inbound customer service representative

customer service representative

software engineer

baker

stocker

Colony Brands

A typical day at work usually involves engaging in some form of manual labor. That may include tasks such as unpacking items from boxes, repacking them into new boxes, labeling the boxes, loading them onto a truck, unloading boxes from the truck, operating box cutters, and moving boxes between different areas of the warehouse. You approach the manager, receive your task for the shift, and carry out that task until instructed otherwise or until the job is completed.

If I were to reflect on my experience in this job, one valuable lesson I've learned is gaining firsthand understanding of the realities of work. Any knowledge or skills acquired here can be obtained in a similar fashion through other employment opportunities.

The quality of management at this job is subjective and can vary depending on the specific manager. Personally, I did not feel a sense of genuine care from any of them, although only one manager displayed occasional rudeness. However, it was rare for him to be outright mean. It is worth noting that they often expect employees to work early morning or late-night shifts and may apply pressure to persuade you into taking those shifts.

The workplace culture at this job is quite diverse. I encountered a few individuals with whom I enjoyed working, often in companionable silence or engaging in light conversations. However, there were also individuals whom I strongly disliked being around. These individuals would frequently watch TikTok videos at a high volume while I was trying to concentrate, play loud music, engage in explicit discussions about their personal lives, and openly harass or mock me. Unfortunately, the management did not take action to address these issues. Generally speaking, it felt like working with a group of familiar faces who remained strangers on a deeper level. While there were no profound bonds formed, there were still a few individuals whose presence I appreciated.

The most challenging aspect of this job is the profound impact it can have on one's anxiety and depression. There is a constant feeling of being under surveillance, as if your every move and conversation is being monitored. The presence of cameras and microphones adds to this sense of scrutiny. Some individuals will try to pressure you into doing less work, in order to prolong their own shifts, while the managers will consistently push for you to take on more tasks. The environment itself is far from pleasant, with harsh fluorescent lighting, a concrete floor, and towering shelves characteristic of a typical warehouse setting. It's not exactly an inviting place to be. Unfortunately, there are individuals who look down upon others and engage in open harassment. In many ways, it can resemble a diluted version of high school dynamics.

The work itself is monotonous and can be depressingly repetitive, with the same processes being carried out over and over again. To cope with the long days, it helps to find ways to keep your mind occupied. I recommend downloading music or podcasts on your phone and investing in wireless earbuds, preferably true wireless ones, as you may be asked to keep only one earbud in. You can also make use of available wall outlets to charge your phone or earbuds as needed. These small distractions are essential for maintaining some level of alertness and calmness throughout the extended shifts.

Certainly, there are some aspects of the job that can be enjoyable. The obvious ones include the satisfaction of receiving a paycheck, taking lunch breaks, and having the opportunity for bathroom breaks. Additionally, there are moments when engaging in physical activity while listening to music can provide a sense of pleasure and relaxation. Similarly, finding ways to gamify the learning process of improving task efficiency can add a sense of accomplishment and engagement to the work. Lastly, having pleasant conversations with certain individuals can contribute positively to the overall experience. Experiencing any of these moments throughout a single day can significantly enhance the overall job satisfaction.

I worked p/t remotely for about 5 yrs as a order taker/cust svc rep and then pymt specialist. New hire training was disorganized and poor then but only got worse as time went on and they were continually looking for ways to minimize human interactions in mthly meetings and trainings for established employees. No real time for ongoing learning or questions. They tell you to ask stuff between calls but if there's so much as a few seconds between calls they start telling people to clock out. I referred a couple people who were quite good at CS elsewhere, one having done it for decades and was really computer savvy. None of them wanted to go on working for them after training because they weren't properly prepared at all. They couldn't believe the co. would even want speaking w/customers w/that level of training.
The co. cared less each yr about quality and service. I actually like to help customers and not just rush them off the phone when they feel their issue is unresolved after some waited literally an hr to speak to me. And sadly, many of their customers are low income or elderly and on SSI/SSDI and have been w/them for decades. 

