delivery driver

retail sales associate

sales associate

store manager

repair technician

Asurion

Working for Asurion has its pros and cons like any other company. But as a front-line expert I would honestly say its cons double and maybe even triple its pros. The company itself has fundamentally good values on paper but those values do not always translate to the expert experience.
Example: An employee tests positive for COVID and is required to take time off due to being extremely ill. Employee Solutions/HR advises you will be paid 100% of your salary to cover the time you miss. GREAT!? Wrong. They will make you go through weeks of paperwork and multiple departments just to get approved. THEN…When you are finally paid it is not for your scheduled and normal work hours no. They backdate the average to the first 75 days of the year. Please note the reason this is especially IMPORTANT is because Asurion was so overstaffed in the beginning of the year that they were asking, begging, and literally paying people $150.00 a week to take VTO (voluntary time off) for days, weeks, and months at a time. What that translates to is if you participated in any VTO (which can be forced upon you because your supervisor can submit a VTO request on your behalf) then the average of hours you are paid for even if you’re working 40-60 hour weeks now is based off of the hours in which they were begging and forcing people to go and stay home because they were overstaffed. If you are a full-time employee that works 40 hours a week and have to take time off due to the current pandemic you might be paid half of your hours at best even though they tell you in writing that you will be paid 100% for time missed. Then they make you feel stupid because you did not understand, and it was not explained and now you are bothering them because you feel you were paid incorrectly.  

Additionally, … You remember that amazing VTO thing I mentioned a few lines back and about how overstaffed we were. Yeah that is no longer a thing. The turnover rate here is extremely high because of how poorly experts are treated. So as a result, we have currently been working a minimum of 3 hours of MANDATORY OVERTIME every single week since April. On June 2nd all experts received an email where we were thanked so much for all of our hard work and sacrifice and advised that we would no longer be MANDATED to work 3 hours of overtime but only 2 hours a week and for just a couple more weeks because 22 new hire classes were starting. That 2-hour mandate lasted for exactly one week. The following week without notice we were required to work 3 hours of MANDATORY OT again. Also, if you do not schedule your mandatory OT yourself, they add it for you in the most inconvenient time slot possible because again you’re bothering them by making someone else work to add it for you.  However, I digress. 

Let’s get into the nitty gritty. As you have probably read this job is advertised as being a TECHNICAL SUPPORT REPRESENTATIVE. As of today, and for at east the last 365 days, as this was the exact job description that I applied to and was hired for over 1 year ago. You may think you are going to be a technical support representative mixed in with a bit of customer service. That would be your first incorrect assumption of this job. This job has transitioned into a SALES job. Yes, you read correctly. As a technical support representative for Asurion you are actually a salesman and you will be held very accountable for these sales metrics. It does not matter if your caller was misdirected, if you are unable to resolve their issue or even if they are calling to cancel service you are REQUIRED to attempt to sell them Verizon Protect Home. If you do not you have the possibility of being written up. Yes, you read that correctly. Sales is your job and failure to do so results in corrective action no matter the circumstance behind it. 
Quick note on your basic metrics and the bare minimum you are expected to adhere to because failure to maintain these minimums will result in corrective action: Customer Experience <80.00 / Resolution <45.00 / SP100 (SALES per 100 calls) <5.5 / CRT >1167 / Adherence <85% / Absenteeism >5%. That is right sales are so important to them that they have integrated multiple metrics for it. 
    
So, remember how I said this is no longer a technical support job but a sales job? They have literally taken sales so seriously that the company has adopted and launched a new PPX (pay per experience) model in which you are not paid by the hour but paid by each RESOLVED call and sale. Asurion has allowed experts to opt into but it has been filtered down that this will be adopted enterprise wide for frontline expert’s year or two. Meaning when customers call in if you are not personally responsible for the resolution of their call: transfers, call back, dropped calls no matter how much time you spent on the clock working with this customer you will not be paid for that call because you did not resolve. 
If you are not a stellar salesperson when you reach out for help it is likely someone in your leadership organization will tell you “well this isn’t the job for you.” 

Con’s 
Pay - your paychecks will probably be wrong on a very consistent basis and anytime a payroll adjustment is required they drag their feet. Also you will have to choose to get your discrepancy on either a payroll card which can mess up your normal direct deposit or you have to wait until next payday to have the funds sent to your bank. 

Scheduling – You bid for a schedule once a year if you do not like your schedule tough luck. You can slide your schedule sometimes if you do it far enough in advance but if your coach doesn’t like you they will schedule meetings that you’ll never actually have just so that you cant slide because if you have anything scheduled you cant move. 

Benefits – employee paid portion is very hefty (ex: I am single w/no kids I pay $220 bi-weekly) 

Meetings – You are advised and promised that you will have regular coaching and development sessions to talk about how you are doing and what your career plans are and how to get there. Your coaching sessions are scheduled and cancelled every single week because the turnover rate is so high and we’re so busy they cant afford to let you off of the hone for 15 minutes a week to talk to you about how you’re doing. HOWEVER, if a customer gives you a bad rating even for something that wasn’t your fault (example: cx had a bad experience in the store they leave a verbatim about their store experience) you will get a 10 minute coaching session so that you can be reprimanded because their experience with you wasn’t enough to remedy the poor experience the cx had in store so you’re a bad expert. Those sessions are never cancelled.   
If you need to speak to your coach, manager or HR good luck getting time scheduled to have those conversations you will have to come in before or stay after work (unpaid) or get reprimanded for dipping into your adherence.

