Kind Team, but demanding Job - Customer Service Representative Build.com Employee Review

The most transparent and supportive company I've ever worked for. Generous with bonuses and raises. Management will support your growth within the company and paint you a path to get where you want to go

There isn't a single con that I experienced except for how I was let go. Recent raises, praises, never took a day off and even corporate recognition only a few weeks before my firing.

My manager is excellent. She promote work life balance and the inclusiveness of the team. She understands that life happens and something’s are beyond our control. She encourages honest opinions and frustrations to be shared so she can do what she can to help with that. The pay is decent but does not equal the amount of work on a daily between excessive emails and 40 plus calls a day. Working remote is a plus as a single mother with very little help it allows me to get my kids on and off the bus and take them to appointments as needed. There is a lot of internal support in the form of share point.

Now to the bad. There seems to be very little upward mobility for long time employees. There are a lot of recent changes occurring with the merging of Ferguson and not all of it is good. The showroom employees are not on the same page as we are on how certain returns work and that causes a lot of confusion and discord with the customers which those of us on the phones have to deal with. There is plenty of lateral movement but that would require having to go to a whole new manager and start over learning their way of doing things. The same expectations are not across the board in all departments as far as responding in a timely manor to direct messages or even responding at all. CE is the low man on the totem pole and made to feel that way with the daily operations and not given the same respect as others in the company. The shift bid process is arcane and should be based off of seniority not KPI. All of the calls do not require “qualifying”. We have to deal with a lot of rude entitled customers when telling them no to something just to pass them over to OOTP and they get their way anyway 9 out of 10 times. And most importantly they changed over the phone system and Genesys is awful. Multiple dropped calls daily and zero visibility for our daily adherence to make sure we are on track to stay within our 85% required schedule. I am very good at my job I used to enjoy being able to fix the complex issues I come in contact with daily and now it follows me to bed worrying what’s coming next.