Ruby Reviews

Pros

Culture, compensation, flexible and daily schedule flexibility, coach advocates, vacation, fun perks

Cons

Sometimes staffing fluctuates and calls can be back-to-back for periods of time. Annual pay increase a flat rate and not based on performance

Pros

The job itself is overall pretty typical stress and responsibility wise. Working from home is a nice perk and the benefits are great. They provide all equipment needed which is helpful.

Cons

Coaches (Managers) are definitely underpaid. The company gets away with paying less because we don't have the final say on hiring and firing. We were told that's why we're labeled as Coaches and not Managers and why we are in the pay brackets we are from "market research". When comparing this position and everything we do to other companies, we are severely underpaid. The company is consistently making changes and they tend to jump the gun A LOT. They get too ahead of themselves to roll things out on "a trail basis" without notifying proper departments/positions or forming a fully thought out roll out plan. It causes a lot of frustration throughout the company and although they've openly discussed receiving consistent feedback about this for years, it's yet to change. The departments also don't communicate or collaborate. It's very strange that it's a whole different department that trains frontlines receptionists than the ones that will manage them, but the 2 departments don't directly communicate or collaborate at all. A lot ends up being forgotten to communicate to other departments/positions even when it directly impacts them.

Pros

A legit work from home job that provides all equipment needed. Great people if you are on a great team and have a great coach (immediate manager). Decent benefits and great pay for my area. You get and must take a paid, quarterly, wellness day that does not take from your PTO. You get a paid day off for your work anniversary as well as a 5 week sabbatical after 5 years. The company is committed to equality, equity, and inclusion. You have bi-weekly 1:1 meetings with your coach to check in and see how you are doing. This meeting will discuss metrics, answer questions, and just generally chat. This makes you feel like part of your team, considering you've never met face to face. You can earn points to "buy" things at no real cost to you except taxes. These things can be Ruby merch, gift cards, beauty, etc.

Cons

Busy with back to back calls can make you exhausted, mentally and physically. Call metrics are very hard to achieve and maintain. You are expected to maintain a ready-time adherence of 89% or better. When I started, I thought that would be so easy until I realized all the things that could count against it. Tech issues, taking your break (even 1 minute) late or leaving late because of a call, counts against you. Going in BRB status to take drink or use the bathroom, respond to an email, ask a question, contact helpdesk, reach out to Customer Happiness team about issues with a customer's directory, etc. These all count against you. They expect you to have AHT (average handling time) of your calls to average 120 seconds or less for the entire day with a goal of 200+ calls. That 120 clock starts when you answer and ends when you close out. This is unattainable for many reasons, only some of which are our customers' requirements for call handling, language barriers, poor sound quality because of the callers' line, and sometimes callers just keep talking over you making the call take longer. Five or months with a higher than 120 AHT could lead to separation. They have recently added call recording on the receptionist side of the call. Then, a group that grades calls picks out a pre-determined amount of calls per month to grade. You are scored on following call handling requirements to a T. If you miss any step, use any negative language, or make a mistake (we are human), it negatively impacts your grade. Six or more non passing grades, 86% or higher, in a six month period could lose you your job. It's also very hard to get days off approved when it's a busier season. Taking unscheduled time off (coming in late, or leaving early due to emergency, sickness, etc.) and the occurrences calculated could be revamped as well. You get .25 occurrences if it's less than an hour but a whole occurrence if it is more than that. Why bother coming in at all if I'm going to get 1 occurrence either way. It would be nice if it were on a more even scale with the time taken. For example, 25, .50, .75, etc.

Pros

For a call center based organization, I am proud to work for Ruby and call it one of the best out there! They offer much support, room for growth, ask for feedback, offer generous breaks, as well as the ability to step away from the phone at your discretion, within defined limits. Not quite sure where another reviewer got their information about being unable to step away, because this call center offers flexibility like I've never seen before. Sure, you have to take calls and oftentimes it's busy and they're back-to-back, but not always. They set reasonable goals and timelines for achieving those. The pay is quite good and the benefits are great. I doubt there is another call center company out there that provides the support and asks for receptionist feedback the way this one does. Like any call center, they have metrics that enable us to keep the business healthy and meeting commitment to customers for our premium service. One huge pro also is that scheduling your time off to use PTO or unpaid time off (UPTO) is done through the system at your own discretion. You don't have to go through management and oftentimes shorter planned time off, a week or two in advance, is available. This company places a very high priority on inclusivity as well, which goes along with their caring for employees as much as customers. For the benefits and the culture, this company is A1.

