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I have been working at Stoneriver full-time for more than 5 yearsPros
• great benefits. Health, dental, 401k and paid time off
• open 24/7 on the help desk so many shifts available
• I like my managers directly above me, he sincerely cares and wants his employees to succeed
• good pay with bonuses for only needing a ged
• ability to work from homeCons
• extremely strict. Once you are out of the 90 day training window there is no room for mistakes
• they recently changed their attendance policy. You can't be even 1 min late to clock in or even from break or you get an infraction. 3 infractions equals an "occurrence" and you get two occurrences then you are terminated. I called out sick on a Sunday and I got an infraction for it. Why do I have PTO if I can't use it?
• strict dress code for a call center. We don't ever see our customers
• company policy says to never lie to customers but specific direction from management tells us to lie to customers about who they are calling. If someone calls in and there are a bunch of calls holding they don't have the option to hold. They redirected to someone in another depts who only takes a message and says we will call back. We are not allowed to tell the customer that we are taking a message. They think we are getting approval but in reality the message just sits in a mailbox for hours
• you have a lunch and two 15 min breaks but otherwise you are expected to be sitting at your desk and working the ENTIRE rest of your shift. If you try to talk to a Co worker you will get I trouble. If you are not doing something for more than two mins you'll get in trouble. But if you are a team lead or supervisor those rules don't apply. They can talk to whoever they want for as long as they want and it's usually not work related.
• they do quality checks on your calls and you have to have at least 95% to pass.
• they are way under staffed. They took on two new clients this year and don't have nearly enough staff to accomodate. And the employees are the ones that pay for it
• the IT dept is ridiculous. If I only needed a ged to get the job why do they expect me to know everything about computers? The girl in IT is a monster. Everytime I call for help she talks down to me and asks why I don't know how to do everything. If I'm not trained on it how am I supposed to know? I've told my boss I refuse to work with her but she still has an attitude
• the police you and procedure manual is like their bible. it's not updated enough and they send out emails with updates and expect to keep and find them all when you need help but the policies change so much it's almost I m possible to keep up. It might be ok except they expect you to have an average call handle time of under 3 mins. It takes at least 5 mins to find the document you need when it's not updated in the manual. You can not deviate from the manual at all. Even if your supervisor agrees you did the right thing on a call you can still be written up
• because you can't deviate from the manual at all you have to call your team lead to do anything different. The problem is the team leads are never available. They are always in meetings or away from their desk
• you don't get paid enough for how stressful the job is. You can get in trouble for someone else's mistakes and get yelled at by patients alot because of company policies.Advice to ManagementAdvice
This I was a great company when I started but they are trying to control everything your employees do and it's just not going to happen. It is way to stressful. People make mistakes. you can't punish everyone for a few people's mistakes. And you need to hire more people. You can't say you run an honest company with the way you are running it right now. I've worked here 6 years and this year has been miserable. Looking for a new jobNegative OutlookNo opinion of CEO