customer service representative

territory manager

locator

regional account manager

field executive

Agero, Inc.

Agero is not the place for me anymore. I cant do this sitting thing just trying to be mentally prepared everyday listening to these people and just repeating myself for hours in a day. I'm so much more than this. I cant keep feeling like I'm faking my happiness here. Its just repetitive boring and nothing but draining. There isn't anything fun about this job I feel like Agero always has some sort of indirectness to tell with their questions and answers. Always leave me wondering as well as some of our customers. They tell you if you need anything to just let people know what they can do to make the job easier but they only go so far to help and just don't give other options. I've been asking for a new position, new training, new skilling, for so long now and I continue to receive the same outcomes and answers but no one understands that if I've been asking and complaining for a while now that you would think they would try a little harder to find me something new to do. Because of this I feel like I'm nothing more than just a number to the company. Can they not work with me to figure out my options? Give me more insight on what to do or what's going on instead of leaving me to feel like they just blew me off so I can stop bothering them. They only consider you when its a business need they need to fulfill just because their bosses tell them to do so. Otherwise I feel like change and growth here is hard to get into. I never even wanted to get trained into V.A.S. they made me do it. I thought I was allowed to have a choice in what I wanted to do there. that's what they told me too. But when u try to say no to them its like they almost threaten you and trick u into doing it anyways. they told me I'm eventually not going to do so good in where I'm at already (which was a different department I just got out out of training for) and that by doing this I'm saving myself and I'm looked at better by the company for future positions id like to apply for. When I got into V.A.S. I immediately did not like it but I continued and gave it a try unfortunately I still feel that way. At first my scorecard was horrible in VAS then I made big improvements on myself gave agero what they wanted only to make myself even more unhappy. I asked one day if they place us in different departments based of business needs and they told me its based off how great you are pforming. if that was the case why did I not have a choice to stay in the department that I'm content in?  dreadhereeveryday I'm scheduled to work. I tried different schedule's and everything to not feel this way but nothing seems to work. Not only that I feel like the scorecards we have are so unmotivating I mean I can have 20 good surveys that show I did my part in this job but for some reason everyone else can mess that up for me and its left for me to fix? so I end up with just a few bad survey's and next thing you know CSI is nothing but red and I cant have a perfect green card ever. I get so discouraged sitting here. how can I help these people when I feel like I cant even get help for myself? How can I provide excellent customer service when I'm sitting in this chair discouraged by the company I work for.  And when I do provide excellent service it barley gets noticed. (or so it feels like it) agero isn't  completely horrible. They have good pay and they have only 2  great supervisors and managers. Those are the only reasons whyihaven't ran out of here crying yet is because out of every boss or soup. whatever you call it they have gave me some motivation to continue here while I came across reasons everyday to not want to be here. They did help in little ways to get me to improve but now that I'm there with my improvements and doing the best that I can. I'm still left with this bitter taste. I have bills to pay like everyone else in this world and I need the money I don't wanna leave the company I just wanna be heard out. my experience working here has been horrible since I started but I was able to push through. I'm tough to crack and agero has succeeded. so I'm left not knowing what to do about it. other than quit I don't feel like agero can "help me" anymore than they have. I Really wish I didn't feel this way.

Let me preface this by saying that I used to love my job.  I work in the Blountville location. I absolutely without a doubt loved my job.  Sure it was stressful, but it worked with my schedule and the overtime pay and the extra $25.00 gift cards (typically one for every 4 hours or one of every three hours) for working overtime more than made up for my near constant exhaustion. I worked overnights in RSA (roadside assistance) but was given a heads up a few months before they discontinued overnights and asked to apply for Accident Management. After my luxurious eleven cent raise, I was actually pretty happy in Accident Management.  Then they suddenly fired 30+ of the bottom "under-performing" reps without any warning whatsoever.  They just came in that morning and then over lunch were told to leave. I've not even sure if they had time to pack their things and leave properly.