Programs – All of the programs that you are promised are available for your career growth are non-existent or a lie. I have been attempting to get into the Bachelor of Technology program for 12 months I was supposedly on the waitlist six months later I was told it was being revamped then six months later I was told since call volume is so high the program is currently not available because training and elective programs cannot be scheduled. Peer Advisor is closed, and I just found out not available to WAH experts because you cannot side-by-side while working at home. However, I have in writing from an Ops Manager before I transitioned to WAH that PA was absolutely a possibility and if I was already working on it then the transition would be super easy after coming to the WAH space. Also, Asurion keeps hiring external coaches but have the Coach Apprentice program closed and are not accepting applicants from internal employees for Coach roles at this time. You wont ever be able to attend any ERG meetings because they always happen while you’re working and it is IMPOSSIBLE to get PTO or VTO to get an hour to attend a meeting so just don’t join because it isn’t worth the effort. 

All in all I started 15 months ago in a class of 24 we are currently 6 people left (even our trainer is no longer here) and 5 of the 6 people in that group are all actively and aggressively seeking other opportunities the 6th person is currently on leave of absence and has told us they have no intent on returning. My family member worked here 3 years before referring me and has also separated from the company. If you NEED a job you can absolutely get hired here be paid decently for 6 to 10 weeks of training while looking for another job and work this short term because trust me you won’t want to stay here long. However, if you are looking for a job with stability, growth, opportunity, and longevity this is not the space for you look elsewhere. 




This is not a negative review it is an honest review of overall general working conditions. If you want to know the negative then just message me directly and I will tell you the DOZENS of terrible experiences including being belittled and humiliated by Supervisors, being racially discriminated against wit no recourse, denied leave for bereavement and received corrective action for the absences related to the death, being written up for absences due to COVID after I was forced to terminate my short term disability claim and then shorted pay for a policy that was not explained to me.  I have all the receipts, emails, text messages, phone logs to verify those experiences and nobody can change my experience.

I am so glad to be in background process for my new job. I have not decided if I going to officially give notice yet or if I am just going to quit. When the experience has been as bad as mine, I am sure it does not even matter. My advice.  

Run!

Do not do it. 

Its not worth it. 

You do not want these problems. 

There are MUCH better jobs. 

Say no to Asurion. 

Typical entry into the job.
1 week training, policys, and very minor system training.
3 Weeks sales training, mainly role play on offer and rebuttals.

You hit the floor 5th week, you will find it very difficult to teach yourself the job as you'll handle a call every 1 to 2 hours. Once you cut that down you realize you barely taken a single call you've been trained to expect, the only resource of help will tell you to transfer, you will be written up if you have a transfer rate above 15%. Oh and best yet, they obviously have terrible training because you can have upwards 5 minutes between calls, but usually your inexperienced tech lead help is already a 5 minute wait. Oh but get this, they got to that position with SALES, do you want your SME being someone who exceeded in sales?So you know what happens, they give you non-existant solutions, ask you questions you litterally just told them you tried, at so much a point, you give up and even forget to rate the interaction they took so long you couldn't be bothered anymore.

Our supervisors, got to their positions off... NOT SALES. They were mostly promoted before it ever became a requirement, so what does that mean for the Tech support? You bet, BS fake it till you make it (Oh they use that phrase a lot even in training, fake it till u make it) supervisors acting like they can sale regurgitating something they read or saw on a YouTube seminar for sales. None of it being helpful, just telling you to CUT DOWN your offer, which means.
String it together VAGUELY describe what's covered so it SOUNDS BETTER otherwise the customer will TUNE OUT. Who does dishonest sales like that? Asurion. Don't actually educate the customer on what it is, just briefly build an idea about what it is, regardless if their idea is accurate. As long as legally it can be seen as a legitimate sale.
Convincing people they will save money on their protection by slying mentioning their other protection. Litterally is telling your advocates to "Manipulate them into thinking they are upgrading their existing add-on, not adding a completely additional one."
And if you are legit, the customer will always ask "Are my phones included" No, for that plus this useless garbage youll pay around 47$ a month. WHAT A SERVICE! Absolutely designed to save money!
Who in their right mind, is going to pay over $500 a year to cover garbage chinese technology? SERIOUSLY?!

The CEO has decided that the supervisors have to find atleast 3 times a week something you are doing wrong, there is no doing anything correctly, because they can find any example as to what you can do better.
After a 6 weeks in, you will realize you are being compared to agents who had 8 weeks of training. (yeah they decided half of that was even better) And have been working for the company 3+ years before it ever required sales. So they added more job duties and complexity, AND REDUCED THE TRAINING DURATION BY HALF!>!?!??!?! How does that make any business sense?
So you will be compared to EXTREMELY tenured agents, who got to master their job without the dread of losing it over sales. Now if you don't know anything about tech support but you can do sales.

Apply, they don't care if you cant do that job, they only want sales.

By your second month you will have had been called into a meeting with a few other agents, they claim to be a focus group to see how we feel, FAIR WARNING WHINE OR COMPLAIN, UR JOB ENDS THEY CONSIDER THAT NOT TRAINABLE. It's really just to tell you, you are a "Revenue-Generating-Engine." OM's words, not mine. 
I was hired for tech support, are you seriously saying thats not what you are hiring for?

