travel nurse

CGS Inc

Poor management causes most of the problem. To make up for it, they micro-manage the 'little' people (agents). It seemed as though everything that you did was underneath a microscope. Creative resolutions was very much discouraged as far as deviating from what they determined as "the scope of troubleshooting". 
Our clients/accounts bid for us as a contractor but give poor service to them. The agents get little or no training on the new accounts and give poor support. 
The job required some basic computer knowledge and during crunch time it seemed they they would hire any person off the street regardless of work history or computer knowledge this made for another pressure point due to the fact that customers were calling back several times because of misinformation.
Too many workers and not enough subject matter experts and way too much micromanagement. The SME's actually know LESS than the agents but yet they get promoted when the agents are passed over from advancement.
 No benefits and no training of any kind: Microsoft, certifications, etc offered. Wages frozen since 5 years ago yet certain persons get promoted and get raises. Very few people are promoted as they'd rather hire outside personnel who get paid better wages.

MY co-workers all seemed that they were better than the job and they could do better, but funny thing is most of them had been there more than 2-3 years.

The hardest part of the job was not being able to assist the customer due to "limited scope of troubleshooting" as determined by the client's contract per cost.

I could not wait when my shift was over to get out of the place. Very frustrating to work here.

This company is very unorganized. The management lacked structure. The pay was horrible, I worked for their Sprint account during the merger with T-mobile and it was a complete disaster. The pay is horrible for all of the tasks they ask of you. I was hired on initially as a care representative and without warning or training, I was transitioned to tech. I eventually received my tech training. However, the trainer was very rude and sarcastic while answering questions he felt weren’t important. I was also able to work as a trainer for this company for new employees coming through nesting and we were getting trainees who lacked basic knowledge of their tasks. And after speaking with a few of the new hires they mentioned training being rushed and they had skipped modules. We had to train them for an extra two weeks. There was another class that came into nesting finishing up their incomplete training modules. So they also hadn’t complete the initial trading. They constantly threw people on the floor who would let management know they were not ready, 

I worked for CGS for 3 months only as an emergency until I found a more suitable employer that actually cared and accommodated their employees. Their training and "management" is somewhat of a joke-- your team lead is switched like every week and they didn't know anyone's name; which creates a complete lack of morale. My #1 biggest complaint is that it's Romanian based which lacks any sort of holiday pay accord. You are expected to work every holiday, including Christmas/Chanukah/Thanksgiving at the regular rate of pay which is ridiculous! When I quit, I gave them my 2-week notice in hopes of a pto pay-out. Well the joke was on me, I hadn't accrued any PTO in the 90+ days I worked there. Lastly, I must point out how embarrassing CGS rate of pay is. I worked for Sprint/T-Mobile and made 12.50/hour. This is by far the lowest amount of $ I've made in years for a technical support job that was not easy. Back to back calls, pathetic management, embarrassingly low pay, and little to no benefits. If you have to take this job to feed your kids then take it. But don't take the company or it's management/HR seriously because I promise you they won't. 

If you’re scrambling to get workers then there is a reason & it is not always the employees. When you get good people, not truly caring about race or gender or anything else, you should try to keep them. Spout about diversity & inclusivity and then watch the true so-called “professionalism” at work. The definition of INSANITY: Doing the same things over and over all the while expecting a different outcome. That is what this company and most companies like this one does. Wouldn’t it be nice to introduce a calm enjoyable work environment where when you say you appreciate your employees that you actually do and you end up with people who speak positive about your company. It all starts at the top. Give people something good to talk about. Do you realize that even if pay was not quite exactly what someone wants but the job is great, some people stay because they prefer NOT being stressed out & work/life balance to making more money?

This place was okay for the money if you have no kids and still live with your parents.. management have to handle 600 things at once so they never are there to help if you need it. Its super dirty, comes with roaches. Different platforms and each platform has either 5 to 6 systems they work in which is definitely not worth $11.75. Good luck asking for a raise because it’s always I’ll get back to you. To much work not enough workers, call volume is always high as if its a tip line to win 20,000.. they’re so busy running around making sure employees follow dress code and the no phone policy but don’t care about the lack of security, underpaid, or not having the proper amount of time for a lunch. By time you go to fast food and/or wait in the microwave line in the break room you have about 10 minutes to eat. Also you should always arrive 30 minutes early to get parking because there is never any parking and they will still mark you late.

From my experience, it was a bad one. They are not helpful in allowing you to grow in your career. The training was bad. You don't get key points of what you will have to do during training. After training you are left on your own. I was a work from home agent so if it was not technical there really was not help offered. You would have to find it yourself. There are just a couple of great people that help you on the job. HR does not listen to your concerns or issues. They know that they will just hire the next batch of people to take your place so they could care less about you. 

What is the best part of working at the company?
The only good thing about working here is the wfh aspect when I was hired. 

What is the most stressful part about working at the company?
Being on calls and not getting the support for the escalation team when needed and o my being allowed 15 minutes IN a day for person breaks or bathroom breaks.

What is the work environment and culture like at the company?
Non-existent. Everyone is annoyed when you talk to them and management is busy doing god know what.

What is a typical day like for you at the company?
Stressful, chaotic, unbearable

This company does not value it's employees at all.  While there are many that decide to weather the storm, it is not a positive place.  The management has little actual people skills nor do they care to have any.  They promote an environment that pits level II agents against level I.  Level II assistance is hit and miss for level I agents.  That does not help take care of customers, but it is completely acceptable.  If you leave anything in your desk drawer, it will eventually come up missing, and that is completely acceptable to CGS.

I worked here for a couple months and learned a lot about technical support. Mostly it's answering calls and entering data and that is all pretty easy using the program tools provided. It's constantly agents walking around to assist you in the event of escalations or just in case you may not know something/miss something. Overall it was a great place to work and paid pretty good.

Biggest lesson from working here; Tone is everything! Some in leadership are very tacky and unprofessional in communication. There are processes that depend on consistent interactions with management and they will ignore you and then harass you for call times. You will have tech issues and have issues with your pay every pay period. Good luck 

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