Since this unexpected event, nothing has been the same since.  Moral went into the pits of despair, management just became a bunch of micromanaging dictators--my own manager who is a 19-year-old high school graduate with no college experience has become absolutely drunk with power.  While he claims to work hard for us he seems to constantly be away from his desk or buried into his mobile phone and when you do ask for help you're told to go ask the Coordinators. When asked about something in relation to doing his job he often starts the sentence with "I don't feel like.." or "I don't want to have to..."  He even went as far as to tell us all just to approve things under his name and extension when we got hired because "we knew what we were doing" to now accosting us as to why we approved X, Y and Z under his name/ext and saying we should have reached out to the Coordinators for approval. I now rely pretty much 100% on the Coordinators because my supervisor is useless.  He's also become rather snarky and passive aggressive which is always a joy to work with.

I think I've just outgrown Agero.  I really thought it was a place for adults, but they only promote the most unqualified people they can find unless the position immediately needs to be filled and then any old body will do.  You're constantly treated like you have no idea what you're doing or how to do your job.  They only care about green scorecards and the only way to have a completely green scorecard is to basically not do your job.  Once I adopted the IDGAF attitude in RSA I was in the emereld city. So if you're a competent adult who knows how to get the job done then I honestly wouldn't bother applying here to work. You won't get any sort of raise because those are completely based on scorecards and you won't be promoted because you're not a mindless drone who just walks around re-affirming the management skills of higher-ups.  If you're an utter moron who can kiss really good brown noser and kissing up to anyone higher than you then go for it you might become President of the Company.

Pros: the overtime perks can be good and they feed us a lot.

Cons: near-constant exhaustion, no work-life balance, health benefits are pretty sad, everyone plays favourites, competent people with minds are seen as threats, HR is a joke, all but like 2 supervisors are pretty much jokes...pretty much everything else is cons.  Oh, and we have a pretty serious bedbug/roach infestation that seems to be on-going.

I worked at Agero for about 9 months and was terminated because I viewed a text from my really I'll sister even though I wasn't on a call.  There was a strict no looking at your phone while on the call floor yet all supervisors were allowed to have and use there's.  The supervisor that reported me was always on Facebook on her phone but Karma came around because a former coworker said she was fired a couple of months later because of attendance problems lol.  The first half of my time with the company was decent.  Everything started to go south when my training classmates and a few other roadside assistance agents took additional training for handling calls for vehicles involved in an accident, theft/vandalism or severe weather event.  All of us agents started the training with the assumption that it was a promotion and we'd get a raise and feel like the training was mandatory even though it wasn't.  With those types of calls we had to encounter many more cases of the customer's insurance claims adjuster submitting incomplete or totally incorrect info.  Also the adjusters took an unnecessarily long period of time to send over the info for us to secure towing services.  The insurance companies paying Agero for it's services required Agreo agents to consistently capture accurate information from the insurance policy holder but the employees of the insurance companies weren't held to the same standard.  I myself had to have my recovered car that was stolen towed to a collision center and waited for over two hours after I got off the phone with my insurance company before an Agero (FL agent, I live in AZ) called me to confirm my info, which I had to correct a couple of details.  The tow driver arrived sooner than expected.  The Agero agent did her job perfectly but the fact that Agero employees were expected to give better service than the insurance company's own employees was very stressful.  I had a case where the insurance agent entered in the incorrect destination state.  The address was correct other than a wrong us state entered and the tow said the distance was over 2,000 miles.  After searching the address in the same state as the vehicles location while calling the customer the tow only was going 15 miles away.  Luckily I found that and the rest of the address of the collision center was correct because the customer didn't answer after attempting to reach them 3 times.  Mistakes like this by an insurance adjuster is unacceptable when their lack of accurate details sent over can threaten their customer's safety.  Agero needs to demand that the insurance companies paying them for services are expecting that accurate information is taken by the adjuster as well as the Agero agent securing service for the policy holder.

