As a member of the Customer Care team in BBCC, the level of respect and dignity is lacking severely. The customer care division (BBCC) is treated as less than compared to the rest of the corporate office.
This includes any need or requirement for updated hardware or software. The log in process alone for BBCC employees is inefficient and a waste of company time.
Another thing to note is that Best Buy’s new Universal Workforce methodology removes any direct specialized agents. Agents are expected to be pulled into random projects outside of their original training. When pulled into these projects in the past year, there has been minimal effort to provide comprehensive training to help the agents affected.
In short, if you apply to be a Customer Care Specialist, you will be a universal worker across social media, inbound and outbound calls.
Leadership, when met with inefficient processes, are not willing to improve them to make the employee experience better. In actuality, there is little work done to improve the employee experience on the BBCC teams.
With respect to the Universal Workforce, agents doing additional work this past year have NOT been compensated for that additional work outside of their job description. Even worse, we have not received a yearly raise that meets the era of inflation we are experiencing. We received a 3% raise, which in the current US economy, this is a pay cut.
We should be receiving compensation for additional work performed and to meet the moment of inflation. It is insulting otherwise.
