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10 days ago

CUSTOMER SERVICE REPS

COLLECTIONS, INC Gulfport, MS

MMEDIATE OPENING for FULL TIME CUSTOMER SERVICE REP To collect on past due medical bills. Great Hours and Competitive Pay. If you Enjoy Working with… CareerBuilder


Collections Etc. Reviews

7 Reviews
2.3
7 Reviews
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Todd Lustbader
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  1. 1 person found this helpful  

    Customer Service not included

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    • Senior Management
    • Culture & Values
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    Former Employee - Customer Service Representative in Wichita, KS
    Former Employee - Customer Service Representative in Wichita, KS

    I worked at Collections Etc. full-time (more than an year)

    Pros

    Most of the supervisors and managers did seem to care for you as a person and tried to get to know you. The work was not difficult. Employee discount was nice if you could find something that you actually would want. Training was more than sufficient to do the primary tasks. It was highly seasonal in nature and that could lead to some days that were really easy.

    Cons

    Where to begin. 1) The customers experience seemed to take a back seat. After we were had to offer cross sales, upsales, and a (albeit a nice program) VIP type program for discounts to the customer, we then were forced to also offer 3rd party programs simply for the company to try to make an extra buck. By the time we were done offering everything, the customer may have forgotten why they called.

    2) There was a lack of consistency when it came to customer issue resolution. It really just depended on who happened to be at the other end of the phone when you called for assistance from a senior/supervisor how you were told to respond. There would be times where you would be told to do one thing and call back, set it up and explain it to the customer, call back and get someone different who would tell you they wouldn't do that and then you were left handling an increasingly irate customer.

    3) Highly seasonal work did lead to many times where you are asked to leave due to no volume.

    4) No real room to grow/for promotion.

    Advice to ManagementAdvice

    1) Stop the insanity of pushing the customers via sales pitches.....especially the 3rd party one. While offering something is often a nice gesture for you to do, doing it after every item they say they want and offering them a program that makes most of its money from people forgetting to cancel is not wise judgement.

    2) If there is a policy in place about how a situation is handled, stick to it. There can be occasions for subjective decisions to be made, but being told one thing by one supervisor and then having another supervisor tell you something different is annoying to your employees.

    3) Offer more incentives again. Even small things can cheer up someones day and allow them to generate greater output.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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