There is too much favoritism, high school drama.  If overtime is mandatory, they will require you to sign up to work 4-8 hrs extra and if you don't, National will take it upon themselves to sign you up on your day off. I think that is really fair.  They want you to do all this stuff for them by working you like you are in a sweat shop, but if you need a day off, they deny you or take away your vacation time that you signed up for. 

The only great thing is the employees.  The managers aren't very good either except for a few of them.  They don't have the employees back and some of them just gossip way too much.  There is one supervisor that will even go as far as yelling at you in front of other employees,harass you and one of the OM's.  

This is the worst place I have ever work. If no one likes you there, they will harass you until you can't take it anymore and quit. There were days that I went home crying because my supervisor would degrade me or yell at me in front of other employees.  I would think that harassment or bullying of any kind is forbidden in the work place, but not here. Sometimes you are even rewarded if you make rude comments to employees, or ask other employees out, you are rewarded to OM or Supervisor.  This is the way this company rolls.  

Everyone there is so stressed like a rubber-band ready to snap.  Even young people in their 20's are stressed.  

The company tells you to trust the system to validate the location, but it doesn't even work. You have to rely on Google or Bing Maps to confirm the location which is really sad considering they have the money to fix the system, so it will be easier to validate the location, but they won't even fix it. The upper management in Boston, won't even listen to the employees when they say the system needs to be improved. If they do, they only listen to the ones that they like or the supervisors like. 

The New Dynamics doesn't even work either it looks like they threw it together in a week.  It is slow as molasses, and if your numbers are bad then they get onto you.

The service providers always complain about not being paid.  Over half of them want a credit card or dead head miles just to confirm that THEY WILL GET PAID. Supervisors, OM's, and the Alert Team say that they list is right, but it isn't when the first one on the list is 100 mi away or every one the list is out of area.  Years ago, it wasn't like that. SP's were meeting their ETA's and weren't asking for credit cards.  I think that they only give you a 60 min just appease us.  The providers complain all the time about not being paid. The account managers don't even return their calls or emails about payments, billing, or updating their info (fax or email updates).

Easy job helping stranded motorists until you hear there are HUNDREDS of calls waiting in the queue. That sometimes would stress me out because you don’t have time to even take a sip of water in between calls if there’s a flood or storm somewhere in the USA. It’s a quick, simple script you follow from start to finish helping secure roadside assistance. However, Agero uses scorecards to rate your speed and call handle time, which I always failed miserably because I actually took the time to make sure the customer was 100% taken care of. My customer’s surveys always rated me 100% (perfect) for my performance but my scorecard suffered because of it, so I never qualified for any bonuses.  Everything revolves around your scorecard so if your coworkers set up the service wrong (tow truck dispatched to wrong address, for example) but they do it the fastest, they get rewarded with bonuses. But it seems I always got the calls from angry customers where help never arrived and it took me twice as long to calm them down and fix it. It’s a very “pass the buck” environment on the call center floor. B/c it’s all about your scorecard.  On a good note, great incentives, pot lucks, catered lunches, contests, games, gift cards, very clean building, and good health insurance. The flip side of that is there was a LOT of revolving door employment- always hiring because no one stays. You earn vacation but it is practically impossible to use what you earn. If you call in sick you can’t use it. It is possible to have 30hours of vacation yet be fired for missing shifts. They use a “gas tank” model for absences instead and 0% acceptance for hospital or doctors excuses if you are really sick. Lucky for me I’m healthy but I always felt uneasy, like I was always just a sickness away from being fired. Last comment, they over-preach wellness and healthy living - stop smoking, stop drinking, eat healthy, exercise...via emails, weight loss program assistance, bulletin boards, even plastered on the bathroom stalls... yet take away our onsite treadmill and elliptical. All in all, It’s a pretty good job with really decent benefits, just don’t ever miss work, expect to work all holidays, follow their script as fast as you can and you will do just fine. I’ve managed to last so far! *smiles*