Cons

Don't know that this is a con, but of course it is a call center and requires a certain amount of professional personability, as well as the sustenance for taking many calls each day, so the con may be that it's just not the best fit for everyone. We've been through big changes in the past years, transitioning from all on-site to all remote employees. The changes have been a struggle, but the transition has been made successfully and the major changes are behind us. Ruby is a great company that rewards is employees well, between benefits including bonuses and generous time off, as well as a 5-week paid sabbatical at 5 years employment!!

Pros

This company takes leadership seriously. They take care of their people with ample time off and great benefits.

Cons

Give more direction during technical malfunctions

Pros

I had a rough start at Ruby from Illness, to the Death of several Family members, and even accidents that deterred my hours. Ruby has been here for me through it all. They have supported me emotionally, helped me grow as person, and showed me how to be resilient, even when life has been grim. It meant a lot to me, that they were here through my highs and lows. I love that I get to determine my work week. I have never had any job, that let me get a great schedule, and also be allowed to manipulate the work week. I work at home, what more can I ask. The pay is great for the economy currently. Ruby is always giving. Community is great. The benefits are phenomenal from Day 1. I love the company. They gave me tools to grow my resume, grow in life, as a person. Verses remaining complacent.

Cons

The repetitive calls can be annoying.

Pros

Really great people, positive, great technology

Cons

People seem stuck on their culture just “because” , lots of meetings , agile often makes work less productive rather than more productive

Pros

Culture is warm and inviting.

Cons

None that I can think of.

Pros

Everyone seems positive and bubbly and the branding is fun.

Cons

All the positivity is fake. I worked there for years and was always the person that said yes to long hours or extra work. I never had any written or documented issues but as soon as I do one thing wrong for to a miscommunication it went to a final warning. The next 90 days I had no other warnings and the last week of on “Performance Plan” I was told that it was being extended because even tho I didn’t do anything wrong they weren’t ready to take me off and felt it was better for me to leave than try to ride out 90 more days.

Pros

They provide the full equipment to work. They try to work with your schedule offering multiple times and days to choose from. Pay increase the longer you work there (IF you can make it there)

Cons

The new metrics are TERRIBLE! Please, as you can see, multiple reviews are saying the same thing, i promise you we are not lying when we say they care about the profit and not the employees! Please check other reviews such as on Indeed and i guarantee everyone is saying the same. Don't work here as a receptionist unless you're ready to have a mental breakdown at the end of the day with back to back constant calls, you can't catch a break unless its on your actual breaks or lunch, all to be simply replaceable with their constant ongoing hiring spree because they cant keep anyone to stay! They made it close to impossible to achieve stats! They score you based on Average Talk Time, Average Handling Time, and Adherence, but everything affects it! Like, you have "be right back time" for bathroom breaks, but if its not on your schedule to be away from your desk, it's negatively counted in your stats, even for a minute for potty time! You have to respond to an email? Negatively counted against your adherence stats, simply because your not on a call. You have to email CH (Customer Happiness) about a directory needing to be updated? It negatively affects you because you're not on a call, it's so bull! You talked over 2 minutes? Negatively affects you. You placed a caller on hold for more than 20 seconds? Negatively affects you. You said "can i" instead of "may i", negatively affects you! EVERYTHING is scored and call recording is newly placed. Ruby is micromanaged like no other! They want each call to last ONLY 2 minutes or less, which is IMPOSSIBLE! Especially when you also have to schedule consultations for laywers, or for a tech to come out for a clogged toilet, or even simply a call back from someone in office, then relay all the prices and fees just for the caller to say "nevermind, that's expensive/let me look at other places first" and you wasted all that time and ruins your stats and gets you marked and then having to write to the customer why your call was 7 minutes long and nothing was done, for you to end up having it marked as an error on your side because the customer refuses they want to pay for that call and also having it ruin your stats not being under 2 mins. They don't like how you handled or what you said in a call, you get marked and 6 marks=termination. You can only have 20 seconds of after call work finishing up notes as they expect everything to be done on the call. This company is not good for people with kids or any situations that abruptly arises, they mark you with absences anytime you cannot follow your schedule exactly, they do not care that you have a life outside of work. Once you reach 7 absences in 6 months, or a certain amount of hours (like if you call in late, have something happened where you have to leave but you return, they mark you, etc) you're fired. Not to mention they schedule you for "sit withs" (another word for your boss watching you take 5 calls and grades each call) and for meetings, but if you run past the time, even of its not YOUR fault, your stats suffer! You are off at 4 pm and you took a call at 3:59 and that call happened to end at 4:01, guess what, it affects your stats negatively because you got off a minute late. So, this company is supposed to be all about customer service and making the small businesses have better service ( and by the way, they take all businesses large, extra large, and small, but they make it sound good for small businesses to help them "thrive") just so you can rush the caller off the phone in 2 minutes or less. It doesnt add up people!!!