Express Scripts Customer Service Representative Reviews | Glassdoor

Express Scripts Customer Service Representative Reviews

Updated July 3, 2017
45 reviews

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Customer Service Representative

2.7
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Express Scripts President & Chief Executive Officer Tim Wentworth
Tim Wentworth
3 Ratings

Employee Reviews

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Pros
  • Great work life balance/ Work From Home ability (in 188 reviews)

  • Embracing agile has promoted work life balance (if you want that) or if you want to work more projects you can get involved with other teams (in 52 reviews)

Cons
  • The company is struggling to define a work-life balance (in 216 reviews)

  • no work life balance despite company rhetoric to the contrary (in 79 reviews)

More Pros and Cons

  1. Helpful (1)

    "Concierge-Sr.Customer Service representative"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Senior Customer Service Representative in Mason, OH
    Former Employee - Senior Customer Service Representative in Mason, OH
    Recommends
    Negative Outlook
    No opinion of CEO

    I worked at Express Scripts full-time (More than 10 years)

    Pros

    Great team work /flexible with time.Decent benefits .
    Friendly people to work with just not a lot of communication.

    Cons

    Fear of the unknown from day to day what your future with the company may be.Think you job is secure .Never think you cannot be replaced.

    Advice to Management

    More communication with staff


  2. Helpful (3)

    "Customer Service"

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

    I have been working at Express Scripts full-time (More than 5 years)

    Pros

    Decent benefits and average pay. Work at home is good if you have it available in your department. More supervisors who care than those who don't.

    Cons

    There is no such thing as having a schedule that you were hired to work. There are schedule bids constantly and your tenure means nothing!

    Advice to Management

    Stop putting your workforce up in arms every 6 months with schedule bids. I know business needs change but if staffing plans can't be any better than they are, failure will be inevitable.

  3. "It is what it is"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Port Saint Lucie, FL
    Former Employee - Customer Service Representative in Port Saint Lucie, FL
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Express Scripts full-time (More than a year)

    Pros

    The tuition reimbursement program is nice and the call center was well maintained. They were willing to change work schedule and allowed me to work from home so I could finish my bachelor's degree.

    Cons

    It was a customer service job dealing with Medicare patients. Enough said.


  4. Helpful (4)

    "Central Florida Call Center Rep"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Tri-Care Customer Service Representative
    Former Employee - Tri-Care Customer Service Representative
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Express Scripts full-time (More than a year)

    Pros

    PTO, VTO (voluntary time off pd/unpd), In-office celebration days

    Cons

    Management, ADP (payroll system), Actual wages paid, Company culture vs actual practice In-office & Training

    Advice to Management

    Remember that your staff is comprised of human beings. Work with your superiors to set REALISTIC goals for clients & employees. Thus creating positive relationships within the PBM market w/clients and consumers. It will reduce employee & client turnover rates, and limit the amount of illness caused by, in particular, the call center environment.


  5. Helpful (3)

    "Customer service representative"

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

    I worked at Express Scripts full-time

    Pros

    Good benefits , paid time off,

    Cons

    Horrible company, management don't have a clue on how to run a business, don't waist your time applying!


  6. "Good job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Port Saint Lucie, FL
    Former Employee - Customer Service Representative in Port Saint Lucie, FL
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Express Scripts full-time (More than 3 years)

    Pros

    Fairly easy to learn and master the basics, flexible hours mornings days and evenings

    Cons

    Stressful micromanaged high pressure sales ride customers changing priorities often monitored calls

    Advice to Management

    Stop the Stressful micromanaged high pressure sales ride customers changing priorities often monitored calls


  7. Helpful (1)

    "Great"

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

    I worked at Express Scripts (More than 8 years)

    Pros

    I really enjoy interacting with the patients.

    Cons

    Fortunately I did not experience any downsides within the company

    Advice to Management

    All managers was very helpful and ready to assist when needed

  8. Helpful (1)

    "Customer Service"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Whitestown, IN
    Former Employee - Customer Service Representative in Whitestown, IN
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Express Scripts full-time (More than 5 years)

    Pros

    Goof pay and awesome full benefits.

    Cons

    No work life balance and sale driven


  9. "Spread work evenly among employees"

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

    I worked at Express Scripts (More than 5 years)

    Pros

    Decent benefits, clear expectations, respectful supervisors. Coworkers were friendly, casual environment. Some work at home opportunities, annual reviews, good communication from supervisors.

    Cons

    Call center. Can be very boring. As well as many many upset customers due to the nature of being a pharmacy benefit manager.

    Advice to Management

    It seemed like some reps would have constant calls and others had none and we're getting paid exactly the same amount. People shouldn't have to wait on hold when there are reps available to take calls.


  10. Helpful (6)

    "Not a good company"

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

    Pros

    Was a great company to work for when it was Medco, Since being bought out by Express Scripts company has went downhill.

    Cons

    Worse health benefits. Being a PBM you would think the benefits would be great.

    Advice to Management

    Start listening to employees