For the stress level you will endure, particularly on the Summer months the pay is exceedingly low, and customers are very entitled. While your direct management does care about you their hands are tied yo exact any actual change. Advancement opportunities are very few and far between and it will at times seem that tou are absolutely burried. While the job description says Case Managment the reality is that this department handles complaints and you WILL hear many of them and daily. The entire department is understaffed, underpaid and has a significantly high turnover rate, none of which they will tell you until afterwards. The department has an unfair reputation for being a dead end and its largely due to very few opportunities to advance and special projects happen often but the client is very selective. Overall the environment is very fast paced, its easy to burn out and while this review I'm sad to say has been very negative the people who work beside you are often genuinely fantastic.  Most case managers will not stay either because of a combination of low pay and high stress or as a result of a better offer or the company's strict attendance policies. A family emergency is essentially the end of your career if that happens, you'll be placed on a final notice as its a points system and the company itself primarily focuses only on numbers which are very often unreachable and the so called incentives are good but the small handful of your coworkers that don't do thier job will cause difficulty for you because you spend the time cleaning up their mistakes, which you will do numerous times on a daily basis. The job is stable but it is "Salaried" at a lower pay rate and you are requires your weekly 40 hrs so that you have extra time to work through your case load, this extra work however makes the already low pay rate more frustrating to justify. The job is very high stress and there arr seldom few advancement opportunities. The company does a lot to bolster its image which is better than others in the area however note that you are working for a corporation and ultimately numbers are the only determining factor

Emergency roadside dispatcher is the title of the job, but that encompasses a lot. You take calls from people stranded on the side of the road and then set up roadside assistance is the basic description. The service needed can range from a tow to a winch to a door unlock or become more complex depending on the program (mobile mechanics, battery installations, ect). The training is 2 weeks and then you shadow someone for 1-3 days, then you're out on the floor taking live calls. For 3 months (I think), you have people called "coaches" around you on the floor that you can ask questions. The adjustment period is pretty tough at first. The training is pretty good in class but they can't cover everything you just receive some weird or crazy calls. 

I would say the hardest part of the job is that absolutely everything is graded and it feels as if they sometimes have unrealistic standards. Everything you say in a call in recorded and then potentially pulled and listened to by someone and they 'grade' your call. You must make sure you hit all the 'criticals' and 'non-critcals' while in the call - if you miss a 'critical,' your overall index (basically what determines if you get a bonus or get fired) drastically goes down. In addition, every aspect of the call is timed: How long it was, how long you were holding, how long the silences in the call were, how long it was between your calls, literally everything. The customers also fill out surveys on you and must achieve your goal customer service score or else you are in trouble. The issue is, excellent survey's are the only thing that count for you - if you receive a 'good' survey, you might as well be getting a poor because it counts the same. It takes seven excellent surveys to make up for one non-excellent. The people who call in for roadside assistance are generally not in a fantastic mood, their car just broke down and now they are trying to figure out how they are going to pay for a new transmission in 103 degree weather. Then suddenly they're on the phone with you, and since no one knows what their roadside assistance actually covers, you are delivering the bad news of the $35 (or whatever amount) overage fee. While the job can be rewarding, and I enjoy everyone I work with, it's frequently stressful and the standards they set sometimes feel unrealistic.

This job was horrible. A good portion of the training group left before the end of the first week because they felt mistreated and ignored and stressed out. Everything was done over zoom at the time. If you had any computer issues, they blamed you for that. You have to log into a system, which doesn't work half the time, no sooner than about five to ten minutes before your shift starts to find some number that is shared with a few other companies whose employees fight with you over numbers, then document the number and sync it with your phone system within about five minutes, or you are considered late.

Before I was even finished with the practical "nesting" portion of training, people were already being drawn out into training classes for more difficult departments that didn't pay any better, but had tons of new expectations, in addition to everything that you just learned. Then, when they scheduled me for those classes, the people that scheduled the classes didn't coordinate with the people who did my schedule, so I got marked out of compliance for following the new training schedule that they told me to follow.

Their systems have information scattered around all over the place, making the information you need difficult to find. You need to have a bunch of different systems with different passwords open at once, and the sign in process for them can be challenging. These need to be signed into after you're already clocked in and taking calls. 

