customer service representative

operations coordinator

customer experience specialist

customer specialist

dispatch manager

American Customer Care

THIS IS THE WORST COMPANY I HAVE EVER WORKED FOR. The manager is a joke. He is overly defensive about anything you ask him that is work related. You can't talk to you're supervisors about anything without fear of being outright lied to or having to have a conversation with the manager that feels you are the scum of the center because all you do is answer the phone. You will take anywhere from 100-160 calls a day with little or no breaks in between. If the manager doesn't like you,  you won't get days off that you request, you won't get to floorwalk, you will not even get to be pulled off the phone for anything at all. They lied about the PTO you'll receive, all rules change by the hour, all of the supervisors are afraid of the manager so they're useless to talk to. If you quit or get fired you won't get unemployment,  if you get a warning about your phone calls the manager has the supervisors harass you for your whole shift. If you request a day off you lose the pay incentive they offer (even though that is never specified in any of the hiring paperwork), no paid holidays,  the contract makes it so that they can change your position there at any time with the only choice being if the program they switch you to hasn't started you get laid off temporarily with no pay or you can get laid off permanently with no unemployment because the manager feels he did his duty of offering you an alternative to being laid off. If you make the list for top handle time, you get a star student certificate, as if we're in elementary school.  The members will treat you as if you are the reason their rides suck (and they definitely do), every cab company is overbooked on a daily basis,  no one you talk to is understanding,  they all think they know everything,  if you try to explain the process they don't want to hear it, management doesn't care that these people are outright rude and abusive,  and if you try to correct the member's behavior as we were trained it was how we handle the members being abusive,  you will get in trouble. The client either doesn't care how horribly this center is run or they truly don't care about the people that use their service.  This place is a joke,  I wouldn't even recommend working here if you were desperate.

Working at American Customer Care was a unique experience. I have never worked in a call center before this and they knew that. My training for Motorola processes and chatting was an 8 hour long training day and the next I put to the test. Although very frightened I just started typing, their on hand help was not helpful at all because all management at the time was also new and had the same training as I. I learned a lot of processes and I learned that patience in key to really assisting a customer. I would say the worse thing about the job was the lack of communication between management and agents. When I was promoted to a lead agent I tried fixing that because as an agent I really saw the flaws in the management scheme that I thought I could fix. After 4 months of being a lead agent I stepped down from the job and tested the lines with being a Level 2 technical support agent.  At this time Motorola was really only focused on surveys the customers were filling out. The management of ACC changed at least four different times in the year I was there.  I was the one agent that had the most positive surveys at 195 and also lease amount of negative surveys at 6, out of 20 agents. After doing this I was accepted into a brand new department for Motorola Fraud Support. I trained myself completely and created all training documents for this department without knowing what the department truly did. Somehow I got it rift and I got to pick another agent to join me and to train. After doing this for only a month and half they then accepted me into handling customer escalations. At that point I was still doing tech support calls, fraud support outbound calls and now handling CEO MOTO email complaints and handling BBB complaints as well. I would say the most enjoyable part of my job were the people I've met and worked with and also the work. It kept me busy and responsible. However if you apply to this job and get in, remember this is very fast paced and changed almost everyday and the customers can be handful. But the rewarding part are your co-workers and all the experience you will receive.

I loved this job when I first started. The pay was decent for the area and you got a little extra for working your full 40hrs. The pandemic started and we were all sent to work from home which was great, but over time being degraded 40hrs a week over the phone becomes too much. I stayed because I needed the money though since i was pregnant. They don't have paid maternity leave which I was told later on, and I had planned to use my paid vacation days to cover part of my maternity leave. That didn't happen. I didn't get any of my paid vacation time/money. I worked there a little over a year and qualified for it but didn't receive a dime. Which was really damaging since I had no other income (single mom) and relied heavily on that job. I left because i couldn't work from home anymore due to connectivity and they wanted me back in the office (in the middle of covid) which my doctor strongly recommended against since I was pregnant. They run their office as if everyone is friends/family buy they really don't care beyond the paycheck. There was a constant rivalry between day/night shift and it felt like high school drama. There's constantly new classes of people being trained who usually don't make it past the first few weeks. They hire lots of young people, I assume because they need the money and will put up with more than the older people do. After i left for medical leave since I couldn't work in office I was told I would be rehired after I had my baby. That didn't happen. I reapplied multiple times per their orders (I needed money and I knew that I could make ends meet with that job for the time being) and never heard back or was told they weren't hiring at the time, which wasn't true at all. They had back to back training classes after i had my daughter and reapplied and wouldn't give me an answer as to why I wouldn't be rehired. 

During my time at American Customer Care, I observed several areas where the company could improve its policies to better support its employees. Although the supervisors were enjoyable to work with, the overall environment was negatively impacted by some challenges.

One area that requires attention is the pay structure. The current system is unfair and demotivating for employees, who can be penalized for minor infractions, resulting in a reduction in hourly wages. I strongly recommend that the company revise its policies to foster a sense of equality and ensure that employees feel valued and supported.

Another area that needs improvement is the handling of equipment issues. Despite reporting faulty headsets that hindered customer interactions and workflow, the resolution process was ineffective. I suggest that the company should prioritize the well-being and satisfaction of employees and customers by ensuring that equipment issues are resolved quickly and effectively.

Moreover, I was dismissed without prior notice or due process, which was unprofessional and unacceptable. I firmly believe that the company should review its policies and procedures to ensure that all employees are treated fairly and with respect.