You will have also realized through interactions with customers who were just sold VPH exactly how the reps are doing it.
Convince the customer without actually saying that their total mobile protection is covered in the verizon protect home, which is not true, so they act like the customer is only paying 7-10$ in addition to get all these great benefits.

Recently the company decided after reviewing analytics, no one is keeping the verizon protect home, so lets now tell all our agents they need the customers to keep this for 7 days to get bonus credit.
So the company is already working towards now removing the incentive so they can act like its just a sales job. But they now must know people have been selling by conveniently misleading the customer beliefs.
Right? NO! because you will still keep the metric, just lose the bonus.

The product CAN BE SELLABLE, if you had a choice to break the verizon protect home bundle, into one of its smaller pieces. like digital secure or the verizon home warranty. NO YOU HAVE TO SELL IT AS A BUNDLE, A SERVICE THEY CAN PURCHASE SERPERATELY THROUGH VERIZON WE HAVE TO SELL AS A BUNDLE.

That is not sustainable.
The service is overpriced for what it actually offers as most people who use tech support are OLD PEOPLE. The company is fully aware of that, they created "Training" to try to brainwash their advocates who are struggling with cost, that its a good deal and you'd have to be crazy not to want it, but they clearly don't believe in the product because they are terrible at convincing anyone of there bull, but its not their fault they are just as scared to get fired by not showing performance by creating a "Revenue Generating-engine"

Asurion got to where it is, but not being what it is today.
Asurion is on the down-hill.

If you are good at Sale Lies (Sly)
This place will treat you great!
Their entire hiring process was based on a lie, and training proved it immediately.

When I applied they had two job postings, one that had no mention of sales (the one i applied too) and the other that did mention sales.
During recruitment they mention sales, and how only OFFERING is required, they do not push sales as a way to keep your job.

They straight up lie to you during hiring. So if you left your job for them TOO BAD. Then they push sales so incredibly hard, and micromanage you on your calls, they expect you to compare on average if not better to their tenure reps on sales.

You cant even keep a call under 20 minutes yet, and they want you to be able to sell while being completely honest.
Which means you have to be completely dishonest while sounding honest so you don't get fired for integrity. But if your JUST good enough and can Morally and Ethically swallow your pride, and know how to bend rules to make it sound like something different than what was actually said, YOU WILL HAVE A CARREER HERE.
None of the supervisors can teach you how to sell, because they were all using sale lies until they got promoted anyways to get away from sales. But almost all of them never had to do sales.

Because they had no integrity upon getting promoted. They fail to be able to remotely get you to believe in the process. and if anyone knows anything about sales.

If you cant sell it, you don't believe in it.
Your supervisors cant even sell the idea of selling to you.
That should tell you how this company operates.

If you have some pretty bad medical problems, they do offer really good benefits, but the stress will probably kill you anyways. It's not even good challenge type stress.


Heres the kicker to how they track sales.
You must offer on every call.
If its ineligible (business) or they are already enrolled.
It counts as a no offer, its counted against you, so you can be fired just for calls that are ineligible so you cant even offer or mark it as offered.

Its difficult to manage more than 15 calls a day.
You can imagine, if you did do 15 calls, its guaranteed you will have 3-4 non eligible.
To add to this, you have dropped calls. If you weren't able to offer because you never got to that point in the call. and you cannot get the customer back, after all they are calling you for phone issues.
It counts against you. You can guarantee, you'll have a few of these, or customers who hang up on you right as the solution is solved.
So you can easily end up under 65% offer rate for the day.

By the end of the month you will be around 65% its actually pretty hard to keep it higher. Then you have representatives who will make offers, but get the customer off the line as quickly as possible. Leading to call backs for the same problem as it wasn't properly diagnosed, so the customer already has no trust in you, then you offer the same thing. lol.

I started this job in 2021.  Back then it was a very fair balance of their "mantra":  Serve, Solve, Sell.  Eventually, it became Serve-sell, Solve-Sell, and Sell-SELL.  It's never a secret, selling is an expectation from day 1.  Most of the focus in training is going to be learning the system well enough to fumble through a call, but no matter what and no matter who, if they are eligible then you MUST sell to keep your job.  

I can't tell you how many good reps were lost over the last 3 years.  People that had been with Asurion for many years, gone, because they missed their unethically tracked sales goals (more about this later).  2-3 months of not meeting the SP100 (sales per 100 calls) and you're out.  Your "coach" (supervisor) will give you a verbal warning if you miss one month, a final if you miss month two, and you're fired if you miss month 3.  That also applies for a rolling 12 months.  Yup, you were previously on a verbal coaching before?  Now, you're on a final for missing another month later in the year.  You were on a final before and miss sp100 again within a 12 month period?  You're fired.  

Management:  You'll mainly deal with your "coach" on whatever team your thrown into after training.  Don't get too used to them because soon enough they'll switch everyone up and you'll have a new coach, possibly because of layoffs.  As with most supervisor positions, they're mostly glorified secretaries and babysitters.  If not in a meeting or coaching session, they'll be glued to their monitors watching for offline time, adherence, and micro managing their teams' sp100.  

You'll get feedback sessions, a daily "huddle", and team meetings (if call volume allows) that will always be focused on shaming or praising those who are doing well with sales or struggling.  QA is part of the job, but it's all managed by AI so as long as you say the right words and phrases that part is cake.

