customer service representative

bilingual customer service associate

it support

transit manager

member experience specialist

American Logistics

I had thoroughly enjoyed my time working for ALC. The work is simple if you're used to call-centers and are proficient in data entry skills. The office environment felt tremendously more laid back (at least during evening shift) compared to other places, and nearly every other agent and supervisor were a pleasure to work with.

Ever since the start of 2020 however, the environment at work took a turn for the worse. They had added on one major insurance account which, at the time, had around twice the amount of customers than our current highest insurance provider. This led to obscenely long call-holding times (over an hour wait at times when our typical average was 2-3 minutes if we were busy.) Some days during the first few months it got so bad that, as someone who worked 12-9, I'd be on calls non-stop until the end of shift. (When calls started to die around 6:30.)

They *did* manage to separate that account from the rest of them after a while, but the first few months before that happened were a nightmare. Knowing that you're in for a full weeks worth of back-to-back calls with usually frustrated and angry customers severely cripples your desire to come in. I personally believed it was a mistake to take on that new account at the time that we did, since we were severely understaffed to handle it.

Speaking of customers:
Customer quality often varied from "The nicest, and genuinely thankful people you've ever spoken with" to "frequently attempts to cheat the system and circumvent important company protocols, and will vehemently pressure you until the call escalates to a supervisor."
Many customers consistently had problems regarding the services, whether they'd be genuine errors on our part (like not assigning a driver and getting them there on time) or something the customer was completely at fault for (such as the member not being in the right spot or address for their pick up.) A handful of members can often be rather hostile to you and your fellow agents as well, unfortunately; often requiring you to either have a long fuse or a thick skin if they start getting mean.

Of course, it's been a bit since I've left ALC, and some of the issues I've had may been rectified now. Or the might be even worse, who knows? If you decide to apply, then I wish you the best of luck. 

I have in the past made negative comments about ALC, but after much reflection and analysis, I can say without hesitation that ALC is a company that cares. I was well paid for the work that I did and there was genuine concern for my workload and the level of stress I experienced. As my health declined, I was treated fairly and given every opportunity to make changes to overcome my challenges. In all I came away from ALC with greater knowledge and experience than I came to them with. Much of my career direction and goals can be attributed to the opportunities provided to me over the years of my employment with them. I am grateful for their willingness to trust me with so many sensitive and critical aspects of their company.

A word about management. As with most companies some managers care for nothing but themselves, but most care more about the people under them.

The nature of the work isn't rocket science, but it's also something not everyone is cut out for. The best background depends on the job. For the operations center a background in inbound call center will serve you best. For field operations, a background in transportation management with an emphasis in passenger transportation will be highly valued. 

ALC maintains its own enterprise IT environment with its own proprietary dispatching software and mobile apps for interaction with drivers. IT support is provided by a spin off company.

Sales and marketing are oriented toward schools and medical clients.  A background in sales to either market, with current client contacts is preferred.

ALC has been a great company to work for overall.  I like the actual industry, and the service we offer.  A review of a few things - 
Atmosphere..  I don't feel like there is a culture identified. The company is trying to do some fun things, but it seems that nobody has the time to put in to this. It could be such a cool job if they would invest something in this, and I think people would stay longer.
Pay  It's low. St George is low in general, but ALC is paying lower than any of my friends who work in a call center. Benefits are pretty good, a gym pass is my favorite best thing.
People there are cool. I have met some great friends here, and even my current roommate. I wish the break rooms were better to provide a fun atmosphere for hanging out with them during the break time. The buildings are old, though, and by the way lack any sort of decoration or friendlines.
Management is pretty great. My manager in reservations was the best one I have ever had. I wanted to go back there because of him. Only problem is that he's busy every single minute, and it was hard to get time with him.  My manager now is nice,but I haven't spoken to him much. The supervisors are mixed, but most are cool. They work very hard and are also overloaded.
I think the biggest thing lacking is training. Its like everyone wants it and knows how bad we need it, but nobody seems to have time for it. Reservations did a good job, but the company seemed to not want to give any time for it. 
Overall the company continues to grow. At some point it will be able to stop for a minute and fix some of the things that it desperately needs to. I have lasted longer than most people, and am waiting to see if they are going to stay the same or get better.

I started out in the reservations department taking 100+ calls per day entering in reservations for non emergency medical appointments.  Phone skills are a must as well as being able to keep your patience as some passengers are a little difficult at times.  But, supervisors and managers are available to assist whenever necessary, which was a great help.  I quickly moved to other positions within the company based on my work ethic.  If you put in the effort and hold out long enough, you will be rewarded.  The company has great benefits and continues to be a growing company which makes promotions available often.  If you want a flexible schedule so you can go to school or have another job, ALC works well with accommodating your schedule.  If you want to make this company a career, there are many departments to grow into especially in St. George with Dispatch, Specialized Reservation Teams, Customer Care, Accounting, ...etc.  Just make sure you manager knows your skills and where you eventually might want to be.  When I started, it only took me about 6 months to get to a position I loved and now I've been here a little over 2 years and have grown even more.  I highly recommend ALC as a great place to work if you are willing to work.

