Asurion Reviews

Updated April 17, 2015
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3.3
248 Reviews
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Kevin Taweel
23 Ratings

248 Employee Reviews

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  1. Helpful (1)

    Fast-paced, energizing work

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Senior Manager in Nashville, TN
    Current Employee - Senior Manager in Nashville, TN

    I have been working at Asurion full-time (more than 3 years)

    Recommends
    Positive Outlook
    Approves of CEO
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    The work is fast-paced and ever-changing. There is an entrepreneurial feel about the company where managers allow employees to take charge of their work responsibilities as long as they are meeting their goals and KPIs.

    Cons

    The workload is pretty daunting. Receiving approval to increase headcout is an uphill battle... burn out is quite possible early on.

  2. Premier Support Technician

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Premier Support Technician in Nashville, TN
    Current Employee - Premier Support Technician in Nashville, TN

    I have been working at Asurion full-time

    Recommends
    Positive Outlook
    No opinion of CEO
    Recommends
    Positive Outlook
    No opinion of CEO

    Pros

    Great Benefits, monthly bonuses based on your stats

    Cons

    No sick days. PTO is earned. When you are late or call out it uses what is in your PTO bank.

    Advice to Management

    Give people sick days. If I have the flu I shouldn't be penalized or miss out on potential bonus for something I have no control over.

  3. Helpful (1)

    Great environment for tech support!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Premier Support Representative in Phoenix, AZ
    Current Employee - Premier Support Representative in Phoenix, AZ

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

    Recommends
    Neutral Outlook
    Recommends
    Neutral Outlook

    Pros

    Asurion provides a great place for tech support. Employees are treated fairly, coaches/managers are very good to be around and take calls with, and the company is open to a wide variely of skill sets. You can come in either with tech knowledge or customer service knowledge, and the company will provide you with resources to complement the skill you don't have. (You have access to a "customer service" oriented coach for those who are technical but not customer service oriented, or a "tech lead" if you have customer service experience but no tech knowledge.) It's a very good setup, and it rewards performance. People need this sort of hand-holding tech support service, especially older or less tech-savvy people, and companies like Asurion are going to be around for a long time. Job security!

    Asurion's culture is excellent. They have the right attitude towards technology, and Asurion prides itself in always being there to help people. You will regularly get the opportunity to really help people, and get them out of technical problems. Rarely will you get off a shift feeling lousy. You might be exhausted, but you'll know you have been saving Grandma's baby pictures, and getting people's new iPhones activated, and making sense of technology when it breaks on people. It's definitely a worthwhile thing to be doing with your time. You can be helping the world progress technologically, if even in a small way.

    Cons

    Very little opportunity for advancement after a new call enter opens and all positions are filled. Higher up positions are very cozy and well paying, so there is very little turnover in higher positions, and very little opportunity to move up due to this. Asurion is opening new centers, but they are beginning to saturate the Verizon customer base, due to aggressive marketing by store reps, so fewer new centers will be needed. Asurion also currently services ATT and Sprint, which may make one or two new centers necessary but soon the steam will run out on new growth.

    Base pay for phone reps is a solid 30k, which is not bad, but don't expect to make any more than that ever unless you get in on the ground floor of a new center, or claw your way up to a nonexistent open managerial position. Turnover is sky high, but that's just due to people burning out on phones. I've been there almost 2 years and have never seen an employee get mistreated. People get fired for 2 reasons: a) they stop showing up, or b) they mouth off to a customer on the phone. This is a position with high burnout rate, but high satisfaction while you are there, if that makes sense.

    Also, Asurion insurance does not send out brand new phones, that would make the business model unsustainable. They send out refurbish phones most of the time. 8 times out of 10, these refusbish phones are just fine and you can't tell the difference from new. But the other 2/10 times, they are complete trash. And you will get calls from angry people about how they paid $100 to get their broken phone replaced, and got garbage. Fortunately, when this happens, they get another one sent out for free so it's not a big deal, but you will get angry customers sometimes.

    Worst part is 0 upward mobility. Too many higher ups that have nowhere higher to go, and no reason to go anywhere else becuase it's a good place to be. If I could have a chance of moving up I would probably be staying with this company longer term. I have to leave because there's no way for me to get to a real IT position here, but it has been a good springboard position.

    Advice to Management

    Everything you are doing has been phenomenal. The current direction the company is taking is a very good one, but don't count on sustained growth. There are only so many more people that don't have smartphones (not too many!), and out of those people, only so many more can be signed up, and that pool is running out. Be careful opening new centers, don't overshoot.

    If I could make one change, I would toss the CRT metric, or at least toss it for long calls. This position often involves taking care of elderly people, or doing lengthly LogMeIn sessions for iPhone restores, or both, and this can lead to long calls. CRT in this position punishes providing premier service in these cases, and instead promotes getting people off the line fast. In some cases, that's what people want is a quick call. But, in others, it's not. Also, please communicate better to the users that the Asurion phones they get are under warranty so people don't call back in angry that they got a junk refurbish phone, and instead just call back in to calmly request another refurb phone for free.