Job:  All day you will handle inbound calls that have to deal with a customer's phone repair/replacement claim.  Rarely will you get a fresh, new claim.  Instead, you'll be dealing with fixing other people's "trash" and misinformation.  Don't put too much effort into the "solve" portion of the mantra.  The main, and primary, objective is to sell your customer on the home plus protection.  It's perfectly fine to stretch the truth, just don't outright lie or slam the plan on them without consent.  Keep in mind these people are not calling to hear about extra protection, more than likely they've already heard about the protection from the previous reps they've talked to, and alot of times are angry and frustrated before you even answer the call.

The claims calls will be for things like a replacement phone on backorder since there's isn't one in stock, a tech didn't show up to their appointment (and didn't bother to text or call them), their claim isn't finished, their claim was denied, they don't agree that the phone has to be replaced and should be repaired, or more complex issues that involve reaching out for help (refund status, mail-in repair status, etc..)

You will have support either through your fellow team mates (best), the group chat (meh), or reaching out to the escalation team.  Alot of times the coaches or escalation team will tell you incorrect or false information, but again, you're there to sell not solve.

Microsoft Teams is used for most communication.  It's almost cult-like to see meme's congratulating someone on a sale or trying to pump people up for motivation to sell.  The teams are extremely competitive, the managers and coaches like it that way because the more sales the more bonus they get on their checks.  Many times a person's question gets unanswered, but the coach on duty will shout out a rep that made a sale.

Pay:  Pay is very good, especially if you are good at selling.  I was in a group that was paid per call.  On average I could do about 4-5 calls per hour and that worked out to be 22-24/hour.  This is the one metric that's based on quality scores and customer survey rates.  Not bad for what's really considered an entry level job.  You'll also get paid based on your sales (sp100).  It varies, but the least you make if your sales don't stick for 30 days is like $5-$7 per sale and all the way up to $18 if your SP100 is extraordinarily high and your sales stick rate is phenomenal.

Unethical sales metrics:  Earlier I mentioned how the SP100 is unethical.  Here is why.  The way the system tracks sp100 is through calls received, of those calls who is eligible (some customers already have it), did you offer the product (yes or no) and if you did, was it accepted.  Here's where the problem lies.  If a customer has more than 1 phone/device to claim, even though you get 1 call all the claims you start/open count as well.  You can only offer/sell on 1 call.  That means those other calls are counted against either your offer rate or your SP100.  Coaches prefer you always count it towards your SP100 so it doesn't make them look bad on offer rate.  It's VERY common to get customers with more than one claim.  

Yes, previous reps have been fired because of the unethical way this is calculated.  Imagine being right on the cusp of meeting your sp100 goal, but so sorry, you had multiple customers with multiple claims so now you're below (and fired).  I personally witnessed this with agents on my team.  When brought up to my coach, their response was "Well, we just have to make do with what we have for now.  All the more reason to make as many sales as possible, right?"  

Benefits are excellent compared to many companies.  Depending on your plan, Asurion gives a big enough credit towards the premium that the health plans are more than reasonable, considering what other options are out there.  My bi-weekly deductions were a meager $50 and that includes health, vision, dental, and prepaid legal.

Promotion and opportunity is a joke.  In 3 years a claims adjuster position never came up, which is what I expected to get eventually when hired.  All the better because they ended up doing away with the adjusters eventually (thanks AI) and put everything on the escalations team.  Want a Supervisor position?  Good luck, first you have to make teacher's pet amongst management, then you become a PA (lead agent), and there's a long line ahead of you for people waiting to be promoted from there.  Some agents were able to transfer to tech support or the saves/retention team.  Both positions I'd never want.  

Oh, and if your sales and all other metrics aren't up to par, on a coaching plan, forget any chance of promotion.  Only hope you'd have is for a voluntold (involuntary) transfer to another department if they need you.

I ended up resigning after being just shy of 3 years.  The final straw was being told I should still give an effort to sell to a person who was a sister-in law of the primary account holder.  Who, even if she wanted it for herself couldn't have it (goes by billing address), and didn't want to make a decision that would affect her sister-in laws account.  Soon after our meeting, where I disagreed, they sent a passive-agressive post to our entire team that the expectation is to give a full offer if they are eligible no matter what.  

That, plus the completely unethical way they track SP100 led me to my decision to resign.  Yes, I shared my feedback with the HR survey and I expect that if it was even bothered to be looked at by a human it was completely ignored, just like most of Asurion's customers' claims needs.    

Asurion, on paper, made me balk. As someone who comes from a high density, high population city working for individual contractors who owned multi-million dollar projects, I was nearly rejected due to overqualifications. In fact, in my first and only interview, instead of the usual one or two interviewers who asked me questions as part of the process, they had to bring in a third interviewer who proceeded to nix the questionnaires to ask questions they would normally ask Coaches: when questioned, they told me directly that the normal questions did not apply to me due to my work history and accomplishments.

Now this may seem like show boating or ethical bragging, but it's merely a preface to the reason why I'm leaving. The recruiter for the company pushed me into a starting position because she felt that it was the "easy way in", and given that she had a quota to fix for the month, it would benefit her. I did not mind, as most companies, no matter how qualified or successful you are, require some in-house experience before promotion.

