Diggers Hotline Reviews | Glassdoor

Diggers Hotline Reviews

Updated September 18, 2017
12 reviews

Filter

Filter

Full-timePart-time

2.7
StarStarStarStarStar
Rating TrendsRating Trends
Recommend to a friend
Approve of CEO
(no image)
CEO
0 Ratings

12 Employee Reviews

Sort: PopularRatingDate

  1. "Great place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Contact Center Representative
    Former Employee - Contact Center Representative
    Recommends
    Positive Outlook

    I worked at Diggers Hotline full-time

    Pros

    + Family-like environment: Nearly everyone working there is fun and friendly. I made some very close friends during my time there.
    + Fairly easy: After you get the hang of things and learn to handle every situation, the job itself is not difficult by any means.
    + Supportive management: The coaches and quality assurance team are so helpful and supportive. They always have your back. Their only goal is to help.
    + Relatively good pay: I feel that CCRs are paid well considering the job duties that are required of them. Some may disagree depending on the level computer and social skills they may or may not possess.
    +Rewarding: This is a job that makes you feel important. Most people are very thankful for the work you do and there is never a time where you feel useless.

    Cons

    - Repetitive: This is just the nature of the job, but most days you are repeating the same 4-10 minute task up to 40 times a day, repeating the same exact script each time.
    - Poor software: The cartography system in particular is extremely frustrating at times and quite buggy / slow. This is not the mapping department's fault - the software is just poorly optimized.
    - Inflexible scheduling: Once your schedule is set after training, there is almost no way to reduce your hours unless it is winter.
    - Hierarchical positions: The majority of the administrative team is separated from the average workers. This made the upstairs workers seem superior to the downstairs workers as they were always separated.
    - Stressful: Rude individuals are a given in call center jobs, but this job can be particularly stressful at times considering what's at stake - underground utilities, property, and sometimes people's lives.

    Advice to Management

    Update the mapping system - not necessarily the municipality data, but the software itself. Also find a way to make the administrative team more approachable if necessary.


  2. "Customer Contact Representative"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend

    I have been working at Diggers Hotline full-time

    Pros

    Interesting customer contact. Regular contact with homeowners, contractors and other businesses.

    Cons

    Management feedback tends to focus too heavily on negatives - mistakes in phrasing/wording/marking. Communication takes place mainly by email or IM. The usual us/them relationship between full-time and seasonal employees.

    Advice to Management

    Accountability standards need to be established for the member utilities and locating companies. If a member/locator received a notification, they need to do their jobs too. I've had to apologize to way too many customers for member/locator mistakes and missed appointments. Accountability is NOT only for the employees of the organization.

  3. "Customer Service Rep"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Representative
    Former Employee - Representative

    I worked at Diggers Hotline (Less than a year)

    Pros

    Nice people, actually the call center is in the basement and the actual air is bad.

    Cons

    Once you are out of training and you make a mistake they say read the manual and do not give any coaching. Too many and your fired.


  4. "Good Company"

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

    I have been working at Diggers Hotline full-time (More than 5 years)

    Pros

    Great employees/coworkers. Everyone is very helpful. Management is fair and understanding. Always willing to listen and help when they can. Time off is generally approved when days are open and scheduling is somewhat flexibile. Days go fast when busy, but vto is allowed when its slow. The work is call center and some days are very busy but ok. Great environment overall.

    Cons

    Some employees just like to complain and have no idea how good they have it. If they have an attitude its because they have their own issues. These are the people who make it hard for others. Management is fair and treats everyone the same.


  5. "Call Center"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Call Center Representative in New Berlin, WI
    Former Employee - Call Center Representative in New Berlin, WI
    Recommends

    I worked at Diggers Hotline full-time (Less than a year)

    Pros

    Solid classroom training but floor training could be improved.
    Overall a good management team.
    Decent work environment

    Cons

    Seasonal but can lead to year round.
    Extremely high call volume, almost too high.

