Spokeo "customer care" Reviews | Glassdoor

Spokeo Employee Reviews about "customer care"

Updated Feb 5, 2018

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3.2
57%
Recommend to a Friend
74%
Approve of CEO
Spokeo CEO Harrison Tang  (no image)
Harrison Tang
62 Ratings
Pros
  • "Smart people, good culture, catered lunches(in 20 reviews)

  • "There's free lunch here and they pay for your free conference every year(in 19 reviews)

Cons
  • "No standardized work from home policy(in 6 reviews)

  • "The customer care department is actually a loss prevention department(in 6 reviews)

More Pros and Cons

Reviews about "customer care"

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  1. Helpful (8)

    "Customer Care"

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

    I worked at Spokeo part-time

    Pros

    - food - parking - perks (they wouldn't be able to keep employees without these)

    Cons

    The biggest issue I had working for this company is that I felt like I was conning people every day. I only lasted 4 months because I hated this job so much I would cry on my commute to and from. The product does not work and this company makes its money by tricking its online users into signing up for $20-40/month subscriptions through sneaky fine print (after charging about a dollar to do something like look up a phone number). The information is hardly ever accurate. I looked up dozens of people I knew in my down time and it was never correct. The customer care department is actually a loss prevention department. Management coached us and even had us take classes on how to manipulate "customers" into accepting the least amount of refund possible even when customers had NEVER used the product after being charged $20/month for YEARS. Prizes were given on a regular basis to CC reps who authorized the least amount of refunds. It felt disgusting and dishonest. I couldn't work somewhere when I couldn't stand by the product/service. Customer care reps are expected to answer at least 50 calls per day (I remember doing about 70), 90% of which are from people who have been unexpectedly signed up for a subscription and are rightfully angry about it. I'm not sure if this is still the standard but when I was there customers had to ask for a refund 3 times before we were allowed to offer one. All in all one of the worst, if not the worst, jobs I've ever had.

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    Spokeo2018-02-06
  2. Helpful (9)

    "Run from this bad customer care job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Anonymous Employee 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Spokeo full-time for less than a year

    Pros

    Unlimited snacks and daily meals. Low level managers are good.

    Cons

    The company does not care about their employees. You are just a little person in their big world. Take away the food and this is just another bad customer care job.You are monitored by every little thing you say on your calls. I have seen new people show up for training and then just quit a few days later. Good sales people get fired after they were praised the week before and then management offers their job to us the next day. After a few months of this job you will be tired of saying the same thing over and over again on the phone. You will speak with duped customers that are not happy. Only take this job if you are desperate or waiting for a good job to come your way.

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    Advice to Management

    Come on guys, you can do better.

    Spokeo2017-03-03
  3. Helpful (11)

    "TL;DR - Would Not Recommend"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Spokeo full-time

    Pros

    Pros: - Great perks, amazing insurance benefits. - Fully stocked kitchen with a plethora of snacks and drinks, daily catered lunches, lots of company sponsored events.
 - You will never, ever find another workplace culture as relaxed as this one.

