Our Customer Service Representatives support our Agents and Customers within our Service Operations Organization. In this episode, we shadow Senior Service Advocate, Jesse Ward, to catch a glimpse of a typical day in the office.
The secret to enjoying this type of job is to always smile when speaking with the callers. You will feel so much happier. Some customer service keep a small mirror on their desk to remind them to smile during calls.
Talking with the customers and helping to solve their problems is easy enough and rewarding in most cases(who cares if they yell at you over the phone occasionally?)... the darkside is the "metrics" that micromanaged those interactions. Ready time, after call work time, handle time,amount of calls taken, aux times....just to name a few. You typically don't get a chance to breath in between calls as well. You are in an office with hundreds of co-workers but basically no chance to interact with them other than quick breaks/lunch( where you prefer silence because of the headset you just spent hours on). All to say... this isn't a bad job... but you have to have a strong mind so it doesn't break you down. I have dug irrigation trenches and felt less worn out after a day's work. Benefits are usually good tho... buildings are temp controlled and clean. Work from home options nowadays.
i guess it's the same micromanaged metrics at every insurance company doing this... the ready time.. the jumping right into a call back to back to back, given so much queue time you can't do anything. i almost would rather taking calls all day and not having your own claims since when you're clients are angry it's more personal lol, i almost feel like it's a break getting on queue cause i can stop worrying about the 100's of things to do, until the management starts messaging you
I did almost 4 years of customer service. The pay was good but can be very stressful. Almost everyday dealing with irate customers, cursing, yelling, threatening and calling you names. I know they're upset and I try my best to help them with their concerns but some things are beyond my control within campany policy and you can't satisfy everybody. Thank God they approved my request to transfer to Back Office for nonvoice task.
yeah i've only been in it for about a year now and have a pretty good amount of knowledge for the majority of claims, still little things come up where you ask questions or for unique claims etc. but it's tough, I can be a bit sensitive I think more so than average? not sure, but it's hard to not get upset or stay professional lol.. but that sounds amazing to have back office non voice work!! i get a couple hours a day maybe for back office where i handle my own claims instead of taking random calls, but you still have to call people, follow up, etc. lots of calls. after a while it's been easier just to explain the policy and it's sometimes black and white, for example when they want to retain a totaled vehicle but not within the guidelines to keep it etc.
Knowing one's audience is foremost important in customer service. One should be able to pick up the tone of the customer and find a workable solution to dissolve and educate clients. I applied back in July for this very position in a remote capacity. Had an over the phone interview and never heard another word. However, I still represent Farmer's Insurance and now remotely representing California with my dual state licensing.
Oh god, i want to work in this, given my circumstances it is reasonable. HOW ARE YOU SO GOOD AT CONVEYING YOUR THOUGHTS at real time, i'm always so conscious and just in fear of what i may do wrong. Do i just practice communicating, deliberately being more articulate?
@@LilyZerep I'm looking into a job like this. I wanted to know was it hell because you was just sitting at a desk with a headset all day, or just dealing with difficult customers occasionally, or no place to grow in the company or something else?
@@TyGholston what is it like? I'm trying to find out if I would like it or not. Basically I'm just looking for a job where I don't have to think much. Do my 8 hours, get out and go live my life after that.
bloo jkl45 - Then working a job like the one we’re discussing should be fine. To be honest, I’ve never worked in an environment to the scale of Progressive... but if you’re just looking for something stable, that pays well, doesn’t require too much of you physically, and if you don’t mind being in a office on the phone all day... you’re good! The benefits are excellent too.
I have an interview today, I’ve worked for a local insurance company for 5 years and had to do these same tasks but I also had sales goals on top of that… I’m looking forward to just being on the customer service side only
ANYONE who has ever done any actual frontline call center work will tell you that this is not even close to what it’s actually like to be on the phones. The pay is shit, the hours suck, you have to work at least one day on the weekend when you first start, you’re held to the strictest metrics that are nearly impossible to reach on a consistent basis, and you have to talk to pissy and entitled customers all day who threaten to kill your family because you won’t give them a $20 refund that they likely didn’t even deserve in the first place. And that’s not even scratching the surface. Customer service is the absolute worst field you can work in. It’s where you go when you have literally no other options other than lose your house and get thrown onto the street. The only rewarding thing about working customer service is your last day on the job before finding an actual career.
@@McGaming412 The profession did. And it doesn’t just hurt, it literally kills people. But, I’ve been out of that racket for decades. Now, I’m doing what I love for a living and I am much happier and healthier for it.
