Direct Energy - bipolar - the good and the bad form stark contrast" | Glassdoor
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There are newer employer reviews for Direct Energy

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Helpful (2)

"bipolar - the good and the bad form stark contrast""

StarStarStarStarStar
  • Work/Life Balance
  • Culture & Values
  • Career Opportunities
  • Comp & Benefits
  • Senior Management
Former Employee - Anonymous Employee in Toronto, ON (Canada)
Former Employee - Anonymous Employee in Toronto, ON (Canada)
Doesn't Recommend
Neutral Outlook
No opinion of CEO

I worked at Direct Energy full-time (More than a year)

Pros

- there are some bright, talented, good-natured, and humorous individuals
- work hours are quite flexible, with generous working from home policies
- many corporate volunteering opportunities
- lines of business enjoy competitive industry salaries

Cons

- the HQ transition and operations outsourcing are aggressively planned and poorly executed, leading to massive headaches for Toronto employees who are obligated to fight fires in their decadent final months with the company; the remaining fire is something new employees signing up should take into consideration
- internal promotion is almost a joke; current employees are little valued and management is willing to dish out big bucks for contractors who hardly contribute; the former graduate rotational program also fared dismally churning out candidates who are under-trained for managerial type positions with unrealistically high expectations for the future

Advice to Management

Top-down style management should be more prudent. This seems obvious but - your rosy directives may not filter down to the business analysis level as wholesomely as you would expect.

Other Employee Reviews for Direct Energy

  1. Helpful (1)

    "Pretty decent for a call centre"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Brantford, ON (Canada)
    Current Employee - Customer Service Representative in Brantford, ON (Canada)
    Recommends
    Neutral Outlook
    No opinion of CEO

    I have been working at Direct Energy full-time (Less than a year)

    Pros

    - The staff are pretty good - most co-workers are pleasant, team leads are all competent and helpful, and management is very approachable, helpful, and willing to help you out when you need it.
    - Commissions are quite decent - I average about $3/hour worth, from a job that is not primarily sales, and I'm not the best saleswoman around.
    - They're quite good about scheduling shifts(as long as you're not the sort of person who calls in sick every Saturday, at least). They're also quite accommodating to part-timers and to schedule-change requests. Just about everybody has a shift they want to work - night owls take afternoon shift, morning people like me get the 6 AM shifts, and they don't tend to bump you around after you're settled in. There's also large amounts of voluntary overtime, and zero mandatory, so you can basically choose how much you want to work as well.
    - Training is comprehensive, well-taught, and paid.
    - Any really nasty calls are usually the responsibility of some other department - if someone's not happy with their appointment, you just transfer to Scheduling. If there's an ugly billing dispute, it's almost always a Billing case.
    - You can get a surprising amount of reading(or crossword puzzles, or whatever) done when calls are slow.
    - A much better benefits package than most minimum-wage jobs - 80% coverage for medical/dental, plus insurance. It does cost about $15/week, though.

    Cons

    - The biggest con is that it's a call centre job - you're making minimum wage, there's not much upward mobility, and you have to deal with screaming customers all the time. I enjoy it in the short term, but it is not a career.
    - The computer programs are a bit archaic, and there's a lot of hidden pitfalls you never quite realize until someone tells you about them after you've already screwed up.
    - You will spend a lot of time cleaning up some other agent's messes. As much as the established call centres are good about training, the people who work from home, and the one new call centre that has zero veterans are both pretty bad about doing stupid things that wind up on your lap.
    - There's a ton of fiddly little details to remember. It doesn't bother me, but some people do quite obviously struggle with it.

    Advice to Management

    Cut down on the number of different micro-departments - there's no reason to have a separate plumbing department instead of just training the HVAC guys on plumbing calls, for example(it's literally a one-day training class, and all the transfers we have to do annoy customers). The fact that we have no less than four billing departments is even crazier. Also, Customer Care is persistently understaffed, which just slows everybody down, so either cut their workload or raise their numbers.


  2. "Working at Direct Energy was not a bad experience"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Contractor - Customer Service Representative/DISPATCH in Toronto, ON (Canada)
    Current Contractor - Customer Service Representative/DISPATCH in Toronto, ON (Canada)
    Recommends
    Neutral Outlook
    Disapproves of CEO

    I have been working at Direct Energy as a contractor (Less than a year)

    Pros

    work form home flexible shift , choose your own shift and availability great team support , tech support on point , opportunities to advance in the company

    Cons

    not enough training , sometimes unprofessionalism

    Advice to Management

    Make enough time for training to have reps more prepared to face the live calls

There are newer employer reviews for Direct Energy
There are newer employer reviews for Direct Energy

See Most Recent

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