I've been here for two months exactly, and I'm not only tired of coming into this company to work but also stymied by how the work politics are framed-- I won't even go into the actual work just yet. Our group had not had a proper "coach" or supervisor until just a week ago because of internal issues and lack of proper resourcing. The work site, while only a temporary solution as the company is moving to a new location altogether, seems to have a new issue every week-- from false fire alarms three days in a row that not only disrupted the call flow to suspend calls for nearly an hour (in which the call service representatives had to scrabble to appease irate customers who'd been in hold queues of 30 minutes or longer) but also extended working hours, that already start at 9 hour shifts, to nearly half an hour extra, to daily roach problems due to poorly enforced regulations (including but not limited to unhygenic work desks, unsanctioned water fountains that all reps are advised NOT to drink from despite there being no cautionary signs) and poor dress code regulations with promises to send workers home despite critical operation managers walking in tee-shirts and jeans.

Turn-over rates are exceptionally orbital due to the horrible work hours and work-life ratio seems to be targeted favorably to desperate highschool dropouts intent on leaving their fast-food careers as well as individuals who prefer to avoid being home from 12-9PM. Don't expect much leeway by way of changing your schedule for the first six months of employment; being able to work 9AM - 6PM is reserved for a special group of workers who have slaved for inordinate amounts of time to usher callers off their phone quick enough to remain under 3 minutes but also friendly enough to avoid criticism on calls. Bonuses are always a 'pretty' concept in any job, and the amount offered as soon as you complete the first two months of training is highly attractive; but more often than not it's merely a pipe dream, a proverbial baby-carrot on a 10 foot stick to get workers to monotonously dreg through roughly 80-100 calls a day and try to touch the first tier of bonus added to their check, measly $75 barely enough to pay for two weeks of gas and not nearly enough for the psychological rehab this job requires.

When asked how many of their employees received the full, top tier bonus, an attractive $600 tax free amount added to the dirt cheap paychecks, the upper management becomes shifty-eyed and suspiciously quiet, which gives me credence to think that perhaps out of their tremendous workfloor volume, I can perhaps fit their names to as many digits I have on hands and feet. I've personally met one of them, lovely woman, but it's clear that this line of work is clearly taking it's toll on her.

The work itself is not only a chore but not what you'd expect from customer service. 90% of the work involves reading off of a script, with more scripting available when you can't find the right words for a response on the original script. In my day, customer service meant being an advocate for the customer and seeing all possible options available to any given situation. On one hand, that removes the leg work of having to scrabble around for possible solutions when they're literally given to you on a screen. On the other, the work becomes monotonous even one month in. By the first year, if you're looking forward to going into work for any reason outside of the paltry pay, I want to know who your dealer is.


Benefits are nice, but come directly from a substantial portion of your paycheck. The insurance seems out of place in a job with this payscale, but when compared to others, it does remain one of the company's high points. During the Hurricane Harvey of last year, they did manage to provide their employees pay during the month and a half time where none were able to travel outside their homes, which will always remain a gold star on the marred track record of Asurion.

All in all, this is a great job for an individual who doesn't mind putting in 60+ hours of work in a week to invest themselves into a very self-contained culture that perpetuates a low self esteem-- it seems when addressed with ideas of promotion, you're either offered an opportunity if your numbers are golden and you deny it because you're comfortable where you are or you try and reach upwards only to be redirected cleverly.

Definitely not for me. I cherish my time more than I cherish this money.

PS: They offer free counseling once a week. Makes you wonder why, doesn't it?

After 2 years doing this position, I've pretty much seen it all.  Its not for everyone but if you've got the right disposition, availability and work ethic you can do good work here.

If you hate driving for extended periods of time, or you don't have a reliable vehicle, don't bother.  Driving is 95% of the job in this position(to reach your customers homes)and you are responsible for making sure your personal vehicle is kept up and with available gas to get you where you need to go.  

Be prepared to drive up to 150 miles each day.  Some days will be much more, and all of it is on your own lonesome.  This includes encountering whatever weather conditions or road conditions are present, thought you aren't forced to rough it through everything.  Should it be become unsafe to continue you can pretty much always have a supervisor work with you to figure out if you'll be able to complete the drive or not. This can also include traveling to other states, depending on your region.

For some this is a godsend, for others a nightmare. And your respective supervisor of course is not with you at all times, so for the vast majority of your time on the clock you are on your own.  I've had it all happen.... car accidents, getting lost in the middle of nowhere, lost signals, incorrect addresses, closed roads, you name it.

You really have to be a problem solver at all times.  That's pretty much the most effort you put into the job.  The actual process of helping the customers is extremely easy if everything goes as planned, but it often doesn't and how you handle it when that happens will make or break your experience.

You're going to meet a lot of strangers so again, not for everyone.  This can often include entering their home to help them.  This comes with it all the risks youd expect but also some of the best benefits. I've met some great folks doing this job and had a great time.  Thats not going to be a constant occurrence but you often can play a part in that.

The structure is set up pretty firmly, you pick up at a warehouse, drive to your locations and help as needed, selling product whenever possible and then clicking out and going home.  What this means is sometimes your shift will "end" 80 miles away from where you live. I've been 90 minutes from home, finishing at 10 o clock and still needing to do that drive.  It sucks sometimes but manageable in my experience.

You'll also have rare days you simply don't have much to do, which can be a problem if you depend on the hours and/or mileage for income.  This will vary heavily depending on what region you work in.  I mean it when I say it, your mileage will vary.  I only work a part time shift and I have pretty solid shifts these days but that hasn't always been the case.