@@MrRoboto81 Yeah, I totally understand you. Been working on this shit and I just don't get why the fuck you have to fill all the fucking metrics, to be perfect. They ask you for that since the first day and it's fucking useless annoying and disgusting. I don't like to vent, or being a bitch about something, but this is the first time that I have felt so bad in my life when I'm doing "good" (having a job and earning money)
I don't understand what is the deferent between the call center and client service what kind of work I should be doing what are the customers calling for are selling something for them or is like you working insurance company answering questions about their insurance
This guy is either an actor or a director pretending that he actually takes calls 🙄 Dress up day... omg ...a bunch of grown ass people sitting around in Hawaiian shirts pretending it is JUST SO FUN 😂😂😂😂
Exactly. smh x 100. He made me gag. I mean the job itself seems pretty low brain power=low stress but idk man. There's just so much out there. Cubical + car payment = chained to your desk!
I went for a job interview recently and the employer pointed out that on my CV it stated that I like pointing out the stupid mistakes made by others. He said to me why did you write that? I replied, I never, I typed it.
i did a group virtual interview for claims at a similar company. people had 4 year business degrees, probably $50-100k to do this job. i'm terrified to accept it it's work from home it sounds so depressing and stressful, 100 people a day? going through your voicemail all day or calling people non stop, i'd just be thinking about that all night before bed probably so much anxiety thinking about those calls and boring work no human contact is this what life is all about? where did we go so wrong?
@@missdesireindependance5194 yes i got hired, i have a 3 year 'advanced diploma' in business administration from college, but they said in the interview this is an entry level position and you don't need a degree or insurance experience, i think most of these company's have good training mine's like 16 weeks you do shadowing where you watch others do calls and then talk about it after, then you do 1 you put them on hold to ask questions it's a lot of work but good working from home i think and potential for promotions 12-15 months they said and get bonuses
@Ahkiana i'm from canada the company's desjardins, i just searched something like entry level jobs near me on google and applied online with a really basic resume lol.. but they sent me an email within a week saying the salary and some details and said if this aligns with your expectations then book a virtual group interview. i did it with 4 others super easy, then the main interview a little later again with 3 others nothing hard but if i got in you guys could lol, maybe Intact is good too
sir im last 1 yr working in customer care in india then can i work in ireland i have english language and good handling of customers..sr u help me with suggest..thanks sr..
jeez man i know exactly what you mean.. they're on me about it all the time, telling me my numbers are Way down, down to 82% when the goal's 85%. i'm like that's really not that bad maybe i had some tough calls or just needed a fking second to breathe after some calls, after doing this for so long.. just want them to give me a minute so i don't burnout entirely, it's worth giving me the min than pushing me like that Fk Lol!
they give us "compensation pay" for overloading us with claims where we can't even come close to meeting the company's or even normal expectations and standards. so if the threshold is 17 new claims a week and you get 20 you'd get like 50$ extra over 17 for example. but you don't ask for it, so you're doing normal hours but way too many claims and they make you do overtime, basically 99.9999% without saying mandatory, but they rip you a part, managers and clients, for not keeping up if you dont. everyone says just give me normal pay for normal work but they force it on you, i feel bad for the clients but im at a different company
Farmers insurance kiss my freaking ass.Worst to hell they don’t care about you all they want is your shitty money .You know why?Ha ha ha what they did to bff mom was awful if they were roach i could sguash farmers company like a snapp with my fingers .I really really hate that company . Their employee committed an error coz she’s incompetent what else and instead depending their client which is my bff mom a senior ctzn. They cover up thief own employee with the mistake she made and let the old lady pay the dirty consequences. What a horrible way to treat a customer Farmers you got it the small amount that you took from my bff mom will be a hell in your filthy business.Karma is comin 2 fast.
They can transfer you to the farms CA if they are roadside. But calling farmers directly you would need to have your policy number or some other information you have that is on your policy
the guys says 3 times he is there to help educate people on insurance.. translation:: how we here at farmers are going to educate you on how many different ways we are going to F you over, al the while smiling at you as he says heping you with the claims process
Lol... forget the part about how the guy on the phone with 5 years experience gets trashed because a drunk sales broker is mad about a commission they lost due to a denied claim. Insurance rocks!
Yup just like every other corporation this is a bullshit video. You'll end up in a huge room full of cubes with no privacy, probably hot desking and not being allowed to have your personal stuff there. And full of noise! And you're tied to the phone all day, and get talked to if you go to the bathroom out of turn.
The MAIN job requirement of someone who works on a phone in customer service is the ability to speak clearly, and distinctly. There should be no other requirement more important than that. Yet time after time, after time, we are presented with people with thick foreign accents who speak broken English. This is absurd !!!
