client advisor

call center representative

operations associate

assistant

bilingual call center representative

Communication-Service-For-the-Deaf

this is my first time ever reviewing a job or taking time out to warn others. I started with CSD September 2018.

The interview : The interview for the captioning assistant consisted of a spelling, revoicing, and typing speed test, also a one on one interview. The whole process took about an hour and I was given a contingent offer upon completion . The interview process was overall easy. But they told a lot of lies.  

First day: On the first day of employment with Csd we went straight to work with barely an introduction to the basics of the job such as pay, benefits, etc (things important to employees). We sat down and went straight to superior introductions and the training segment, no real orientation. 

Scheduling: In the job description for the captioning assistant as well as in your interview with them you will be told that this job allows for flexible scheduling (like you make your own hours) but that is absolutely not the case so don't be fooled. The center management informed us almost two weeks into training that scheduling would be done on a "preference" system but that you may or may not actually receive the hours you ask to work so if you have a full time job, children with specific schedules, etc. Then you need not apply here because they are not working in your favor. They say the scheduling is done by a computer program. Schedule "preferences" are based off a list of 4 to 5 different scheduling options that THEY make you choose from (you still might not get what you chose). Which obviously is not flexible. This would not have been a problem had they not made it a point to hire folks on the basis of flexibility. (the whole training class was angry to find this out). If you get a schedule you can't work they expect you to find somebody to cover your shift or be there for it PERIOD. 

Training outlook: Training for the captioning assistant is a 3-4 weeks process (management is so unorganized here you can almost bank on it being 4 weeks). It is a boring, grueling, micromanaged process and makes learning and loving the job difficult. The training consists of a chick with a bad attitude reading to you off a paper that only she has in her possession, so basically listen and learn.they have a program you will log into every single day to practice revoicing and skills for the job. Also the person who is supposed to be the trainer won't actually be training you. Instead it will be a team lead Or somebody who just graduated right before you teaching you something they don't know the ins and outs of. You also have "superiors" looking over your shoulder the whole shift making sure your not on your phone, reading or drawing when you are not supposed to (absolutely no phones on the call floor, no reading, drawing etc when you are on a call even if you are on a long hold) lots of micromanagement super annoying and unattractive. Out of the 100 people who started in my training class we are down to about 30 (more people quit than got fired from what I can tell)I give the training process a 0/10

Testing: you get 4 chances at testing before you're fired. You must pass 3 assessments in a row in order to move to the next tier of training (that's 12 tests but 3 must be passed simultaneously, once you pass 3 in a row you are done with tier 1). After training is over you get monitored randomly and remotely once a day by your supervisor and captel (if you fail their are consequences). I give the testing process a 0/10. 

Pay: the pay in my area is 12.50 which is higher than most jobs around here (I think that's how they draw you in) but after seeing the process and how management is I definitely think they will have to raise the pay rate and give more incentive to get and keep employees here. You are also told you are eligible for a raise twice a year, but what they don't tell you is that you only get the raise if you have absolutely no points against you before your annual review. (that means you were never late, never called out with no Paid time off available, never failed a random monitor, you had no write ups etc. ) On our first Pay period we worked for 2 weeks worth of pay (started on the first day of the new pay period) but were only paid for one with no explanation and no warning which caused a major problem in class that day.  I give the pay a 3/10.

Benefits: You are told you receive benefits after 90 days but what they don't tell you is that it's only if you work full time for the first three months after you complete training. So don't be fooled to think you can be part time and still receive benefits here. 

Management: Unorganized, rude, not very knowledgeable about the job, picky and make the job even more unenjoyable. You ask one supervisor a question and ask another the same question and the answer is never the same, they never know what they are talking about, too many chiefs not enough Indians in management. I give management a 0/10.

Drug test/ background check:
Drug test is taken at a lab near you (urine sample), background check will come with drug test email. (they won't drug test you until they know you will make it through training, post elimination process I guess).

My Overall outlook
I would never suggest anyone to work here at all period,  but if you are tough enough then go ahead and apply but as I stated this is a very honest review and I just want to save a few folks from this big lie of a company. Overall CSD gets a 1/10 from me.