    Also, this is just a pet peeve, but the current TL structure needs a revamp. Current chat room setup is not bad, but it encourages very short, clipped answers rather than in-depth help. Hire more TLs (hint, hint) and let them do walk-ups. That would be extremely helpful.

    More than that, you have a great company on your hands, that you can take real pride in. Keep it that way. Thanks for giving me a good place to be for the last 2 years, I really appreciate it.

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  5. Risk Analyst - Love my job, love the company

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Risk Management in Nashville, TN
    Current Employee - Risk Management in Nashville, TN

    I have been working at Asurion

    Recommends
    Positive Outlook
    Approves of CEO
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    Great work life balance, surrounded by highly intelligent people in Program Management. I really don't think we have a weakest link. It is highly collaborative and the managers are really supportive of professional development. it can be high stress, but I have learned more here than in any other role.

    Cons

    Office politics are a little ridiculous.

    Advice to Management

    Operate less like a high school and more like a business, with less emphasis on who got their mbas from an ivy league school versus who actually exceeds expectations in their job role.

  6. Recruiter

    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Asurion full-time

    Pros

    Great Company to work for, relaxed environment and fun place to work! On site gym

    Cons

    nothing that I can think of

  7. Helpful (1)

    Work at home

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative in Atlanta, GA
    Current Employee - Customer Service Representative in Atlanta, GA

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

    Recommends
    Positive Outlook
    No opinion of CEO
    Recommends
    Positive Outlook
    No opinion of CEO

    Pros

    Very good and thorough training

    Cons

    Management needs to be more interactive with employees

    Advice to Management

    Make sure you explain details with employees on all benefits, schedule adherence, peformance, pay, etc.

  8. Great environment, culture, benefits, it's the company I've been searching my whole life for!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Premier Support Technician in Nashville, TN
    Current Employee - Premier Support Technician in Nashville, TN

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

    Recommends
    Positive Outlook
    Approves of CEO
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    I never dread going to work since I've started here! The people are really nice and will bend over backwards to make sure you succeed as long as you show that you want to! The pay is very good considering we are an outsourced call center (PSS division). The benefits are great with competitive coverages, a monthly bonus of up to $500 for meeting your KPIs, and since the sector I work in is relatively new and all rapidly growing the opportunity for advancement is there! They also seem to be very good at recognizing the potential in people and have went as far as creating positions for certain people because they value them that much! What shocks me the most is that even when people have the opportunity to steal your spotlight they don't, in fact they shine an even brighter light on you, it's crazy because I thought a company and people like this all in the same place simply didn't exist. The focus of Asurion is customer experience, so your call times are usually not even mentioned as long as they aren't ridiculous. Asurion really strives to provide top notch experiences for their customers, employees, and clients. It's been about a year and a half now that I've been with Asurion Premier Support Solutions and I really am convinced that I've finally found the company that I'll stay with.

    Cons

    I personally don't have any cons, but some people like to complain about high call volume on some accounts or parking gripes. No matter how great the job they'll always find something to complain about. The only valid concern for some people are the bi-yearly shift bids, but your bidding order is based upon your performance and nothing else so the only person you can get mad at if you don't get the shift you want is yourself! I would say if you're not serious about your job and you aren't a go-getter this job will likely not be a good fit for you at all.

    Advice to Management

    Make sure nobody ruins the culture here! Keep focusing on the customer and not on how the company can save a couple bucks if you can knock these calls out faster. The way you guys take care of us is so invaluable and I just hope that this high I've been riding continues! Look for areas of improvement as there's always room for it, but never lose sight of your core values. They are what keep all of us happy on the front line and motivate us to not only achieve success for ourselves, but for our supervisors, and our company as a whole! We have something that is very special here at Asurion and I don't know about you, but I do NOT want to lose that!

  9. Great place to work

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Asurion

    Recommends
    Positive Outlook
    Approves of CEO
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    Great Internal career growth path.

    Cons

    Frequent change of the guard in some areas

    Advice to Management

    Let middle managment do their job

  10. Indirect procurement

    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Asurion

    Pros

    Nice location when working down-town.

    Cons

    Top heavy, slow to adapt

  11. Tech2

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Asurion

    Doesn't Recommend
    Neutral Outlook
    Doesn't Recommend
    Neutral Outlook

    Pros

    Lots of tools for use.

    Cons

    You will have to figure out the tools on your own. Little to no help with call assistance. no room to advance . and horrible schedule.. What ever schedule you are given when hired that is what you keep for the duration of employment with no understanding that things change and after a year you availability may change as well.

    Advice to Management

    Fix the scheduling, After a year of my employement working till midnight I am now told that there is no way of getting a better schedule.

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