    Cons

    The Product and the Business Model - Is it a people search? A mobile caller ID app? A family tree making project? A source to append missing social data? Half of the people working here don’t believe that Spokeo actually helps reunite anyone, and none of Spokeo’s ideas are original. Rather, they appear to be an amalgamation of multiple companies that already exist. - Just like other reviews have stated, the billing practices that Spokeo utilizes is deceitful and completely user-unfriendly. The Founders and higher ups need to sit down with Customer Care and listen to the calls that come in from customers who have been duped into paying unconscionable amounts of money for monthly subscriptions or upsells they weren't aware they even signed up for. - "Is He Cheating on You?" This marketing tactic and tagline ethically fails beyond all measure. It is inconceivable how one would uncover if their significant other was cheating on them by simply searching an email or username. All that would return (if anything, due to Spokeo's terrible data quality) would be social media accounts and photos--which the user would likely already know about. This marketing scheme preys on unsuspecting individuals who aren't tech-savvy, but are desperate for answers. This is but one of the many horrendous marketing strategies Spokeo employs. The Culture Blatant Favoritism: - No matter how hard you work, don't expect any type of recognition, acceptable raise, or promotion, unless you obsequiously brown-nose your way to the top. You can be an employee who has worked here for years, but if you refuse to play into the politics, or suck up to your boss(es), then forget about ever advancing your career. 
 - "The Inner Circle”: spouses, siblings, old friends, employees who have been working at Spokeo from the beginning--all get special treatment and essentially run this company. They lead or manage projects without having the proper qualifications expected of an outside hire and are even allowed by The Founders to come back and hang out at the office after being FIRED. Zero Accountability: - Some employees come in around 10-11, leave by 5:30, and are gone from their desks for exorbitant amounts of time during the day. Certain individuals also spend hours playing games in the lounge. - Managers either don't notice, turn a blind eye to individuals they are friends with, or don't care enough to say something to address this glaringly obvious issue. It is the norm at Spokeo to go to someone's desk, and have to ask "Where is ___?" multiple times a day. - This lax environment promotes a culture of unproductiveness and animosity within and between teams. Managers/Founders Out of Touch with their Employees: - Most managers have no idea or don't care about the issues that their employees face on a day to day basis. They truly believe that their employees are happy because individuals can't speak up about the issues that come with working at Spokeo. If you go against the grain and say something, you risk becoming a pariah, and your managers/leads/other teammates who buy into the cult mentality, will treat you like an outsider. (This can mean lower raises/bonuses than the rest of your team, open disrespect, and limited to no opportunities for advancement—even if you deserve it). - Some managers care more about how they appear to the Founders, than protecting the interests of the people they manage. - Manager/employee one-on-ones are mandatory, but don't fool yourself into believing this is a safe form of communication. There is NO forum to voice your thoughts and concerns without being ostracized for it, so people come to Glassdoor instead (though there will likely be fake positive reviews to follow this one). Drinking on the Job: - This is totally acceptable, and goes unpunished, even when employees return completely drunk from lunches, or get sloshed at work (excluding Customer Care, who are the only department with strict rules on alcohol consumption). Misogynistic and Distasteful Jokes:
 - It is completely normal at Spokeo to hear people use the R word to joke about someone with disabilities, openly make sexist jokes about women, or shout at others to shut up when in disagreement. - Once again, no manager, lead, or higher up does anything to prevent this from taking place. Instead, they choose to further perpetuate this insensitivity by proclaiming the all too familiar mantra: "This is just Spokeo's one-of-a-kind culture”.

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    Advice to Management

    - There’s a reason why hardworking employees are leaving in droves. Give proper recognition to those who actually deserve it, not those who you favor or have close personal relationships with. - Treat all your employees with respect and pay more attention to what is going on. There's a lot of things happening that managers should be conscious of and employees shouldn't be the ones having to point them out. - Do something about the immature, fratty, and cliquey culture that Spokeo fosters. People don’t expect to relive high school after graduating from college.

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    Spokeo2017-01-27
  4. Helpful (9)

    "Work is depressing, perks and benefits are great"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee 
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at Spokeo full-time for more than a year

    Pros

    Spokeo values its employees and tries to keep them on with cheap perks like catered lunch, unlimited snacks, and fun events at restaurants and bars. The health benefits are excellent, even for low-level customer service employees. The culture of the company is very positive and welcoming, so it's easy to make friends and feel like you're part of a business that really values you. The opportunity for overtime is great as well.

