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Arise Reviews

161 Reviews
3.0
161 Reviews
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Arise Co-Chairman and CEO John A. Meyer
John A. Meyer
68 Ratings
  1.  

    Very Honest Review (Long)

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    • Senior Management
    • Culture & Values
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    Former Employee - Client Support Professional  in  Chicago, IL
    Former Employee - Client Support Professional in Chicago, IL

    I worked at Arise as a contractor for less than a year

    Pros

    Flexibility (set own hours)
    Work-From-Home
    Plenty of clients to choose from (ATT, Comcast, Amazon, T-Mobile, Road Traveler, etc)
    All inbound calls
    No cold calling
    Can make great
    Great shift availability (depending on client)

    1099- self employed

    Let me start by saying, Ive worked in customer service & call centers at least 10 years. So I know the Ins and outs. There's really no difference. You've had one CSR job, you've had them all. However with Arise, the quality of your experience will be contingent upon the client you choose to work for, and the IBO you contract under unless you decide to license your own LLC through your state.

    You will have to pay for the training course, your headset and telephone. Your computer will have to run the proper technology required for that client.

    I tried Arise out as a CSP (client support professional) under my friends corporation. You choose a client (I chose AT&T IRU-Mobility), then you pay for the course. You're in a virtual class room with other CSP's and IBO's learning the clients services and systems. Depending on the client, training is 8 weeks (ATT).

    Training was amazing! I had a live class full of people with personality. You get to make friendships with different people all over the country. Our Trainer was superb. He knew his stuff! He was thorough, honest, and tough on us. I would say over 90% of our class certified and moved on to production.

    I've made relationships with some cool people and we keep in touch even though many of us no kong we work for Arise.
    I did appreciate that the schedules were released 2 weeks ahead so that you cOuld select your work times.

    Cons

    Unpaid training
    Long training periods
    Large virtual training classes
    Systems slow
    Tech support often inefficient
    Lousy pay structure
    Extensive and almost impossible to meet metrics
    QAPF's often unorganized
    IBO's often not knowledgable of your client and work
    Revenue is based on surveys from customers
    Penalties for missing shifts even when the issue is technical
    No PTO and some holidays you're req'd to work

    The first 6 weeks of training were unpaid. If you pass certification, you're required to take calls AND do training, but you will get paid for those calls.

    As soon as you get familiar and build a relationship with one QPF you're switched to another and pretty much never come into contact with that person again.

    Depending on your IBO, they can choose how much business fees they can take out of your check. Arise charges IBO's $19 per CSP that work under them. Some IBO's charge more to get their own cut. Arise pays you according to time spent on the phone. There's a formula for adding up service revenue. ATT's base pay was .17 per minute. If you met the ridiculous metrics for that pay period you could get up to .27 per minute. arise "overpaid" me 2 invoices back to back which resulted in my next check being completely eaten in reimbursement. So I basically worked 2 months free.

    The system pushed for you to finish all your falls under 13 minutes. If you know anything about customer service and billing, that's almost always impossible. Now in this 13 minutes you're also expected to have given the customer 100% satisfaction so that when they're texted the survey after the call, that give you an 8-10. Anything below an 8, affects your metrics and how much you get paid.

    To schedule your hours you have to be consistently at the top of metrics to get the good hours. They release the schedule at different times for different pods. For instance, silver would be last and you get the hours that are left over.

    The systems ALWAYS froze. Tech Support was NEVER helpful. There was always a miscommunication between your QPF, your IBO, and Arise. No room for growth. You're literally working for pennies. You're identified by a number. Just another number here to make ATT and Arise.

    Advice to ManagementAdvice

    You need REAL ATT employees interacting with your CSP's and QPF's. We do just as much work as your employees. The pay structure should be unlawful. It went from .17 per minute to now $2 per call! This is a rip off. Arise you need more IBO support and more ways for CSP's to contact you and report issues with their IBO's. Your payroll is shady and inconsistent. CSP's are not getting paid

    Recommends
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