I worked here for about 6-7 months and I would never recommend anyone work here longer than that. I still know some people who work there and, unfortunately, things have gotten even worse. 
The job itself is incredibly dull. You sit at a computer all day listening to phone calls that can be mind-numbing. You are randomly tested everyday by one of the supervisors or team leads. Some of them are very lenient while others give you 0 benefit of the doubt and cut no slack. You are also tested monthly to ensure your speed and accuracy are good enough.
You are practically glued to your seat. Anytime you log out (aside from 15 minute breaks and a 30 minute lunch) that time counts against you. Breaks start as soon as you log out so they are really 10 minute breaks (if that). 
They advertise that you will have some down time to read/color/do puzzles/etc. but you don't because staffing is horrible. The turnover rate is absolutely astronomical. During my time, no less that 100-150 people came and went. People are treated as if they are incredibly disposable - even the ones who are good at the job. Some are fired due to poor performance but many leave because of all of these other factors. They use a point system for attendance. Its relatively fair but, if you call in and the person forgets to write you down, you could get slapped with a no-call no-show. 
Schedules are unpredictable. You fill out a days off and start time preference sheet but you might as well not because it doesn't really matter unless your seniority is extremely high. All schedules are computer generated so you can not talk to someone about adjusting it. You will work holidays (the center is never closed). As a new hire, you will work EVERY holiday. A new hire will also be forced to work evening shift (earliest start time is 12pm) and most will be there every weekend for months.
The building itself has many issues from leaks to plumbing issues. During my time there, someone was carrying in bedbugs to center. You do have access to a way to clean your station which is good because some people on the call floor are disgusting. Ants have also been a problem in the center.
The lower level management is generally nice but every time they tried to do something to improve morale, the upper management decided to get rid of it. Upper management is incredibly absent. You are often left wondering what it is exactly they do all day. Some of the lower level management play favorites with their friends. They can be very clique-y. 
For a simple job, the pay is not terrible. You also do get access to full benefits as a full-time employee. They offer PTO but, if you work 40 hrs a week, you will get around 3 hours a pay period. If you call off, they use your PTO. If you are sick, they use your PTO. If you are late, they use your PTO so you will have a hard time building up enough time to really use it. There are also some days (especially around holidays) where you cannot request off unless you do so a month in advance and even then it can be denied.
If you are looking for something to pay the bills while you find something better, then maybe give this job a chance but be prepared for a repetitive job and a terrible schedule (unless you like 2nd shift). Honestly, this is a sinking ship and its best to avoid it.

So yeah, everything being said below about the insanity is true. 

If you're on the clock and not logged on, it's counted against you. "Relief Time" outside of breaks is a nasty drag on your "efficiency". So if you have to go to the bathroom more than once every 2 hours (or more) then your efficiency will drop seriously. 

The management is a joke. Most of the supervisors are maybe 25. They're nice people, but they're terrible supervisors. Their only job is to catch you breaking rules - and this is often fabricated for some reason. If you're not "chummy" with the supervisors (i.e. inviting them to hangout and supreme brown nosing) then they will pick on you more. 

The scheduling is a riot. Flexible is not what I would call it. It's supposedly based on seniority, except for when it's based on "maybe I don't like you that much". Getting holidays off is a nightmare. The scheduling is not done in a balanced or fair way in that sense; one CA could be forced to work every holiday even if they requested one off, while another gets every holiday off just because. Changing your schedule is also a mess, since they wait to the literal last second to reveal if your request was granted or not, forcing some people to leave. 

On the subject of fair, chew on this: every day you get a monitor. If you're above 95 on that monitor, you are GOLD. Below a 90? Not so much. But wait! What if you average out to a 99 over a period of months? It doesn't matter. You can score a 100 on every. single. monitor. and the day you score an 89 they knock your status down. One bad day can absolutely ruin you. So if one bad day can sap your status, a bad week could get you fired. What is bad? If you say "hit" and the software hears you say "lit" and you don't catch it before it rolls off the screen. Even if the person monitoring you VERY CLEARLY heard you say "hit", they do not care and will not cut slack. You could be the risen messiah of captioning and they would take your status, because rules are more important than consistency overall.

Example: show up to work on time everyday, have perfect efficiency and excellent monitors, and you will be treated exactly the same as someone who constantly calls off and can't caption worth a nickle. If they see a book OPEN on your desk, even if you aren't reading it, they will write you up. If you have a book face down in your lap and both eyes on your computer, they will write you up. If you have a notebook open on your desk while a call is on, they will write you up. 

They might pay well, but don't expect long-term decency, because they can't get their act together. Half of the upper-management staff have never even worked the job ONCE, so they won't sympathize with you. You are a number so don't expect to be treated better.

Oh yeah, and there's bedbugs in the cubicles. That's real.

I was employed as a Captioning Assistant at CSD in the USC Innovista Building in downtown Columbia.

Training lasts 4 weeks and you have to pass a work assessment at the end of each week in order to proceed to the next week of training.

The cool part about this job is that you get to help other people in need.  The Uncool part about this job is the management.