We also did billing for other retail credit catalog companies and their commissioned agents would sign these poor people up for mthly recurring subscription plans and the customers didn't even know it. I've literally had elderly customers in tears because some of them had been billed $20-$30/mth for yrs for plans they didn't even know about or agree to and then were charged 28% int. on those balances the whole time. I would go way above what I was technically allowed to do trying to help these people get their $ back. I came across these scenarios multiple times a day. I'd rather be fired than help financially deceive people but especially the elderly and disabled. I can't believe I was never fired for it but I was consistently admonished/on probabtion for the kind of call stats I had because of it. I took a leave for a while for personal reasons and when they wanted me to come back they were so disorganized they could never make it happen. By their policies, I needed "retrained" (lol) because of the amount of time I was away. I'd speak to different people who were supposed to get back w/me about my training dates but then nobody would. I didn't really mind. I needed the $ but wasn't looking forward returning and I never did. 

I began working with Colony Brands, Inc almost 2 years ago. I have the ability to work from the comfort of my home. A typical day at work consists of answering inbound calls from customers and placing their catalog orders, recording monthly payments, or answering any questions and inquiries regarding the products we offer or concerns about their personal account history. We have monthly Communication Meetings that are facilitated by our Training and Administrative teams which address new information pertaining to our job description. We are also briefed daily with emails which target specific information about our Business partners, new procedures and new incentives. The most enjoyable part of my job is talking with our customers and knowing they are completely satisfied with my customer service skills and our selective products. Management has been supportive from the onset of my employment and we have incredible resources online and several support Departments that are always available to assist when needed. The hardest part of my job is not being able to complete my tour/shift due to Staff reduction because of very low call volume, which occurs intermittently. Our busy season begins in August through December and we have several opportunities to add or exchange hours as often as business allows.

What is the best part of working at the company?
The whole part of not having to get out of my house and drive somewhere .  To be safe in my own home to work. Choosing your own hours is nice but not always what you get because the work load may not be there. The up side of that is you did not drive to a place of employment to be sent home, you know in advance when you will not work. The pay is not high dollar but the benefits are nice that makes up for it. The company also is good to their employees.

What is the most stressful part about working at the company?
When it comes to being stressful is when you really don't undserstand a new program and there was not enough training on that particular subject. Then you are pretty much out there on your own to work hour time and learn as you go. No excuses for not being able to do it correctly. There isn't a punishment for being wrong, just that there should be more explanation on what each program does when there is a new one to be executed.

What is the work environment and culture like at the company?
Culture is amazing, I work from home. It is only myself and I admire that. On the phones, I speak with many nationalities. It works well if you allow yourself to take the time to listen and be kind. Everyone needs that time to explain themselves.

What is a typical day like for you at the company?
It is a very nice day. Log on to my computer programs and make sure all is up and running. Check to see if there are any new updates to read. Then you start taking your phone calls. Each call is going to be a different call. So you have to be prepared to do all that you were trained at all times.

The plus side is that many of the employees work remotely.  Personally, I like many of the items that they sell and you are offered a substantial discount as an employee.  They also provide incentives in the form of employee coupons you can spend on their merchandise.  Most people I have spoken with are nice and polite.

The other side is that, like many places, you are micromanaged down to the minute by various software.  They have different apps for everything--from their ordering systems to their timecard system.  As an ordering rep, your job is to help non-computer savvy people order from their catalogs.  Of course, the data analytics software tells the company how much you upsell, silent time, etc.  You get coached on how to adhere more closely to what the software is looking for.

You also have to commit to working a specific shift time during specific days.  Then, they schedule you when they want to during those days.  It seems fine, but I did read a complaint about an employee who was not permitted to take off for a family member in hospice care.  During training, they said they promote from within, but, honestly, it's more seasonal and you can work crazy hours during Thanksgiving/Christmas holidays, then not much else.  

If you go into it knowing all that, it's an OK gig.  Again, they have REALLY good food items and a substantial employee discount.  So, that's a plus because I love their food items.  



Training was too condensed and too fast. I was told I didn't need to memorize it all, but this was not true. I studied, and many times was doing well filling out the screens, but they kept locking up and putting me back.

Its good training if you already know how to work the systems and are familiar with the job. I'm told it's entry level. No, it's not entry level. It takes 4 screens to login on with, Ridiculous. Easy way to stress out and make employees make mistakes: Too much in too little time to really memorize and learn, even with their knowledge center. 

