Guardian Protection Services

  www.guardianprotection.com
  www.guardianprotection.com

Guardian Protection Services Reviews

Updated August 12, 2014
Updated August 12, 2014
33 Reviews
3.0
33 Reviews
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Guardian Protection Services CEO Russell L. Cersosimo
Russell L. Cersosimo
17 Ratings

5 Employee Reviews Back to all reviews

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  1.  

    customer service Rep.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Warrendale, PA
    Former Employee - Customer Service Representative in Warrendale, PA

    I worked at Guardian Protection Services full-time

    Pros

    Decent pay for bilingual reps. full pay training for 3 months.

    Cons

    Everything, policies and processes are horrendous and extremely unrealistic, you are expected to meet certain criteria on each call you take. I feel sorry for Guardian customers; The customer service experience is your typical call center BS, you can call 10 times in one day and you'll think your talking to a futuristic ROBOT with their stupid key words you have to say as a rep. "because they think it makes a difference" and they'll nail you for it each week on your "weekly" review if you don't say certain things...Really!? No customer wants to hear the same repetitive BS when they call. They say they care about their customers but hold customers very strictly to their contract and don't give an inch...they mask helping a customer for example: if a customer wants to lower their rates to the lowest possible in the market, they will based on the type of service package you have but that comes with an extension of your contract or signing a new contract if your past your initial term. The giving free equipment and or months free they sometimes do depending on circumstances are all figured into the numbers, they are financially rapping customers compared to other companies...oh and God forbid you just want to cancel your account, you have to go through a long process and of course they will ask you those robotic questions to try and keep you. So as a rep. although they have sort of simplified this process for the CSR the poor customer still has to go through all the BS. It's exhausting trying to keep your cool with irate customers which is 95% of them due to many reasons including equipment always faulting which I think is the main reason customers want to leave. As a CSR you have to put up with all this and try to explain to the customer why their equipment doesn't really suck when every other call you take that is the case. So no I will not work for a company who has so many issues from an employee and customer point of view. They shouldn't be in business period. I can go on and on in detail but I don't have that kind of time neither do readers. The schedule structure is the most ridiculous thing I have ever seen in my life. there should be 3 shifts ONLY not 20. This was by far the worst work experience I have ever encountered to date.

    Advice to ManagementAdvice

    Simplify!!! you don't need to have 500 actions for your reps to complete to help a customer and document the call, customer service doesn't require you to have to say certain words throughout a call to make it a successful call. Customer service should be custom to each call. Every department should be doing what their expertise requires depending on the call, CSRs shouldn't have to do anything but take payments and maybe basic troubleshooting. I can re write the way your whole company runs and I guarantee a better company. I personally have customer service awards and tons of management experience, with Guardian I felt I was drowning because how strict your unrealistic processes are. Lower and have a flat rate, all you are doing is monitoring, it doesn't matter whether it's interactive or not but if you must, have a flat rate for basic and for interactive. Contracts should be no more than 2 years and you should offer a month to month package like cell phone companies do, after all customers buy the equipment outright anyway. Trust me I could keep going.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  2.  

    A real disappointment!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Life Safety Consultant in Philadelphia, PA
    Former Employee - Life Safety Consultant in Philadelphia, PA

    I worked at Guardian Protection Services full-time (more than an year)

    Pros

    Medical benefits on first day of employment. Their monitoring center is first rate.

    Cons

    Management is very misleading about the amount of company leads available and the compensation plan which changes frequently. More disturbing is that certain employees are definitely favored and given more leads, and not because they are better closers! Guardian expects you to find most of your own business and yet they have no brand recognition in the market place. They are over-priced and they don't offer much in the range of security products, only G.E. wireless unless they are taking over an existing wired system. You receive training pay for the first six months which starts at $1500 monthly for the first two months, $1000 monthly for the third and fourth months and $500 monthly for the fifth and sixth month. Starting with month seven, you are on straight commission along with a monthly performance salary if you make your self-generated numbers. Even if you hit the lowest tier of four, the performance salary is so small for the following month; it is hardly worth the effort. It is a convoluted plan with so many variables. Management will micromanage your time and yet there is no base salary. It is a high stress environment with the bullying, harassment and insults about performance and sales numbers. To add insult to injury, receiving your pay check is upsetting enough. The bottom line is very little compensation for the amount of prospecting, cold-calling and running all over for the few company leads that you do receive. You will get a lead that is over an hour away instead of one that is only 20 or 30 minutes from your home because they over-hire in certain areas of the three state territory of PA, DE and N.J. Anyone who is a good prospector with a large network of people will not work here because the incentive pay is so minimal.

    Advice to ManagementAdvice

    Invest more in your employees with a better compensation plan. Give them reasons to want to stay. Be realistic about the market place that you are in - each one has different dynamics. You can't compare Pittsburgh with Orlando or any other area. With so much competition than five years ago including the DIY companies, Xfinity, ATT, ADT dealers as well as ADT corporate and so many others that Guardian is not remaining competitive. Guardian has now fallen to number 10 and will continue to fall in the ratings because you are failing to address the internal problems that exist.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  3. 1 person found this helpful  

    Unprofessional.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Warrendale, PA
    Former Employee - Customer Service Representative in Warrendale, PA

    I worked at Guardian Protection Services full-time (more than an year)

    Pros

    The amount of overtime, if you're so inclined.

    Cons

    The general workload and the lack of clear procedure.

    Advice to ManagementAdvice

    Clean up your processes and make things more transparent.

    Doesn't Recommend
    Negative Outlook
    Approves of CEO
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  5. 1 person found this helpful  

    Nightmare

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Former Employee - IT Department in Warrendale, PA
    Former Employee - IT Department in Warrendale, PA

    I worked at Guardian Protection Services

    Pros

    Company had a good reputation

    Cons

    IT Department was run like an SS prison camp. Upper managers were very aloof. People were fired on the spot. Others were trying to get out before they got fired. Very high pressure.

    Advice to ManagementAdvice

    It pays to respect IT staff or they will just leave.

    Doesn't Recommend
    Disapproves of CEO
  6.  

    Ew

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Current Employee - Commercial Security Consultant in Philadelphia, PA
    Current Employee - Commercial Security Consultant in Philadelphia, PA

    I have been working at Guardian Protection Services

    Pros

    Freedom, no micromanaging, very little office time

    Cons

    Rididiculous expectations for very little compensation.

    Advice to ManagementAdvice

    GET REALISTIC.

    Doesn't Recommend
    Disapproves of CEO

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