As for supervisors you will usually regularly interact with 2 throughout the week as well as some regional higher ups on occasion.  All the ones I've encountered are fine, not always perfect, not always available right away but certainly not a detracting factor.  There are times I've had to wait extended periods of time to hear back from them when they have abilities and control over things you need to change such as cancelations or even accident reports.  To their credit though this company provides a lot of resources to make sure you are safe to the extent they can control.  You will need a measure of personal discernment, if something looks fishy, don't do it. You'll never be faulted for this.

Honestly my biggest issues tend to be at the higher up level; like higher than any of the folks I just mentioned. Policy changes, shifting incentives and so on and so forth can sometimes overcomplicate an otherwise simplistic job, and sales quotas can be similar to those you may find in retail, while not quite as pressured, they do tend to look over your head especially if you have a drought period.  Sometimes the company does this or things happen that will make you think of a startup company despite this being a tried and true brand for decades. Its never been to the point of contention but it can be an annoyance.

Finally, the time off system can be a bit difficult sometimes as they pretty much always require at leastaa weeks notice and you must have the amount of accrued hours to make off for the day.  You'll receive pay but thats it.  There are very rarely if ever days you can simply schedule off without using the PTO.  Its something you can get used to, but if you like to take frequent vacays this night not work for you.

Ultimately you get out what you put in, in general.  The pay is fantastic, and the mileage is always a nice bonus. I've gotten decent raises for performance as well, and there are possibilities for advancements at times.  Of you're able to swing for that, this might be worth checking out.

CONS

I worked at Asurion for 1 year. The only thing decent about this job is the pay other than that everything else having to do with this company is not great at all. Get ready to take back to back phone calls while other people on your same team might take 5 calls in a day. Management has too much control over the ques and the call types you take. They tell you out of training you'll be doing onboarding technical support and then one day you'll be taking back to back calls for customer service and they'll tell u your no longer doing what u signed up for. So if you think you'll be doing tech support think again they'll basically turn you into customer service and then coach you on transfers when you have no tools or knowledge on how to assist the customers. The tools are an absolute joke. If you know nothing about technology and think the tools will at least help you you'll be sadly mistaken. The articles your supposed to use are often outdated and have broken links and if it wasn't for my personal knowledge of using smart devices my stay with this company wouldn't have been as long. 

VTO is a major downfall of the company all because they dont like paying PTO. When its busy they let 1/3 of the call center go home because people love taking VTO and then everyone that's stuck there or cant take VTO has to pick up the slack and take back to back calls due to poor staffing it happens almost every day. As technical support your number one job and primary focus should be to help the customer not download a worthless app every single call before you do anything and then they constantly shove the app down your throat even though your assisting your customers and resolving their issues, they dont care about none of that only the app, transfer rate and getting customers off calls. 

Training for this roll was extremely inefficient. The things you learn in training go out the window after u hit floor. There was barely anytime going over the technology and tools needed to assist our customers and more focused on the App and stats. 

Depending on who your coach is (fancy name for supervisor) it will make you or break you. Some coaches can be laid back and pretty great to work with, others are very micro managing and make your job unbearable and will actually fire you so they can keep their stats up to bonus. 

Scheduling is the worst. Depending on how you rank you can go from a 5:00am - 1:30pm schedule to a 12:30pm - 9:00pm with weekends. They do not go based off seniority. If will not matter if you've been with the company for over 3 years it will all depend on your stats and schedules will change every 6 months to a year. So work life balance can be a little rough.

There also seems to be alot of drama and inappropriate things going on with alot of co workers and management. People here can be extremely cliquey and gossip like it's high school. 
The call center itself is really starting to degrade you can tell by the quality of people that are being hired and the people in management. I honestly think this company is going downhill and will definitely not last another 5yrs without some major changes. There's a reason this company can pay a decent wage and still have a high turnover rate.



PROS

The pay was really good and very competitive. With my stay here I met some pretty cool people and still keep in contact with them everyday. Decent gig to stack up your money to go on and do much bigger things. They give free food from time to time. They have an app to check your schedule. Decent break room. They try to have some type of culture here which is nice. Casual dress but some take it too far. 



Advice to management: stop offering VTO to your employees to the point where they become hooked because the quality of the employee goes way down if they miss too much work and it's unfair for other to pick up slack when VTO should not be offered. Fix your systems and update tools. Be more transparent with employees instead of surprising them with different call types every day.


**Riverpoint location**

As an In-Home Expert, you will drive to customer’s homes, deliver their phone, help them set it up, and then try to upsell them on an extended home warranty service. This role is just sales disguised as customer service/tech support. The in-home service is nice to offer, but ultimately most customers already know how to set up their phones on their own and if not, they’ll just go to their local Verizon or AT&T store, so the job is a bit of a redundant set up for face-to-face sales. The daily/monthly sales expectations don’t even match up with how little they prepare you for sales during the training period. You’ll even be expected to still make offers when there is a language barrier between you and the customer. 

There are no company vehicles, so you must use your personal vehicle to do this job. It’s a lot of driving (like a lot) which will put stress on your car. They pay weekly mileage reimbursement which is good, but sometimes they’ll route your last job 80+ miles away from where you live and you have to clock out and only get paid for every mile exceeding 50 miles from the pick up location (ex. if you’re 55 miles away from the pick up location on the last job, you only get reimbursed for 5 miles on your ride home). Also they’ll sometimes send you up to 90 min to 2 hrs away, crossing state lines to deliver a phone to a customer who lives less than 20 minutes away from a Verizon or AT&T store. The logistics of that do not make sense. 

