customer service representative

records clerk

performance manager

Direct Interactions

But don't ever expect them to do it for you. Hours went from f-t including available overtime to Hunger Games style scheduling less than a year after I started due to a decrease in call volume and lack of hours. They claim to be inclusive and that they want their employees to take care of themselves but through a series of health issues that I have experienced since that mass reduction in hours they have been anything but supportive or kind. I've gone out of my way to try to figure out a way to make the job work even though they change the rules constantly and any and all flexibility that once existed when I took the position has been gone for months when they cut back to a standard 8-5 mon-fri schedule but demand that you still work a minimum required number of hours as you committed to do when you were hired even though at that point we were open 7 days a week and have about 75 hours to choose from now you have 45 to choose from. Rules of the game change daily as to what you're allowed and not allowed to do, the greetings that you have to give on the phone as well as the closings and where you are permitted to do something yesterday you may not be permitted to do it today. I was a top agent for months before my health issues and then after having double infections after a scheduled surgical procedure and not being able to return to work as expected the next week, I went from top agent to bottom of the barrel in their eyes and nothing has been the same since. I greatly feel that they contributed to my trip to the ER in afib back in January due to the constant hounding by my new supervisor that took over and just landed back in the ER again less than 24 hours ago After experiencing nothing but difficulties with them where they are claiming I am not performing up to par on the phone on my calls even though I haven't changed anything about the service I provide to the unemployment claimants since the day I started other than becoming more skilled and more knowledgeable. So it's become abundantly clear that they want to get rid of me due to my health issues but are grasping at straws otherwise to try to build a case to get rid of me because of course if they get rid of me based on health issues that's going to look pretty bad on them. However they sent me an email last Friday that when I saw it on Saturday and attempted to reply I have been locked out of my email so that just shows you how unethical and umprofessional they are because how am I supposed to be able to respond if I've now been locked out of my email and there's an email that required my response?

I worked for Direct Interactions as a work from home contractor.  The job entailed answering calls from motorists whose vehicle has been booted and/or towed due to unpaid tickets.  Surprisingly, dealing with the callers was the easy part of this job.  

First the pluses:

*Ability to set your own schedule week to week
*OK pay for what it is and paid mostly on time

The negatives:

*Micromanaged to the extreme: nearly every call is monitored and you have rude and condescending supervisors who are constantly looking over your shoulder.  Worse than working in any office.
*Policies change daily and you are expected to keep up with and implement them daily.
*Supervisors often provide incorrect or incomplete information and you are ultimately held accountable for their mistakes.
*You are expected to robotically repeat the same script dozens of times a day without deviation.  
*The chat rooms are supposed to be used for work purposes only, but they are also used by employees and supervisors to gossip making it harder to get your work-related questions answered.
*Owners of the company sing a good tune, claim they are always available to talk, but they NEVER returned any of my emails about legitimate concerns/complaints.
*Management claims to care about customer service, but the main goal is to collect as much money from desperate people without saying or doing anything to get the client in trouble.
*Going out of your way to provide REAL customer service to desperate motorists is never acknowledged, and in fact will get you in trouble for "deviating from the script".
*Supervisors and owners have clear favorites who always seem to get kudos, bonuses, recognition, etc.

This company started out great. Plenty of hours, and the pay is better than a lot of other customer service jobs. However, it is feast or famine with this place. If the call volume goes down, you're fighting tooth and nail for hours. When it goes up, they make the busiest days mandatory for you to work 8 hours or they write you up. In the beginning, they used to offer bonuses if you met certain criteria each week. They cut those out. They used to give out top agent bonuses, which I received. They no longer give those out either. The last unfortunate incident with this company was that I was terminated after almost a year working for them for trying to honor my commitment to them and our client by trying to work through a horrible stomach virus. Even though I had permission from my supervisor to log out frequently, I was terminated for call avoidance. Management was incredibly rude about the whole thing. Didn't even bother to ask me about any of it before locking me out of everything to "investigate" the situation and then was notified by email that I was terminated. My supervisor was not even questioned and was left out of the loop. I believe it all stems from the fact that their contract with the vendor is ending in March and they are trying to clean house any way they can before people are forced to file unemployment claims. My advice, don't even bother looking for a job here. You'll only end up with disappointment like I did.

The interview process was minimal. It was literally all of 3 minutes long over the phone by someone who sounded very bored, and said she was also working on several other tasks at the same time. Nevertheless, I was thrilled to be offered a part time position working for a state's unemployment insurance customer service. Unfortunately the job was terrible. Training was only 4 days! And an entire day of that was spent just getting the class of trainees logged on to the software programs! After that we were told we would have 3 days of nesting, but were given 2 days. All of us felt incredibly overwhelmed and stressed when we went live. 


