Toxic work environment with low pay. - Recensione dipendente - Customer Service Representative presso CAA Club Group

The way the company presents itself during training is completely different than when you hit the floor. In reality, it takes a very long time to get promoted anywhere (some are still call takers after 15 years); however, once you have been promoted you're petty much bulletproof. There is a lot of overhead and "too many chiefs" syndrome. Many of the staff in supervision and management have little education and experience, promotion seems to be more through nepotism and entitlement than anything else. There is a lot of interdepartmental conflict and a lack of communication, so initiatives get launched with little to no warning for you or the member. Long call wait times due to inadequate staffing make for many difficult calls and long, tedious days. Management recently cut hiring full time agents to just hiring part time agents with no benefits, so people have nothing invested in the company and therefore by extension -- the members. Many of the policies and procedures are customer "unfriendly" and you are doing a lot of damage control because of it. Inadequate staffing for roadside assistance means in wintertime this is a hellish place to work as people wait in the cold for hours. The goal of the call centre is on sales over service. You will lose commissions if member's leave CAA at any time. You are essentially put in the middle of an uncaring organization and it's members. The AXIS computer system is literally DOS based and ancient from the 90s and is very hard to work with. Days off are hard to get and God forbid you get sick.