As a worker, you ARE replaceable.  There is a high turnover with Training Classes for new workers commencing approximately every 4 to 6 weeks.  

Basically, you are only as good as your last call.  You can score high on all of your survey/monitored calls and that 1 call you get that you aren't on top of your game can mean the end of your job.  CSD sets their standards too high for what they pay.  Meaning your percentage error rate in processing calls has to be low.  This job is not for everyone.

CSD in Columbia is mostly looking for part-time workers to work in the evenings and weekends.  I didn't like the fact that as a Full Time worker that my hours were capped at 36 hours per week.  I would not have accepted the job and went through training had I known that.  Some people need 40 hours a week!  Also, your work schedule changes every 2 weeks.

My experience with CSD was a bad one.  I went through training in the evening.  The training was unorganized and I felt as though the trainer could care less about me succeeding as a worker at CSD.  When schedule preferences came out, I was not instructed as to how to put in MY preference on their company computer and was randomly assigned a work schedule.  The supervisors/team leaders show favoritism and are NOT available for help.  If you signal for a team leader to help you, they will either not acknowledge you or find an excuse as to why they cannot help you BUT when the team leaders need you to take over someone else's call they will give you all the attention you need as long as you take over that call for them.  Center Management IS NOT there for you as a worker.  Center Management has their own agenda.  You are told where you can take your breaks at.  You are told where you can and cannot go.  I felt like a prisoner at this place.  They are incompetent.  When I received my W-2 my State Withholding Tax was completely left off.  This is how CSD treats its workers = as disposable.

The general idea of this job is that employees would be helping the deaf community by providing a useful service, as an interpreter for day to day communication via the phone, which is something voice users easily take for granted.  Sounds like it would be a great service to a often marginalized community and self-rewarding experience, no?

That is until you find out the 'non-profit' is owned by a major telecom company and the employees are micro-managed to such an extreme degree it's an actual hinderance to performing the job well, as well as to the deaf people you are meant to service.  Want to apply common sense to transcribing an interaction so the deaf person can try to communicate in real time with an automated menu or live person?  Sorry, no, you didn't follow the 'set in stone' process to the letter, so that's a mark off on your monthly surveys even if the your caller was happy with your assistance and you did your job well.   Btw, that process you are supposed to memorize and follow consistently can and will change every month, so good luck not slipping up, ever.  The job is managed like any corporate call center job would be, with no regards to the actual work itself, & only with barely minimum wage pay and a schedule that changes every week. Don't plan on having the same days off, ever, unless you've been with the company for ages.  Also, don't plan on getting any actual seniority since the turnover rate is so high, that until there was a mass layoff, they had training classes monthly, for a call center that was maybe 20 or so at most.

You will be given incorrect information by upper management, frequently, as even they can't keep up with the constantly changing rules, but if you do something they told you to do and it turns out to be wrong?  That's on you, not them, enjoy your write up.  There is no accountability for those above you giving you the wrong information.

Also, no one really cares if your callers treat you like garbage, curse at you, call you stupid, worthless, etc.  The few bad customers you will take calls from, and often, are allowed to be as vicious as they want with no actual consequences to their behavior.

It should serve as no surprise, then, that many of the reviews on Indeed for this place regurgitate the same information.

I started out working a earlier shift and had some issues with a male supervisor grabbing me around my neck from behind, putting me in a choke hold and cursing at me while I was preparing to take a call. Things were occurring prior to the incident but when he put his hands on me that's when I started documenting. I started sitting to the front to keep him away from me. Then things kept occurring and one day I lost it and I told him he is lucky that I did not report him and he said he did not care because he has 3 jobs.

 So I went to human resources. I don't think anyone believed me. I seeked legal advice but decided not to pursue due to them changing my schedule. I requested that my shift be changed and I went from working 8 hours and 30 minutes a day, which was broken down to 36 hours a week full time on my check, to working 6 hours a day to avoid this man. I was picking up shifts every day, working 7 days a week to make up for what I was not getting paid. There was confusion with my schedule every day even on my days off. 

At the beginning of the new year my hours were cut to 4 hours a day, 20 hours a week. I asked was it a mistake and was told no this is your schedule and let me know if you have any problems with it going forward. So, right then I knew I was being retaliated against for reporting the issue.

 I typed 4 resignation letters placed them in envelopes and passed them out and resigned effective immediately, giving them all what they wanted. I have a Bachelor of Arts degree in psychology and I know I don't deserve to work under those type of circumstances.

First and foremost, due to COVID I really couldn't move *up* in management to the coaching/supervisor position. I have no idea how fast one can move from a Captioning Assistant to a Coach, to a Supervisor, but I feel like if you asked enough times they would.