Supervisors offered no help in listening to our calls to offer feedback. I was told "maybe someone will in a month or so". After 2 days of being on the phones, the entire department had a work meeting where we learned everyone's hours would be cut for the foreseeable future. Full-time employees were fighting to get even 10 hours. Now, the scheduling system has changed. Top performers are offered access to schedule first, then later the rest of the staff can schedule, leaving everyone fighting and squabbling for hours, even those hired with "guaranteed" or "mandatory" hours. New hires with not a lot of stats will have next to nothing. 

I cannot stress enough to NOT give this company your time and effort. They DO NOT care.

What is the best part of working at the company?
The flexibility of schedule and collegiality of the co-workers and support team.

What is the most stressful part about working at the company?
Stress associated with giving the best service possible even when the outcomes are not as hoped for by the customer is heartfelt.

What is the work environment and culture like at the company?
Culture is caring and understanding of the pros and cons of customer service


What is a typical day like for you at the company?
The day starts by preparing the tools used for the job and getting ready to take the first call. There is a continuous flow of calls following verification procedures and auditing the screens for issues and information. The practice is followed to complete some tasks in the call center and determine whether escalation is needed for others. All actions require documentation of service provided and information needed for future reference. At end of day, procedure is to begin to close out calls prior to the time to log out and let team lead know work is done for the day.

This company honestly does nothing but break your heart, lie to you, give you a basically fake offer of employment then try to blame it all on the contracts that they signed. They have no care or compassion for their most dedicated employees no matter how much they try to say they do. They have everyone stressed, crying, broke and unable to pay their bills yet our original contract says were not allowed to take this as a second job. I have never been so disappointed in my life. If you try to bring it to managements attention absolutely no one will take any responsibility what so ever at all. The literally only good thing I can say about this company is I have meant some of the kindest team mates ever, other then that it's nothing but fake hopes and dreams and disappointment . Ain't no one but management paying they bills and they all lying and not doing their jobs. They can send us messages telling us were doing something wrong when we were given the guidance to do it that way by their leads. Makes no since around here. Hope for better days. 

I was hired in late May 2023 as a virtual receptionist. I started off with one client and ended up training for 4 clients in less than one month. The managers and team leads are helpful but some can be unnecessarily aggressive. September 2023 things stated to change. Hours became unavailable and clients were dropping like flies. We were never informed and were scolded if we asked what was going on. For most of the month, I got less than 5 hours a week!  As of today, I logged in for my shift only to find out my account had been deactivated. I tried asking the managers but they said to read my emails, except, I couldn't because I was locked out! Long story short, I got a email to my personal account, at 9pm at night, letting me know I was fired. There was no apology, I was unable to use the pto I had earned, and they didn't even have the decency to tell me face to face. So that's it... that's my review! Integrity in corporate America is important, and this company has none. 

I cannot say enough about DI!  You get to pick your schedules, need a day off, no problem, as long as you work Monday’s. The management, supervisors and CEO are always there to assist, help trouble shoot an issue you come up against. Company meetings are lead by the CEO twice a month. The pay has increased, which was a wonderful surprise. Everyone assigned to the group I am with is amazing. Direct Interactions is one of the best work at home positions I have had.  

Love my job with this company, however, there have been some changes within the hiring agreement. All of the sudden there has been a company wide cut in hours. Management is fairly transparent, the supervisors are wonderful. the work is fun but can be daunting at times as all jobs can be. They genuinely seem to care, as with all companies, you do your job the best you can your company will do the best for you. However, these cut hours have all of us baffled.  This kinds of blows my mind how we need to live by the computer in case they want to throw bones to us like we are dogs. Fighting for hours is simply asinine and should not be done. This is our livelihoods, how we receive our benefits, pay our bills and support our families. If the hours are not there then shift us someplace else or start the layoff/ lack of work process so we can move forward. To dangle the proverbial carrot is no better then being in an abusive relationship...tolls on you mentally. 

Was chill working there, nice enough supervisors when they were around. Pay was good for spending most nights staring at a screen waiting for a case to work. 

Would have been nice to have a heads up that we were all getting canned when American Red Cross cancelled their contract with the company. Management didn't even make an attempt to find anyone positions elsewhere. Was absolutely blindsided and cried for hours afterwards. I had only worked there for a month after being unemployed, and here I am trying to find another job again.

Also rather disorganized with what info is shared between supervisors. One would tell me how to do one thing, then another says that's wrong. That's even if the nighshift supervisor actually was present to provide help. I'd be waiting up to an hour to hear back from them for a simple question.

Top Job Titles	Average Salary
Customer service representative 1 salary reported	$24.20 per hour
Records clerk 1 salary reported	$26.23 per hour
Performance manager 1 salary reported	$62,390 per year

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