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22 days ago

Customer Service Representative - PT - US

Regus US Emeryville, CA

The Customer Service Representative (CSR) ensures the customer experience is exceptional throughout the entire business center. The CSR plays a key… Regus US

Regus Reviews

405 Reviews
405 Reviews
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Regus Chief Executive and Director Mark Dixon
Mark Dixon
246 Ratings
  • 4 people found this helpful  

    Disastrous choice for New Employees and Potential Clients...AVOID AVOID

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

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


    If you enjoy working in a hair-pulling stressful job getting yelled at by clients, doing dishes and craigslist ads all day, and having single-minded upper management...then this is your kind of job!

    -Decent coworkers who you can vent with about how horrible the job is
    -so many job responsibilities that you can at least put multi-tasking down on your resume
    -pretty office suites that you get to work at every day and also scrub clean!


    All I can say is Amen to many of these previous reviews that indicate the cruelty of working for this company. These have been some of the most accurate descriptions of working for Regus that I've every heard. Every single point is made and it's almost hard to think of additional cons...but not quite.

    1st. Expect to get paid below $17/hr for doing a job of 2-3 other people. the benefits aren't amazing, but at least they are provided to full-time staff (also which only part-time staff are now being hired! Yay, no benefits for them!). some of your responsibilities are...dishes, kitchen cleanup, conference room clean up, reception clean up, office reseting, AR/Billing for all of the centre's office clients/Virtual Office clients/mailbox clients, AP/invoice for the centre and all the clients, desk reception, phone answering for all clients, mail sorting/handling/delivering, IT setup and troubleshooting, filtering client complaints, schedule meeting rooms, collection, property mgmt, 20 craigslists a day, tours, etc. etc. etc.
    All of these tasks are usually dispersed between 2-3 people for centre's that could have over 150 individual office spaces with over 100 different office clients. this isn't even including all the virtual office client's per centre, which usually are about the same amount.

    2nd. you will receive no real training what so ever for your role. They provide you with these online ROLA training videos that are truly a joke and do not help at all. most of the videos are either out of date, irrelevant to your centre or job, or only provide you with the most basic training scenario where everything goes perfectly. If you are extremely lucky to have a staff member who's been there longer than a month, then you might get special hands-on training for a task if there is any free time during the constantly busy day.
    For part of the training experience it is rather encouraged to mess around with client's invoices and service connections to try and figure out how billing works, BEFORE you receive any actual hands on training! For instance: Let me just completely ruin this client's invoice, make them really mad and start complaining that their credit card got overcharged by my fooling around, and then hope that I learned something about invoicing/IT...yup

    3rd. Upsell. Upsell. UPSELL! This is one of the worst parts of Regus. They literally charge for every single service or item in the office. If you want extra office keys, don't expect to pay the normal $1-2 for a quick key copy...more like $30-40 per key if you are lucky. IT bundles that cost $99 at the best deal, are nearly twice as high as what you can get at home for significantly reduced quality
    Don't even ask to use a conference room after hours, you'll end up getting charged $95/hr on top of the normal crazy price to have a CSR stick around for the over time (which they don't even get that $95! Only a fraction with time and half)

    4th. you will be constantly given more and more responsibilities (even if you just a part-time CSR) since the whole company is breaking down departments and laying off people. As mentioned in other reviews, Billings and IT Support were outsourced to the Philippines, and any actual Invoicing or IT problems has to be handled by the CSR's in the centre (that's right, the very people who are constantly new and given nearly no training are the ones dealing with your money and internet connections). you will be constantly hounded by the GM and clients to "stay on top of everything" when you get no additional task relief and are only bombarded by additional complicated tasks.

    Advice to ManagementAdvice

    There have been many recent changes in upper management of the North America Region of the company. Mainly with Stephen Farley who has implemented numerous sweeping policies (mainly his decision to treat Regus as a retail store and only allow part time CSRs to be hired). This works great for upper management since benefits aren't given out and bonuses don't buildup for CSRs since they quit quickly.

    Also, the San Francisco region has been in constant decline for the past year. I can think of only 4 GM's that haven't left the company yet (out of 13-14 in SF!). The turn around rate for the CSR's is even higher! I can easily say that nearly everyone I know with Regus has been actively looking for a new job within a month or two of starting.

    this has been mentioned heavily in many of these other reviews since this has been the largest most recent blunder by Regus! All levels of centre staff members can agree that this is clearly hurting the morale of the company and respect of the clients. I warn you Regus, make changes quickly before things are too late!

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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