Show up on time, clock in, do your job, don't look at your phone, and clock out. That's it. You get a break for a small shift, two for a larger one, and a lunch if over 6 hours if I remember. 

Pay is OK, its an easy job to get that isn't as embarrassing as working at your local Kroger at 24. The flexibility with a schedule is to hope and pray they have room for you. You will learn how to count time like no other, if you are minutes late every day it will add up. You are basically doing voice to text with your own voice and typing at the same time. You will become an eloquent speaker.

Some people have been there for years. Maybe they like it. I felt like I was losing my mind counting minutes, but I'm also an easily distracted guy. Also, you're not supposed to use your phone or have it on. Supervisors are all very nice and chill, laid back people. Its past the GM plant so you get to drive by an abandoned factory before you clock in, which is kind of sad. 


At the end of the day: It's a job. It paid for dates with my current girlfriend, it paid for groceries, it paid for gas. Was it work? Yes. Would id rather be doing something else? Totally! But, people typically get what they earn, and as a college student I earned nothing before my degree. 

Here's a tip, kids: Life can be hard, you can be harder, God willing.

So the job itself really isn't all that hard. Listen to what the client is saying, and then caption it as it is happening. The difficulty comes from the fact that you are forced to use an unreliable voice recognition program to do it, and you aren't ever allowed to properly train it. Most of the management is borderline useless, doing nothing more with their day than wasting oxygen or making sarcastic comments. There are bonuses to be had, if you are willing to put up with the nonsense that they foist on you to do it.That said, they are working on trying to strip all bonus types back quite a bit and replace it with meaningless things like decorating the call center with coloring book pages that they let the employees color.

Every single thing you do is micro-managed as well. You have a percentage of time you are expected to be logged into the computer and available to take calls.If that slips below 98%, you get coached the first time, and fired the next. The catch is that any time logged off the computer while you are still clocked in counts against you. Have to go to the bathroom? That's time against you. Need a drink of water from the fountain? Time against you. Supervisor forgets that they asked you to come to their desk to talk to you? It's on you.All told, there's a hundred ways to get fired, and no way to really succeed. Promotions are on a suck-up basis, so if you aren't a golden child, you have no hope.

1. Management: It is very hard to tell if they genuinely don't care about their employees or if they care but they have no motivation to change anything because it is built into their job requirements. The only people that survive here are robots.

2. Work-Life Balance: This company loves to claim they support a healthy work-life balance but their bureaucratic hierarchy-based policies and procedures do the exact opposite. "Goals" outline by the company are more important than anything else, even people. They'd rather fire or push people to quit than develop any of their workers. Employees are treated like extensions of a machine and not the foundation of this company. You don't provide communication services if you don't have Captioning and Communication Assistants that are able to be there.

3.Career Mobility: You have two options, keep your head down and your mouth shut, or butt kiss and play favorites, you're not going anywhere any other way.

4. Punishment vs. Reinforcement: Along with their policies and procedures being poorly designed, this company uses punishments as disciplinary action rather than using reinforces to improve job performance. You can follow all of their rules and procedures for captioning, consistently perform at an exemplary level, and still be punished because of things that are out of your control.

If you are looking for work where you don't have to adhere to a strict dress code or worry overly much about adhering to a rigorous schedule this job prime.  Their is flexibility with hours such as trading shifts or taking non paid time off if you provide advanced notice.  There is not much paid time off so it's nice they allow non paid time off.  Paid time off is a combination of vacation and sick days and may not provide enough for both in a given year.  The work is not difficult but can be emotionally draining depending on the types of calls and temperament you have.  If you let things roll off you there is a good chance you won't have a difficult time with stressful calls.  The company does struggle here and there on being pro active.  There are computers that have been unusable since I started 6 months ago.  The company has continued a policy of taking over calls which was nice pre pandemic but it's not a great practice for maintaining social distance.  They only just got a hand free thermometer in January.  Working from home is based on seniority so you won't have the option until you've been working for at least 3-4 months.  Benefits are minimal.  There are incentives but they are usually tied into working overtime.  They use a 403b system but you can't enroll immediately and it doesn't seem to be a priority to make employees aware of this program.  Their expectations of you will be very relaxed but requires reciprocity.

To sum up I'd say the company motto could very well be "less is more"

Top Job Titles	Average Salary
Client advisor 22 salaries reported	$23.52 per hour
Call center representative 12 salaries reported	$14.00 per hour
Operations associate 5 salaries reported	$32.50 per hour
Assistant 3 salaries reported	$13.33 per hour
Bilingual call center representative 4 salaries reported	$14.00 per hour

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