Many calls consist of people being stranded out in the middle of nowhere off the side of roads that aren't even listed. The customers usually don't have any idea where they are and can't explain it to you. Then you have to wait for car service companies to answer you when you have to go through long lists of them, especially if you're working overnight. 

So, by the time you've spent a half an hour just finding them, then getting a hold of a service provider that's actually willing to work with you, you've gone past your call time limit of about 5 minutes or less. They have outrageous expectations and do very little to help you. It has high turnover because nobody wants to stay with such a horrible company.

FYI- Only gave 1 star because it was required that a rating was done, otherwise I would not have gave this place any stars. First of all, it took about 1 1/2 months to get hired due to their hiring process. Once hired, training class started about 2 weeks later. Training class seemed so unorganized, not sure if it was the instructor herself with her constant side conversations about her personal life or the loud disturbing classmates. Some people need to focus and read to understand everything, but it was kind of hard to do so with all the loud talking of those who obviously understood the material. The instructor could have had a better handle on things in the classroom. After getting through the 2 weeks of classroom learning and getting onto the phones, that is where the stress began. Having to use all the info we learned or didn't learn in the classroom in a timely manor while on the phones dealing with irate, emotional, upset, etc customers who were in need of roadside assistance. There was a lot to deal with and became very stressful, especially when coming across a type of call that was not explained in the classroom. I personally believe our main goal should have been getting customers the help they needed without having to worry about the call time goal, but I guess the shorter the calls, the more calls they get, the more money is made for them. And if you can not make ACD goal they are quick to lead you down the hall of shame out the front door....which is very demeening. It was basically a succeed or fail kind of work place. Sure there were coaches around to help, but sometimes it felt like they were being burdened by our questions, or at least for me when they talked down on me and talked to me like I was stupid and should already know the answer....excuse me but that is your job, hence the title coaching!! Anyways enough of my rant, I am just glad I found out this job was not for me before I went any further..

Ok I want to start off saying that this a great job, don't get me wrong, but here I'm always under stress, supervisors are a joke except like 4. I have seen supervisors and agents being buddy buddy making fun of people, talking smack behind their back, etc.They "claim" favoritism isn't a thing here but I see it everyday. For example, if you want VTO and you kiss enough butt then you get it.You get Volun-told to be in positions and the trainer for Accident Management is so horrible, I'm still figuring out how to navigate through the software all because  She was only concerned about "Agero wants nice things" and talking to other students in the class, then 4 days into training you get thrown out to the sharks. I understand a company wanting nice things, but a nice thing would be helping your employees do nothing but succeed, also Embarrassed me in front of the entire class because my computer was acting up and made it a big deal. Supervisors tend to want to work with you but that's rare. My first supervisor here called me out for my look on the world and made it a big deal. But when you start they paint this beautiful picture of how Agero is a great career. Well once your here for a while, you see all of the bull unfold.  Emotionally exhausting,  poor training, always under pressure,and favoritism. I can't say it enough. But if you can look aside all of that them it's a great job. But personally I believe they need to clean out the supervisors that don't care about their job or not show any initiative and get people that are going to knock it out of the water and care. Then they laid off my entire team. And they are always "hiring" No job security. But what gets me is, if you all lay off a bunch of people, then why are you having job expos and always telling us to refer people, does not make any sense. They said they were doing away with overnights at one point and they only said that to get rid of people it's bull.

Top Job Titles	Average Salary
Customer service representative 25 salaries reported	$16.27 per hour
Territory manager 13 salaries reported	$66,538 per year
Locator 8 salaries reported	$20.25 per hour
Regional account manager 7 salaries reported	$75,000 per year
Field executive 7 salaries reported	$75,000 per year

Working at Agero: Company Overview and Reviews

Agero

Agero Ratings

Popular jobs at Agero

Salary Satisfaction

Job Seeker Tools

Employer Tools

Browse

Stay Connected