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    Cons

    Spokeo wants to be a Google-level tech company, but is actually a rather sleazy site that markets itself unethically and bills people in a very deceitful way. Spokeo, like many other websites that provide the same service, markets itself as a complete background check/'is he cheating on you?'/contact information lookup service, but in reality, the quality of information that the Spokeo provides is terrible. The site makes its money by fooling people into starting $.99 "free trials," and then bills them ad nauseum without the customer's knowledge. Spokeo hides its billing terms and pricing information on the site, and the site makes no effort to remind customers that they have active service and are being billed monthly (sometimes for years). The web designers, marketers, and SEO team are very aware of what they are doing. The 'customer care team' exists to mitigate refunds and credit card charge-backs from the multitude of dissatisfied customers that call in daily. It is depressing to hear the same call 60 times a day while maintaining the at-work facade of a positive, engaged employee. Call center employees literally vomit from the stress and drink on the job to cope. This is not hyperbole or exaggeration. It is difficult to move up in the company to any meaningful degree. Promotion opportunities are rare, and when they pop-up, they offer a small pay increase with little value in improving your skills.

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    Advice to Management

    Stop being complacent in the unethical practices of this company.

    Spokeo2016-11-29
  5. Helpful (5)

    "Better to avoid for Customer Care"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Customer Care Representative 
    Doesn't Recommend
    Negative Outlook

    I worked at Spokeo

    Pros

    Free food and insurance benefits are great. The people you work with are honest and caring, and treat you like a human. There are a lot of events, raffles, and perks that happen frequently.

    Cons

    The actual work is a nightmare. They have a terrible, almost crooked billing practice that borders on theft. I felt that I was exploiting people. I did not enjoy the work I had to endure, which was mostly hostile people that were screwed over. Nepotism, and a lot of it. People who get promoted are people who go to all the events and devote their lives to the company. I did not see a real work/life balance nor any growth unless I sucked up to the people above everyday. Also, Customer Care is treated like crap from engineers. They do not even look at your nor acknowledge your existence, even though it Customer Care that helps them keep their job. Finally, the pay and any raises to it, is entirely dependent upon the metrics of your work, which is utter non-sense.

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    Advice to Management

    Please stop your horrendous billing system. It will be your downfall, I'm sure of it. Also, create events where Customer Care meets with "the 7th Floor" people and they gain mutual respect for one another.

    Spokeo2016-10-03
  6. Helpful (2)

    "Good Company, Great Experience"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Care Representative in Pasadena, CA
    Recommends
    Neutral Outlook
    No opinion of CEO

    I worked at Spokeo full-time for less than a year

    Pros

    My time at Spokeo has given me a number of great experiences. Like other reviews have mentioned, one of the biggest elements to Spokeo is its culture. Spokeo goes above and beyond to create a work environment that is welcoming and enjoyable. The catered lunches, benefits, and social events are all things that make Spokeo as unique as it is. Another aspect to Spokeo’s culture is the how they have implemented multiple ways for their employees to get involved and be able to contribute. I was personally able to participate in the Culture Committee and the Spokeo Scholarship Program. These were opportunities where I felt like my voice was being heard and the suggestions of those around me could be taken into consideration. Finally, the connections I was able to create at Spokeo are invaluable. There are some genuinely incredible people working there if you take the time to get to know them. I was able to interact with people within my department and other departments as well and learn about the people who make up the culture of Spokeo. Everyone’s experience is different but it really comes down to this: What you put into your time at Spokeo is what you’ll get out of it. Yes the job can be stressful but the opportunities and experiences available here can balance that out if someone chooses to get involved.

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    Cons

    I would say the biggest downside is currently the limited potential for growth. I have seen so much potential come in and out of Customer Care without ever having the chance to be fully utilized. There are so many different departments for people to put their skills and abilities to good use, but they’re restricted by how few positions are available.

    Advice to Management

    I would encourage management to be more actively on the lookout for those in Customer Care with the potential for long term careers at Spokeo. I received encouragement about my capabilities and potential, but from management in other departments. There’s a lot going on in Customer Care but if management took the time to acknowledge and discuss with reps where they could best contribute, it would help reps feel like they were working towards something long term and were building a career at Spokeo.

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    Spokeo2015-08-27
Found 6 reviews