you plan ahead of time

    Cons

    No longer have flexible schedules Depending on the manager your stress level could be unbearable No one is on the same page Pushes sales, even if its not what you signed up for

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  9. "It use to be a place where you did not feel micro managed and they cared about the employee."

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Senior Customer Service Representative in Austin, TX
    Doesn't Recommend
    Positive Outlook
    No Opinion of CEO

    I have been working at Progressive Insurance full-time for more than 10 years

    Pros

    Good pay with possibility of gain sharing

    Cons

    Company has gotten where all they think about is the bottom line. There is little room for advancement unless you work in Ohio at the corporate office. They continue to add more work on you but do not increase the pay for the additional work. No room to comment on the mid year and end of the year review. You just have to acknowledge it has been gone over with you.

  10. "Progressive is just what the name implies!"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Senior Customer Service Representative in Mayfield, OH
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Progressive Insurance full-time for more than 5 years

    Pros

    Progressive provides an open, inclusive culture with communication and leadership transparency. Management maintains and values integrity and honesty in all areas.

    Cons

    None I have found in my 6 years here.

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Found 17 reviews