customer support coordinator

Berkheimer Tax Innovations

Working at Berkheimer was very different than other jobs I've held. I worked in an outer office (not the main branch in Bangor) and it was actually a pretty peaceful office environment. The people were very nice and make you feel comfortable from day one. I'll start with the good, working in an outer office afforded me a smaller office environment and a more quiet and peaceful family like feel. The training was done virtually because the main office was hours away. The training itself was not bad and the trainer was nice enough but things moved kind of quickly. You are trained for about a month in the classroom and then start sitting in to listen to calls and work the systems. The benefits package was awesome. Decent medical and plenty of paid holidays and PTO time and you could also work remote with a paid half hour lunch . Now for the bad the micromanagement with this company is the most extreme I've ever endured. They monitor how many times a day you check your email and you are only allowed a certain amount of time to do it, they listen in on all of your calls, they even have a system where they can pull up your screen at any time throughout the day just to see what you're working on. They also have a computer program that you must log into everyday to explain what you did with every minute of your entire day and it goes against you if you forget to fill it out. You have to punch out for breaks and must ask to use the restroom. You need to learn a ton of information to do your job properly and the information can change at any moment. To master the information you need for this job they should have six full months of nothing but training. The wage is pretty low, they start CRS's at only $12.65 hourly. You have to sit all day and take calls non stop. They have a call count you also must reach (1200 monthly) and an error rate that is calculated each month by sups and can affect your incentive and also be used against you disciplinary wise. The bar you must reach to maintain a good error rate is hard for even reps that have been at the company for years. This is one of those jobs that you know within a month or two if it's meant for you or not. Most don't make it past the training portion. Hope this review helps others seeking employee with this company

What is the best part of working at the company?
The only good part is commiserating with coworkers about how terrible this employer is. 

What is the most stressful part about working at the company?
Literally everything, poor training procedures, terrible management and poor pay. Negativity that permeates an entire department and leadership that is not interested in positive change.

What is the work environment and culture like at the company?
Extremely catty and negative. Manager's do not have their employees best interests in mind and often act in their own best interests without regard fow how it negativeimpacts their subordinates. There is constant overtime that cannot be met and division between levels of seniority that makes newcomes feel like outsiders.

What is a typical day like for you at the company?
Every day is different and unpredictable because there no sense of organization or clear leadership. It could be a great job if the company paid their people a living wage and had things organized. The entire time I was employed here it was chaos and leaders did nothing but pass the buck.

The Customer Care Representative position is definitely not for everyone. I loved the job at first, however I quickly learned that not everyone does things the same way. There doesn't seem to be set policies and procedures in place.  They offer paid time off almost immediately but they almost have to as people call off A LOT. The training is extensive, 2 months paid classroom training. After you pass "release" you're off on your own. You're encouraged to ask for help from supervisors but are made to feel like you're bothering them when they come to assist you. If you're not computer literate, no need to apply.

What is the best part of working at the company?
The people in CCD were so helpful and worked so well together.  They all wanted me to succeed at a very difficult job.

What is the most stressful part about working at the company?
The lack of training and the amount of knowledge one needs to have to be successful at the job are mind-boggling!  They also do not pay enough for the skill level required.

What is the work environment and culture like at the company?
In CCD - my fellow reps were so very supportive and really tried to help me succeed.

What is a typical day like for you at the company?
On the phones from 7:55am to 4:25pm - answering call after call regarding taxes.

Depending on what department you’re in, the job is ok. Call center was god awful, and if you move to a different department they still pull you for phones so it’s like you never left the call center! Management was great though (again depending on where you are) pay sucked and they hold you to high hourly counts that are almost impossible to meet. Not worth it

Working at Berkheimer is a fast paced and demanding environment that requires attention to detail and self motivation to meet incentives. Hours can vary from morning until evening and flex time is available.

Absolute worst place to work. Never any growth within the company and do not get the deserved pay for the amount of work required. The only positive is you have flexible schedule but if you are sick have to make up all your hours. 

The work hours were good. The people I worked with were great coworkers,  and helpful with answering any questions I had.  Supervisors and management were very helpful with the training, etc..🌞😊

Don't work here. You'll regret it 100% everyone hates it there and you will never make any money. They pay you bonus' if you have a high call count but one long call can screw it all up and youll get nothing.

Excellent work environment in which you have a great group of coworkers. difficult work, but always have the support of management to help and guide through the day.

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