Asurion Reviews

Updated September 17, 2014
Updated September 17, 2014
259 Reviews
3.1
259 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
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Steve Ellis
79 Ratings

Review Highlights

Pros
  • Great work from home environment, lots of support available, great for someone who needs a "hobby job" (in 16 reviews)

  • The company has great trainers and coaches and is fast paced and lots to learn (in 15 reviews)


Cons
  • No work life balance, external training opportunities or ability to go to conferences (in 21 reviews)

  • No work life balance - bu t they don't pretend to have any either, so at least they are transparent (in 9 reviews)

More Highlights

Employee Reviews

Sort: Popular Rating Date
  1. 1 person found this helpful  

    Great organization with energetic and smart people

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Director, Marketing Strategy  in  Nashville, TN
    Former Employee - Director, Marketing Strategy in Nashville, TN

    I worked at Asurion full-time for more than a year

    Pros

    Collaborative environment
    Flat hierarchical structure
    Results oriented
    Opportunities for advancement
    Casual culture but very focused on getting things done
    Limited bureaucracy

    Cons

    Unlimited time off which means you never take time off
    Pay is somewhat below market with options should they go public
    Overall financial situation not shared with rank and file employees

    Advice to ManagementAdvice

    Greater transparency on financials and company trajectory

    Recommends
    Neutral Outlook
    Approves of CEO
  2.  

    Very happy

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Asurion full-time for more than 5 years

    Pros

    Able to move up in the company. Can work in a call center or from home. Great supervisors. Not quick to fire. Will try and help you be successful.

    Cons

    Lots of system issues. Metrics hard to meet with so many system issues. Not sure if they need a better IT Dept or a better system. Had a great system and went with i-care and it sucks.

    Advice to ManagementAdvice

    Focus on keeping the systems going so that people can do their jobs and meet the numbers. Go back to the system we had as it worked and more user friendjy.

    Recommends
    Positive Outlook
    Approves of CEO
  3. 1 person found this helpful  

    Reaching for the stars.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Tech Coach  in  Nashville, TN
    Former Employee - Tech Coach in Nashville, TN

    I worked at Asurion full-time for less than a year

    Pros

    As of 2014, the Premier Support Solutions division is growing quickly, and there is a lot of room for growth. Things happen fast. There is a lot of optimism, and a strong desire for a real community. Plus, and this only matters to you if you're a phone geek like me, you get your hands on the latest gadgets.

    Cons

    There is no way for a call factory to be anything but a call factory, and some conditions might be better if management would just accept that. Splitting up teams and bringing in new managers from the outside should be the exception, not the rule. This may have settled down since I left, or it may be a concerted effort on someone's part in management to keep everyone on their toes. If that's true, then someone in management needs a stiff talking to. Instead of keeping people from being complacent, you end up with a mutinous lot of cowboys who make up their version of the company's direction as they go. This is not the way to keep your front lines speaking to consumers with one voice. Within 9 months, I had 5 coaches with 5 drastically different visions for the company. One coach came directly from T-Mobile and must have been "fast tracked" right by any training because his solutions were awkward and impossible. He was good about reacting to our feedback, but before he could adjust, he was "fast tracked" onto another position where he immediately began infecting other coaches, many of whom were also from outside the system and had no idea that he was spouting ignorance. Since he was then an additional layer removed from the front lines, he was insulated from direct feedback where he could learn proper procedures.

    Advice to ManagementAdvice

    If you want One Voice, begin with your Coaches (Supervisors, Whatever Term You Use Today). Promote more from your front lines. Stick with the devil you know. I know there has to be a mix, and I know it's easier to leave a trained tech where he is and pull in supervisors from the outside, but if you're going to do that, you have to immerse them in your culture. One cowboy tech might affect 40 customers in a day, but cowboy supervisors multiplies their infection times every member of their team.

    Recommends
    Positive Outlook
    Approves of CEO
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  5.  

