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There were only a few questions, and they were all after lengthy instances of being told how crappy phone CS work can be (paraphrasing), and being told all their requirements. The questions were just "Are you OK with this" sort of questions. 1) They require 100% availability. You find out Wednesday what your shifts are the following week. You can make no requests for these and they're rotating. I was told they can be morning, split, evening, just anything goes and zero consistency. There's rotating weekends, too. 2) If you need a day free for an appt. you can request it, but that's 30 days in advance, and she was very clear to say that it's just a request and there's no guarantees. 3) Everyone is required to do overtime, and there's been OT for two years straight, so it's just a constant. They automatically put your OT into your schedule you get. She said that it has been ranging from 2 on the low end to 8 on the high end, and for that, at least you can request lots of it if you want it, but you can't opt out. 4) This was early April. They were hiring 5 people, but since the process started, they lost more CSR's so they may hire more. 5) They require you to have the fastest internet, and a laptop, and cannot be a primary caregiver to anyone at home (since the rotating shift, how could anyone ever plan for daycare, etc.?). You also have to have reliable transportation because if your power went out or internet went out, you were required to leave your home to go to your closes Giant Eagle to sit there somewhere to work. Yes, for real. Zero providing of the computer/reimbursement for high speed, etc. 6) Pay was $16 per hour. 7) They very actively watch your performance and you get (I think) weekly, monthly and quarterly reports on your productivity. So, they twist the screws on the lowest level employees. 8) You are expected to give above and beyond service, BUT also, to enter data and to type during the call, never after the call, so you're ready immediately for the next call. This means, by necessity, you're NOT giving your full attention to customers, so aren't providing good service, but it's all part of the propaganda machine, I suppose.
avatar

Remote Phone Customer Service

Interviewed at Giant Eagle

3.4★
May 18, 2022

There were only a few questions, and they were all after lengthy instances of being told how crappy phone CS work can be (paraphrasing), and being told all their requirements. The questions were just "Are you OK with this" sort of questions. 1) They require 100% availability. You find out Wednesday what your shifts are the following week. You can make no requests for these and they're rotating. I was told they can be morning, split, evening, just anything goes and zero consistency. There's rotating weekends, too. 2) If you need a day free for an appt. you can request it, but that's 30 days in advance, and she was very clear to say that it's just a request and there's no guarantees. 3) Everyone is required to do overtime, and there's been OT for two years straight, so it's just a constant. They automatically put your OT into your schedule you get. She said that it has been ranging from 2 on the low end to 8 on the high end, and for that, at least you can request lots of it if you want it, but you can't opt out. 4) This was early April. They were hiring 5 people, but since the process started, they lost more CSR's so they may hire more. 5) They require you to have the fastest internet, and a laptop, and cannot be a primary caregiver to anyone at home (since the rotating shift, how could anyone ever plan for daycare, etc.?). You also have to have reliable transportation because if your power went out or internet went out, you were required to leave your home to go to your closes Giant Eagle to sit there somewhere to work. Yes, for real. Zero providing of the computer/reimbursement for high speed, etc. 6) Pay was $16 per hour. 7) They very actively watch your performance and you get (I think) weekly, monthly and quarterly reports on your productivity. So, they twist the screws on the lowest level employees. 8) You are expected to give above and beyond service, BUT also, to enter data and to type during the call, never after the call, so you're ready immediately for the next call. This means, by necessity, you're NOT giving your full attention to customers, so aren't providing good service, but it's all part of the propaganda machine, I suppose.

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