Customer Service Representative - Recensione dipendente - Customer Service Representative presso Progressive Insurance

Company has a good culture. Coworkers were great, actually felt like family. Year end bonuses.

Work/life balance was difficult as some jobs were very stressful. Sometimes felt like you had to play the politics to get to where you want to.

Work from home and flexible scheduling, can slide schedule up to two hours to accommodate appointments, etc.

Unrealistic claim volume, it ramps up slowly when you're in training and then you start getting so many claims you don't know what to do with them. Customer service is constantly preached, but it's not possible to return voicemails, texts and emails timely while managing 20 claims a day. They keep increasing volume, and you have to spend a minimum of 5 hours a week taking live calls, during which you cannot make any calls out on your own claims, and are required to work each claim you take a call on to it's fullest point, even when they are brand new and unassigned, taking you away from taking action on your own claims that could prevent calls. They are incorporating AI and digital tools that were intended to simplify the process and reduce phone time, but customers are upset and refuse to participate, which means claims are delayed awaiting digital statements, and then need more phone calls anyway. The expectations are outrageous.