    Great Place to work because of the atmosphere and facility

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Help Desk Technician  in  Phoenix, AZ
    Current Employee - Help Desk Technician in Phoenix, AZ

    I have been working at Asurion full-time for less than a year

    Pros

    Good management from top to bottom! They really seem to care about their employees

    Cons

    None so far only been here for 4 months

    Advice to ManagementAdvice

    Keep up the good work

    Recommends
    Positive Outlook
    Approves of CEO
  6.  

    Awesome place to work

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

    I have been working at Asurion full-time for less than a year

    Pros

    I love My job especially the bonuses we get

    Cons

    calls are back to back

    Advice to ManagementAdvice

    awesome management

    Recommends
    Positive Outlook
    Approves of CEO
  7.  

    Team Lead

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Asurion full-time for more than 5 years

    Pros

    Great atmosphere and good opportunity for advancement

    Cons

    Challenging to some in the area of diverse workforce and need to understand customer satisfaction in a virtual world

    Recommends
    Positive Outlook
    Approves of CEO
  8.  

    Good Company Overall

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Coordinator  in  Phoenix, AZ
    Current Employee - Coordinator in Phoenix, AZ

    I have been working at Asurion full-time for more than a year

    Pros

    Asurion has plenty of growth opportunity. The culture is one that actually promotes based on your performance and efforts, not who you know. There is a platform to cultivate engagement amongst your peer groups and leaders

    Cons

    At times there is evidence of a lack of structure and policies in place

    Advice to ManagementAdvice

    Company could benefit from having more structured training for leadership roles

    Recommends
    Positive Outlook
    Approves of CEO
  9.  

    customer service, work from home

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

    I worked at Asurion full-time for more than a year

    Pros

    Working from home was the only PRO about this job.

    Cons

    Low pay . Angry customers all the time. Reps Constantly having to read same script over and over again. Constantly harassed by supervisor about getting a 5 star rating from each customer you talk to, which is impossible to get, when you're unable to give the customer what they want.

    Although they look at other things on the metrics that you are supposed to meet, the only thing that matters and the only thing they focus on, is your ratings from each customer. They practically drive you crazy on coaching you how to beg the customer to give you a 5 star rating. Frankly that aspect of the job is insulting and demeaning.

    If the customer did not get what they wanted, they are already irritated with you and don't want to give you a good rating, or listen to you beg for a good rating. If you don't like having to beg customers to give you a good rating at the end of each call and repeatedly reading the same script over and over again............ stay far, far, away from Asurion. (idea: could be the reason they are always hiring)

    Advice to ManagementAdvice

    Focus on something else, other than constantly rating reps on whether or not they all 5 star ratings.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  10.  

    Asurion is an ok job.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Asurion At Home  in  Meridian, MS
    Current Employee - Asurion At Home in Meridian, MS

    I have been working at Asurion full-time for less than a year

    Pros

    Helpful coworkers, the work life is pretty laid back and managers are helpful at times. Pay is not all what I would expect it to be, however overall this is a great place to work if your just joining the work force.

    Cons

    No enough training. Your pretty much after training is on your own in regards to taking a difficulty phone call unless your team leader is behind you. In addition, co workers can be helpful if they are not on a call. The benefits could be better as well.

    Advice to ManagementAdvice

    More training.

    Recommends
    Neutral Outlook
  11.  

    It's ok. They attempt to keep it fun, which is nice.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Supervisor  in  Nashville, TN
    Former Employee - Supervisor in Nashville, TN

    I worked at Asurion full-time for more than a year

    Pros

    Nice atmosphere, peers are great.

    Cons

    No work-life balance. In order to meet goals, you have to work on your days off. Split days off on some shifts, which can be hard for some with families.

    Advice to ManagementAdvice

    Try rewarding your supervisors to boost morale. Re-evaluate deadlines for deliverable. Managers need to be more involved on the floor with everyone.

    Recommends
    Positive Outlook
    No opinion of CEO

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