I have worked for many call centers in the past several of years.  For the first time in a long time, this has been the company that I have been looking for to work for!  

When I first started out, it was small, and seemed timid, but it has continued to grow every week since then.  I quickly advanced and switched departments within not even a month of working here. I think the amazing part of this job, are the people that you work with; for me, I have the best team I have ever worked with, and not only  that, but I get to talk to some pretty cool people too!  I was surprised when I received a raise during a review I had, come to find out that after hard work, they decided that I deserved that raise.  Great feeling - they really pay attention.

When you work hard, you get rewarded!  Our team has lunch brought to us every now and again, especially for special occasions, or when we met team goals!  Even the different departments have their own special occasions or goals, and they get rewarded as well.

Yeah, there is always going to be some drama, and some cons whenever you work any where... but here?  Haven't found any problems.  They are super flexible with your schedule, and are totally willing to work with you and what you are needing.  They pay attention to those who do work hard, and notice those who need a little help, or even a push..  

In my opinion, this company is an amazing company to work for, and am glad that I found it!

The company keeps growing, and don't seem to have consistency at anything else.  That being said, at least it has been fun.  I like the random food and contests.  My co-workers have been awesome.  The supervisors and managers in both departments I have been in have been so wonderful to work with.  The company will drop huge changes on us, and expect us to follow suit within a day or so.  To be honest, it really makes the place stressful and not very fun to work for.  I am told it's because our clients want it, so we are good at delivering it quickly.  To be honest, I think it's because the account team doesn't know how to properly figure out what the change is, and they just expect the teams to figure it out. Oh and the new phone system is supposed to help us get with the times, but has set us back so much.

The pay is lower than most places in the area, but at least there is room to move up quickly.  There not really a defined path for how you move up, but you just hope that you are one of the people doing well.

The benefits are probably the worst part of the job.  Well, the insurance is anyway.  You have to pay almost the whole premium yourself, which is most of your paycheck.

Most of all, there are cool people here, and the atmossphere helps to get to know many of them.  A lot of people make friends here.

Working here has great schedule flexibility. However, talk about micro managing its terrible. They are good at telling you what you did wrong. Everyone gets reviews but supervisors.  As an employee who stuck around at a low wage of $12/hour knowing that new hires are making $15/16/hour is very disappointing. It was good news to know the company FINALLY stepped up to give us a raise, just to find out not everyone was eligible for it and you had to “work” for it. Seriously I can’t believe me taking my break 2-5min late and or not being able to assist a caller within this “time frame” would cause me to not be eligible for this raise. Ridiculous. Now us employees whom happen to be in the same boat have 60 days to maintain a score of 4.0 or above. Yeah no, little recognition to some very valuable employees of this company. Especially the ones who go out of their way, above and beyond for this company. Oh wait- yeah that part doesn’t count. Even the vice president of account management confirmed. Don’t waste your time here, they will work the cra* out of you and give you the run around. Very disappointed. SUPER UNFAIR!. 

When I was there, this company had no competent leadership or strategy beyond hiring and firing. As such, it was a revolving door of  scapegoats being overloaded with work that couldn't realistically be completed in the uneducated timeline provided.

If you are hired in a non-managerial role, you will be micromanaged, set up to fail and receive no support from your 'superiors' to complete your job. This company is in constant turmoil and instead of calmly troubleshooting issues, it's a frantic race to gang up on and throw anyone under the bus to desperately get the target off your back.

This isn't a place where anyone with  experience or a conscience can succeed.

So to be honest, I actually like the job and company itself.  I like what I do, and it's cool to help the people get to the Dr.  My manager and supervisor are incredible, and I even got a raise quick.  I am just over how gross the building is.
Every day at lunch, the co-workers and I talk about how dirty and smelly it is.  You have to hold your nose in the bathrooms, and even our on the floor sometimes.  We share the bathroom with another company that doesn't clean either.  They dump the garbage and vaccum main places out on the floor, but nothing else.  The floors under your desk are gross. I've seen the same little bits of trash for nearly 6 months.  The dust is insane, and they don't change the air filters ever since I have been there.  It's bad that it's getting cold outside, cuz people hate sitting in the dirty break room.  
Everyone notices it, and even the leaders, but nobody does anything about it.  Everyone is getting sick now, and I wonder why..hm.

A typical day at work includes back to back calls from angry people who will insult you and your family with no consequence. I have learned how to be an emotional punching bag because of this job. The management, while personable, is not reliable and does not value their employees mental well-being. The workplace culture is filled with quality people who have been pushed to their breaking points, burnt out, and then been thrown out with the trash. The hardest part of the job is getting anything done with the amount of work that is thrown on us as dispatchers. The most enjoyable part of my day is leaving, if I can get out on time, because with employment at half-staff it doesn't happen often. I worked for this company for the past 2 years and nothing has improved. Don't work for this company if you value your mental state.

Top Job Titles	Average Salary
Customer service representative 1 salary reported	$15.50 per hour
Bilingual customer service associate 8 salaries reported	$12.00 per hour
It support 1 salary reported	$61,500 per year
Transit manager 1 salary reported	$16.50 per hour
Member experience specialist 1 salary reported	$15.50 per hour

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