You’re driving on your own unsupervised by management so you have the freedom to listen to music/podcasts and take personal calls on your drives which is cool. But driving to unfamiliar areas and entering strangers’s homes alone can be unpredictable. You have nothing to worry about with most customers but sometimes you’ll be sent to sketchy or remote areas or to customers that have unpredictable situations going on at home. Or you’ll be sent to addresses that are not easily accessible with regular cars, which becomes a safety concern during inclement weather or at night. Asurion has employee safety protocols in place but to be honest they won’t make you feel any safer because ultimately you’re alone and on your own when you’re out in the field. If you run into an issue, your coach (direct supervisor/manager) who works from the safety of their own home will not be able to help you with anything besides giving advice on how to get more sales so you’ll need to redirect your issues the employee help desk (which takes 15 minutes to connect to a person).

There’s also no coordination on who gets the sale between Asurion customer service, Verizon/AT&T customer service, and the Asurion In-Home team. Often by the time you get to the customer, customer service has already made 2 or 3 offers to them, which makes your offer sound pestering to them, but you won’t know that until you bring it up. And sometimes when you have to call Verizon or AT&T to activate a new SIM card, their customer service reps will try to steal sales from you over the phone while you are physically with the customer, which often ends up awkwardly ruining your sale. 

This job isn’t the worst and it definitely isn’t boring, but could be much better if the company works on logistics for the delivery service, had company vehicles, and had better trainings and coordination for the sales component. Some of the customers make the job enjoyable by being very kind and sometimes generous. I’d recommend anyone considering this role to be prepared to mentally prepared to drive and sell, and if possible, use a secondary “beater” vehicle to save your main daily driver from the stress of doing multiple 100-200 mile days in a week.

Asurion - Work @ Home - Direc TV

If you want to work this job, prepared to have no life outside of it. If that's you, this might be for you. Plenty of incentives for people willing to sell on non sales calls and work a lot of overtime. I had a problem doing that before and still do.

Positives:
Work from home
Get to sleep in late and don't start until 2:45 (might be a negative if you don't like this shift. Most other shifts are even later.)
No dress code
Save on gas money
Free Direc TV service and Sunday Ticket (but oh yeah, have to work Sundays)
Benefits 
OT pay is good if you can handle the pressures of this job.
Trainers are friendly

Negatives:
Completely exhausting
Stress Inducing
Really low pay. Literally .50 more an hour then working at Wal Mart. I worked more advanced tier technical support years ago and made about $5 more an hour then this job and this position actually requires more knowledge at entry level.
Forced sales to get bonus in a technical support/customer service position for people calling in with problems already or just to ask simple questions.
Only incentives, no commission for any sales or upgrades.
In order to make decent money, you pretty much have to work overtime and meet hard metrics in call handling, sales, survey scores and attendance.
Knowledge of knowing how perform nearly every function of Direc TV from Customer Service, Billing, Tech Support, Installation, etc.
Worthless training until actually taking calls. Most lessons were a slideshow presentation then right onto the next subject. 
I took no practice calls with trainers before being put on the floor. It was all done in Adobe chat with other people in the training class with no support on what to do better besides follow the script.
Once on the floor all help comes from a chat room with trainers and supervisors who are also assisting other people from your training class.
Immediate call monitoring and being forced to take any call despite how advanced it could be right when hitting the floor.
Back to back calls during certain periods on most days
Have to work weekends
Have to work all holidays if scheduled
No new skills learned that are nothing new if you have worked for a call center before which means that this jobs positives are only equal in another call center position.
Complicated system calls and a very complex system overall from where we pull scripting that consists of several thousands of different pages. Very very easy to get lost.
The script doesn't tell you what to do in all situations, just gives a lot of guidelines.
You need to have several windows open on one monitor to do this position. Can't use two monitors like a normal call center.
Have to log into 5-6 systems everyday all with different IDs and Passwords.
If you work at 2:45 and are a second over that is considered out of adherence. The application that we use to log into phones time is actually a minute off from the main desktop system you use.
If you don't have a big monitor be prepared to be late just switching windows when it comes time to be back from break or lunch.
A trainer actually told me we could clock in a minute early from lunch or break as if it was a good thing. So yay 14 minute breaks and 59 minute lunches.
Strict attendance metrics also have to be met to get any kind of bonus
If your sick it's okay to come into work because no one else is getting sick too. This just puts a bad taste in my mouth.
Constant monitoring of everything including constant messages about after call time.
If the system crashes or you have unforseen power outage it is still counted against your attendance.
Strict script adherence even if it doesn't actually help who you're speaking to
Hold time is counted against you when waiting to speak to help Desk or Supervisor
Dealing with a lot of upset customers

1. I love the fact that starting off you have 2 weeks of at home video conferencing training basically you work with up too 20 Co workers including your coach and trainer in a video conference through web cam or mobile phone for full timers I believe it starts from 2 pm - 8:15 and part timers from 4:00pm-9:00 pm my wage is 18.50 an hour basically the training will including download at least up too 15 apps to get ready for the job so you must have a 32 gig phone or better Maybe a 16 gig if you have no videos and can clear up storage space on your phone. Training is Monday - Friday for two weeks then you get set permanent schedule days for your shift which I love, also PTO (paid time off) starts as soon as you start training your first day 

