DS Services of America Customer Service Representative Reviews | Glassdoor

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DS Services of America Customer Service Representative Reviews

Updated Apr 18, 2019

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Found 33 reviews

2.6
StarStarStarStarStar
Rating TrendsRating Trends
25%
Recommend to a Friend
84%
Approve of CEO
Tom Harrington
12 Ratings
  1. Helpful (1)

    "Customer Service Specialist"

    StarStarStarStarStar
    • Work/Life Balance
    • Career Opportunities
    • Compensation and Benefits
    Former Employee - Senior Customer Service Representative in Los Angeles, CA

    I worked at DS Services of America

    Pros

    Excellent benefits, paid time off including holidays, outstanding support from managers, supervisors, quality assurance coaches, console staff and training staff plus some great people to work with.

    Cons

    All call centers in CA and GA were closed and consolidated into one center in FL; also challenges resolving customer issues thru proper front line management whereas requests were not fulfilled, causing their issues to be escalated unnecessarily.

    Advice to Management

    Overall a great company, but everyone needs to do their part to satisfy the clients' needs in a timely manner. Additionally, it is recommended to have more than one call center, at least one center on the east and west coast as before to remain consistent with staying on par with the growth of the organization.

    DS Services of America2016-05-11
  2. "Good place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Lakeland, FL
    Recommends
    Neutral Outlook
    No opinion of CEO

    I worked at DS Services of America full-time for less than a year

    Pros

    You get ample PTO. ~

    Cons

    Human Resources Not very good at job

    Advice to Management

    Be more understanding

    DS Services of America2019-04-18
  3. Helpful (1)

    "If you’re a mindless robotic sound box this is your calling!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Lakeland, FL
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at DS Services of America full-time for less than a year

    Pros

    Free coffee, expresso, tea. There are some great people that work there.

    Cons

    You will start with an “interview” wherein it seems everyone gets an offer. You start day one with a good impression, but by day 5 dejection sets in. You’re treated like a child, needing escorts to get something from another room. You will be spoken to like a child and the training staffs aspiration and ambition is to make you miserable. Training staff consists of an argyle loving “lady” who can’t even manage to figure...

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    Advice to Management

    If you want to revamp training start by changing the people running it. They don’t seem to actually know anything about process. I think the newest trainer is a good addition though, at-least she has been a rep, and supervisor. Don’t waste money on a shadowing program. Encourage questions from new hires. They have the best perception of the way your customers feel. Pay a little more and encourage professionals, not former...

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    DS Services of America2018-11-16
  4. Helpful (1)

    "Just an o.k. place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Lakeland, FL
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I have been working at DS Services of America full-time for less than a year

    Pros

    Free coffee and tea. Nice building Plenty of paid time off.

    Cons

    Micromanaged and stressful. You are accounted for every second of the day.

    Advice to Management

    Correct the minor problems that keep occurring so they don't become major problems. Hire more agents to handle escalated calls.

    DS Services of America2018-06-10
  5. "Not that good"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Lakeland, FL
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at DS Services of America full-time for less than a year

    Pros

    Breaks and lunches, coffee incentives, fair pay

    Cons

    Lazy supervisors lack of communication

    Advice to Management

    Please train everyone to be on the same page. It’s already hard enough dealing with customers in an aggressive state. But when no one is on the same page it definitely does not make the job easier. Also hire supervisors that actually WANT to do their jobs. You cannot expect superb metrics, and reps have to chase down supervisors for assistance.

    DS Services of America2018-06-14
  6. "Customer Representive"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Birmingham, AL
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at DS Services of America full-time for less than a year

    Pros

    The people who works there

    Cons

    Not as organized of a company

    DS Services of America2017-04-03
  7. Helpful (4)

    "Customer Care Agent"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative 
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at DS Services of America full-time for more than a year

    Pros

    Room for growth. A lot of the current supervisors were once agents that took calls. great gym. some supervisors will help. And when I say some, I really do mean a few. There are some supervisors that dodge helping you every time. Some of management remembers you by name, which is a good thing. It's nice when you walk down the hallway and mister o calls you by name and actually speaks to you and asks you how your day is...

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    Cons

    Very stressful job for a call center that delivers WATER!!! The ambulance is literally called to take people to the hospital, at least 3 times a week. We are cursed out every day. We have to raise our hands for help (as if we are in elementary school) and it takes forever for someone to assist. Q&A is a nightmare. You can never do anything right. They have all of these rules that are ridiculous. Many people are quitting...

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    Advice to Management

    This job doesn't have to be this stressful. There needs to be more and better communication. Not just within the call center, but with the customers as well. Most of the accounts that I cancelled were due to lack of communication to the customer. Either get rid of the Q&A department or simplify it. They are too picky and is the #1 reason why agents are quitting. Do you realize how much it cost this company to hire and...

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    DS Services of America2017-02-21
  8. Helpful (1)

    "Sufficient as short-term bill paying method"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Lakeland, FL
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at DS Services of America full-time for less than a year

    Pros

    Relatively nice center in Lakeland, rec center included.

    Cons

    Highly priced health care, other benefits leaving things to be desired. Very limited room for growth with very low pay ensures quite a high turnover rate, even for a call center.

    Advice to Management

    Raise wages, relax productivity standards by a few margins to ensure quality of work.

    DS Services of America2017-02-19
  9. Helpful (1)

    "Unorganized"

    StarStarStarStarStar
      Former Employee - Customer Service Representative in Lakeland, FL
      Doesn't Recommend
      Negative Outlook
      No opinion of CEO

      I worked at DS Services of America full-time

      Pros

      Staff is great and very helpful. There's always something exciting going on. They give you credit when it is due

      Cons

      The job is just so organized. You sit behind a desk just to get yelled at by customers and there's literally nothing you can actually do. They make you believe you can but in reality there nothing you can do for customers calling in

      DS Services of America2016-12-01
    • "Love!"

      StarStarStarStarStar
      • Work/Life Balance
      • Culture & Values
      • Career Opportunities
      • Compensation and Benefits
      • Senior Management
      Former Employee - Customer Service Representative in Lakeland, FL
      Recommends
      Positive Outlook
      Approves of CEO

      I worked at DS Services of America

      Pros

      Very flexible with time off

      Cons

      No system for clocking in. Your manager enters your time.

      Advice to Management

      Find a better way for getting clocked in so hours are correct

      DS Services of America2016-09-28
    Found 33 reviews