    Advice to Management

    Better floor time training especially for people taking a little longer to catch on.
    Consider just a few more employees to help with call volume pressure


  6. "Call Center Rep"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Core Ccr in New Berlin, WI
    Former Employee - Core Ccr in New Berlin, WI
    Doesn't Recommend
    Negative Outlook

    I worked at Diggers Hotline (More than 3 years)

    Pros

    Well honestly there are not many pros with this company, if it were a few years ago I would say yes the pros were, nice environment to work in, the employees are nice, the coaches, team leads, and managers were decent. The scheduler was a great person to help an accommodate hours and days off.

    Cons

    If you want to work for a company who doesn't appreciate you as an employee this is the job for you. I've worked in a few call centers and many customer service positions. This job is by far is the most petty position I've ever had. At least 70% of the employees on the call center floor are single mom's or single dads. If you call in sick it is held against you and you get an occurrence, if your still in training it's 2 occurrences. If you have sick pay and call in again it's an occurrence. Family emergencies and have to leave work early occurrence. Phone in desk, not turned on, it is a two day suspension. If you are trained on webs they tell you in training to use best judgement, well if your judgement doesn't match your coaches it's considered an unsafe ticket. They have a 5 week training class, yes it is informative and you do learn a lot but you also learn about people's cats and other info you don't need to know, and when you hit the floor theu have you sit with stuck up core reps. The management does not know how to talk to employees. There is a lot, and I mean a lot of favoritism in the work place. If your Black you will notice different treatment. The coaches let certain people stay off phones to chat with employees. The call center manager never looks at the good the employees do only the negative
     There are a lot of cliques here. In the summer if you need to see the doctor don't plan on it because they don't let you off of the week is closed which its closed months and months in advance for. If you needed an early start time because of kids schooling or anything else don't plan on it, unless you are on good terms with the call center manager and by good terms I mean always kissing up and never doing anything wrong. This company has fallin in the gutter. People who worked there for over 5 years have asked for early start times multiple times but were denied, but the "favorites" get what they want. They pay is low for the mental abuse you get from the job. If you have a bad call and need a moment you won't get it. They have no compassion for the call center reps. They forget without the reps they wouldn't have a job. If you can't handle criticism, don't apply. I hope the BBB investigates this place of employment that's how bad it is.

    Advice to Management

    Learn to appreciate the employees, don't assume you as a manager know everything .


  7. "It's a job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - CCR Seasonal in New Berlin, WI
    Former Employee - CCR Seasonal in New Berlin, WI
    Doesn't Recommend

    I worked at Diggers Hotline full-time (Less than a year)

    Pros

    Overtime available during busy season

    Cons

    Training sucks lost great employees because they weren't getting it

  8. "Diggers Hotline"

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

    I worked at Diggers Hotline (Less than a year)

    Pros

    This was a great company to work for with great people, it is not your everyday customer service position and you get to learn about directions and describing a small area that you don't see very well. There is an abundance of downtown during the winter for obvious reasons.

    Cons

    Quality Assurance is very important at this job...so every single call is recorded. The log in system can be quite complicated for a Newbie- you need to log in to multiple screens before the start of your shift in order to be considered present. This mean you cannot walk in at the start of your shift and be on time...you need at the very least 5 minutes (which isn't the con part). The con part is that the log in system may show that you are 'in' but you may not receive a call because you've made a mistake pushing a button...this will count as a partial absence. I found this to be a bit unfair but an understandable rule.


  9. "CCR Position"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - CCR in New Berlin, WI
    Former Employee - CCR in New Berlin, WI
    Doesn't Recommend

    Pros

    VERY Flexible schedule, you will basic get what you ask for

    Cons

    strict call center floor but its work right?

    Advice to Management

    PLEASE get someone more interesting to train the new hires.The lady talked entirely too much put half the class to sleep! She wouldn't have noticed because she talked about her cat and got off track way too much.


  10. "Average pay, unforgiving performance rating system"

    StarStarStarStarStar
    Former Employee - Seasonal Customer Service Representative in New Berlin, WI
    Former Employee - Seasonal Customer Service Representative in New Berlin, WI

    I worked at Diggers Hotline full-time

    Pros

    Company works hard to accommodate employee scheduling needs

    Cons

    If you are called into a team leaders office it will be for negative feedback

    Advice to Management

    Celebrate success


Showing 12 of 12 reviews
Reset Filters