OnTrac Jobs & Careers in Chandler, AZ

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OnTrac Reviews

15 Reviews
2.0
15 Reviews
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Recommend to a friend
Approve of CEO
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Robert E. Humphrey
3 Ratings
  1.  

    Run away like the wind

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    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Care Advocate  in  Chandler, AZ
    Former Employee - Customer Care Advocate in Chandler, AZ

    I worked at OnTrac full-time for less than a year

    Pros

    Helpful and nice co-workers. New facility. Excellent advancement opportunities because they can't keep anybody there.

    Cons

    Where do I begin. If you don't mind working like a dog for decent pay then this is the place for you. Keep in mind you will be tracking packages thru 3rd party delivery drivers. You rarely ever contact them directly. Must send emails or call Ontrac delivery facilities. Way too much outbound calling. For every 1 inbound call, on average make 3 outbound calls or email. You open service orders to get the ball rolling on finding out where a package or driver is at and you must keep track of that service order and follow up on it. So pretty much every call is a service order call. They can pile up on you because this company doesn't believe in after call or wrap-up calls. Meaning you get no time in between calls to service the tracking. You have to try and get everything done during the call or put the next caller on hold so you can service the previous call and you still have to meet a metric for total call service. You have on average about 15 windows that you use but only 1 display. Seriously need dual monitor set up for this job. Company is too stingy though. Call center manager is an a-hole. Customers usually wind up being jerks because company has contracted drivers that hate their job and this company and hardly care about quality delivery service. I don't blame either of them. They can't keep anybody. If you apply here, ask to sit and observe before agreeing to be hired. You will see what I mean.

    Advice to ManagementAdvice

    Find a way to streamline the your SOPs. Allow some time in between calls for CSRs to complete and monitor Service orders. Even 30 seconds would make a difference in quality of customer service. Add dual display for this job. Geesh!!!!

    Doesn't Recommend
    Disapproves of CEO