2. This is a new role for asurion so everything will not be perfect including lots of technical problems with starting up in training so listen carefully to everything in the video conference OR YOU WILL BE LEFT BEHIND IN TOTAL CONFUSION but the trainers and coach will be there to help you catch up 

3. After 2 weeks of in home video conferencing training there will be a third week of “mock driving training” which means YOU WILL NEED TO USE YOUR OWN GAS MONEY TO FILL UP YOUR TANK FOR THAT WEEK, which I did not like at all, just a word of advice to asurion please have set miles, appointments and directions for all employees. For example: every new hiree will be driving a total of 500 miles In the mock driving training asurion therefore have a gas card ready for that new employee to start driving instead of using are own gas money, (I see this being a problem since people are looking for jobs and have very little money to be spending $160 on gas alone for a mock driving training course)
 and that’s before we even get our real checks from asurion so be prepared to spend your unemployment money or previous job money on gas for drive training. I have only been an employee of this position for 4 days so I don’t no everything I will update review soon but this is just so far. 

4. The job consist of driving for a total of 6-8 hours depending if your full time or part time, delivering customer mobile devices and troubleshooting and or setting up there mobile devices in there home like car Bluetooth security camera Bluetooth tv screen mirroring Bluetooth and also software update and or content transfer there’s no selling involved unless you want to make extra money and sell whatever incentives asurion will be giving you.

5. People who usually get hired for this job are previous technicians, mobile representatives like sprint or At&T, how I got hired was I applied through indeed got a call, phone interview then a video interview then took background check and drug which took up too 3 days to complete but the whole hiring process was about 2 weeks until I got an official job offer with details of start date, and training schedules included. 

6. You can tell that the coaches and trainers are under pressure because of the confusion between codes and technical problems so please be nice and patient with them because this is all very new 

7. All in all I would recommend this job to a friend who I know has the financial stability to even start this job, friend must have a car, with valid drivers license and some sort of customer service experience, I MYSELF LOVE THE JOB BY FAR ITS JUST CERTAIN THINGS NEED TO IMPROVE AND FAST lol. 

Side note: part timers do not get benefits only full timers

1. You are nothing but a number here. 
Your calls are listens to and scores by a machine! Results are biased and unfair and your bonuses and performance is highly affected by this, causing ruins in your reputation with the company.
2. Unless you live in Nashville, don’t expect your career to go anywhere in this company, and it is super difficult to get promoted and only open positions within the company are sales, sales, and sales. If you want to grow anywhere else, you gotta be living where their HQ is, in Nashville TN. So expect no growth opportunity.
3. Don’t expect to be given proper training, meaning you’ll train for 2 weeks and be given inaccurate or missing information and from there, you are on your own. This causes a lot of misinformation given to customers, messing up insurance claims, making it extremely hard for customers to have issues resolved. I have had customers on the phone CRYING from how much we have screwed them over and this leads me to concern 4
4. You are provided very limited resources and tools to correct and fix issues. A lot of customer’s claims get messed up by our own agents, (for no knowing what they’re doing) causing them WEEKS and sometimes MONTHS in delays to fix their issue and sometimes even costing them hundreds of dollars, whether it’s loss of income, or just messed up claims! I feel so bad for these customers, when I speak to them sometimes, knowing we screwed up, yet there’s nothing we can do to fix their issue. All managers care about is sticking to silly scripts, faking a tone and showing empathy. 
5. It doesn’t matter how you get treated by customers, whether you’re being cursed at, yelled at, or even if you’re being racially discriminated, you have to stay on the call, continue with your fake little scripts, and play captain friendly. You dare hang up on someone regardless of how you’re being treated, you’re done. Get a head start and start packing. 
6. You are treated like children. No, really, children. I feel like I’m in a daycare there, they try to keep you by giving away snacks and toys and shirts, they send silly emails like we’re little kids interested in playing puzzles and putting extra effort into our work for a few dollars worth of points. 
7. I hate how our supervisors are treated, again, it feels like everyone is a robot here. We have weekly 30 minute sessions with our supervisors and those sessions are RECORDED, and even THEY have to talk to us with a scripted tone, yes, they also have a script to talk to US! And 30 minutes is all you get, then back to work you go. They are LOADED with work, and mistreated by their managers, sadly they don’t have a choice either. So if you have a concern, you can’t go to your supervisor because it’s not up to them to fix it and you can’t go to their manager because it makes your supervisor look like they don’t care about you. 
8. Super strict!  Screens are always being recorded and watched, and so are calls. You mess up one little bit, you’re done.
9. It’s almost impossible to get a day off, you can’t request days off if you don’t have PTO accumulate, and you have to request it about 2 months ahead of time. So if you have those important doctors appointments or an that neighbor’s kids birthday party you were invited to, get ready to commit to asurion 100%
Overall, asurion pays okay, just enough for you to make it nowadays, but lately it’s starting to feel like it’s just not worth the amount of work and stress you have to go through. Don’t expect anything other than a 3% raise every year, no matter how great of a performer you are. You’ll get no more than that. That’s only if you’re a really good performer by the way! 
Only benefits of working here are 401K, decent bonuses for good performance, health benefits.

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