The company said they are about empowerment, but where is their open door policy, communication, and ADA guidelines. They are behind the times with this stuff. A company these days without an open door policy and ethics checking service is not the best to work at. I did not feel empowered: I felt rushed and was beating my head up against the wall trying to remember all the material in such a short time. It is not entry level.

Possible information getting scam for personal information with no intent of really hiring after training. 


This company hires to work from home but they also pay attention to your every move and if you want to be extra cautious turn off your cameras because they might look at your face expressions and write you off for them. I was promoted during training and was given bad points for not following along and got a very angry supervisor on the phone, the trainer goes super fast and she doesn't really seem to care much except about the more vocal people who portray fake confidence.  It is very carrot stick but lesser than other places so they will not sue you for taking too much time in the bathroom hopefully. They will definitely make you lose all confidence in yourself and hate your life and yourself and hate people around you. I am not sure why all the customers call up even more angry at us call agents. Maybe there is something we should be aware of as call agents as to why they are mad with the company.  If you really want to save face please run away from this position and find something more relaxed, the customers are angry, the trainers are angry nobody is happy at all. If you have any mental health issues this job will make them ten fold worse so beware. 

The hardest part of the job, If you choose to work here, guaranteed.  Will be trying to function in a toxic work environment.
It is a totally dysfunctional organization.  

The work culture is totally build on fear and insecurities. 
Every Department seems to establish their own rules, resulting in  entire sectional groups functioning as "floating islands."

Do NOT ever make suggestions, you will be a trouble maker and not well liked. If you work up the ladder, you WILL be training your replacement. 
No one ever has actually had a "review" or "real" career plan.  
But everyone just receives a bonus. 

If you choose to go to HR with a concern- Be very careful here.  
Do not trust them.  If the concern comes off as a complaint, 
they will take your documentation and turn the tables on you.
Resulting in being totally "black-balled."

You will never see the President.  He is not visible at all.  Never.

I've become friends and see many people outside the work place.
Genuinely wonderful people that I trust.
But seriously, we ALL talk about it.  The whole town does.
It's middle management.  
Very 70's cliquey "boys club" management model.  

If only they can rid themselves of the bullies in middle management who actually run the Company.  Before it's too late.

This job has its perks but also can be tough if you are not mentally tough. The job is essentially answering calls from customers and a lot of them are not happy or are very tough customers. If you have never met difficult people in your life this job will be an eye opener. There is a help line and some are nice to you when you are asking help but others are mocking and ask you if you took a look at your screen like you are dumb. The job is not easy for those who are kind hearted and believe in the good of humanity. It will open up your eyes to different personalities and its very challenging. Its not easy for me as a woman although its work from home. You are constantly answering phone calls from customers who are mad essentially more women than men are calling and they demand the impossible. They want you to grab the moon and sun for them and you are supposed to apologize for mistakes of the company like it was your fault and it can be very difficult if you don't have the mental toughness to handle it and there were days I cried after talking to very mean customers. 

I would not work here. The training and management for the position is the worst. Most of your questions will be either ignored or answered with look it up yourself! They just recently took away employee paid time off for the holidays too!

If you apply for the home agent customer service position be aware that this is a sales position! You must sell a certain dollar amount to keep your job. They will also fire you if you do not keep your call time below 5:30 minutes. This is nearly impossible to do as you have to sell their terrible overpriced cheap items, answer questions, look up shipping information, look up item information, look up account information, enter in customer information, take orders and take payments. (all while using old dos based software that breaks and having to use a terrible phone system that is constantly full of static.) 

BTW hours are not guaranteed ever period even during peak season! They rip off customers and are not appreciative of people.  Look them up at the Better Business Bureau. (800 customer complaints and counting) They even had a breach of their software leaking everyone's information.

Hardest Part of the job: teaching yourself everything
Easiest part of job: working at home

Top Job Titles	Average Salary
Inbound customer service representative 7 salaries reported	$13.00 per hour
Customer service representative 4 salaries reported	$13.56 per hour
Software engineer 3 salaries reported	$95,000 per year
Baker 3 salaries reported	$10.00 per hour
Stocker 2 salaries reported	$18.00 per hour

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