In conclusion, I am confident that American Customer Care has the potential to be a great organization that values its employees and customers. However, there is much room for improvement in some areas, including pay structure, equipment handling, and termination policies. By addressing these issues, the company can foster a positive work environment and build a loyal and motivated workforce.

What is the best part of working at the company?
They truly treat you as a person and not just a worker doing a daily job. They care about their employees life outside of work and what they can do to accommodate things that our out of an employees control like kids, school, appointments.  They are extremely flexible!!

What is the most stressful part about working at the company?
I only had a stressful day when a recall or high call volume event occurred. This is only due to the nature of the Fortune 500 company we were supporting. Lots of legal jumbo to deal with so timing was a big impact but when all said and done, it was needed to protect the millions of customers our client providing goods and services too required. It was our job to make sure the public had the ability to get the answers they needed. We have always been the best in providing support for recalls of products we all use in our daily lives. 

What is the work environment and culture like at the company?
We are as diverse as you can get. I learned so much on how my coworkers dealt with their daily tasks and always learned from them.  Everyone’s brain works a little different and I enjoyed assisting in anyway I could. 

What is a typical day like for you at the company?
It’s always felt like I left my family to join another family. I personally enjoyed helping anyone I could to the best of my ability.  I always started my day several hours early than expected so I could be available to support the different departments that drive the day to day operations.

On the phones all day, taking inbound phone calls. Go by scheduled breaks/lunches.
I strengthened my customer servicing skills, I learned how to get handle time and my speed of typing down really well.
Management is very strict on when to get off phones to take breaks and lunches. They like employees to stay available every chance possible.
Co-workers are really nice and friendly.
Hardest part of the job is learning how to get your talk time and handle time down to times that the company has to be at. At first it is very frustrating and a little difficult, but it gets easier and better. Also, staying professional on a call when there is a very rude customer you are trying to customer service. But it gets easier and better once you learn the ropes of staying calm throughout the entire phone call.
The most enjoyable part of the job is satisfying the customer and making sure that they are taken care of. The feeling is amazing knowing you helped take care of a customer, especially if they are a valuable and loyal customer.

The company does provide the equipment needed to work from home however that equipment is old and does not work properly most of the time I have lost more time at work due to equipment issues than I ever have at any job for personal reasons and they do not try to off set that lost time with any kind of pay or flexibility to make up the lost time. Management does not try to assist when there is a problem the buck always gets passed to someone else, when you have a question you may or may not get an answer or response at all even when you have asked several times. There is no support or room for growth. If you happen to be one of the "favorite" you can come and go as you please or do whatever you want throughout the day while all your coworkers are doing their best to keep up. There is no accountability for poor work behavior and they only praise you for a job well done when you have been pushed to your breaking point and are ready to leave the job. They only do this to keep you invested in continuing to do a great job for them while you're coworkers continue to do as they please and you are left with the entire work load on your own. 

The only perk of this job is WFH. The pay is an abomination at 10$ with no raises. Management is inconsistent with rules and are never on the same page. Every day they come up with new things to nag about. Ive been here for over a year only because I have to, but please look somewhere else and save yourself the strain. I cant wait to leave this place. Breaks suck and are extremely strict on you going over even 1 minute of your break. They are constantly making work life harder and not paying you NEARLY enough to actually care about doing good. Ive learned to do bare minimum to get by because no way im going to sacrifice my mental for a minimum wage job. They do everything in their power to get sales and dont care about your mental. They dont let you DNC somebody unless they’re screaming at you, other than that they make you “save” the customer even though theyve said many times i dont want your product, they make you poke the bear if you will. Im mentally drained and my advice is run far away. Find a company that pays you for your work because they definitely do not. 

The actual job tasks, and working with other agents was fine, I rather enjoyed it, but upper management made it impossible to enjoy it. I was on call 24/7 and treated very poorly even though I was working all the time! I was constantly tested with my schedule and felt like I was being talked bad about constantly. My schedule was never changed, it was assumed, it was one schedule when I started and "completely flexible", and a totally different one later that was not flexible at all! I worked VERY hard for them, and so did my spouse, but that did not matter. I was dismissed and let go because of silly reasons. Not one employee that was there felt like they were secure in their job. It was commonly stated that "everyone is replaceable" and that was most definitely believed by upper management. I heard it several times a week the entire time I worked there! Good riddance!  If you like to leave work at the door when you leave, do not bother with this place!

Although the job in itself is quite easy, understanding all protocols can be nerve-wracking. 
The management is great and will help you with any questions you may have. 
The customers are a delight but like any customer service job there are customers who believe they are entitled to something.
Calls come in quicker than the reps can answer them and are constantly worrying about service level.
When working emails and a surge of calls come in, reps race to send out their email and close the ticket so they can answer the phone.
Due to the pandemic, the position is remote and the job requires the use of teams to communicate with other reps and super visors.
Some questions go in noticed when they are posted in the general chat which can cause members (customers) to hang up or can cause reps to take members off hold to apologize.
Some of the management will post comments on questions which can be taken as the manager who comments see the rep as incompetent.

Overall the job is easy and the benefits are good.

Top Job Titles	Average Salary
Customer service representative 4 salaries reported	$14.42 per hour
Operations coordinator 35 salaries reported	$11.00 per hour
Customer experience specialist 33 salaries reported	$11.67 per hour
Customer specialist 32 salaries reported	$12.38 per hour
Dispatch manager 31 salaries reported	$11.50 per hour

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