senior customer service representative

customer service representative

Enablx

If you are reading this because you are considering a position with Enablx than I HIGHLY recommend that you turn away and run as fast as you can to another more worthy company. 

As a former employee of Enablx, I would like to come forward with my first hand experiences of this company. Enablx has a high-turnover rate; therefore constantly advertising "help wanted". They will hire just about anyone who is vulnerable and looking to work. You will be hired in a group cluster, whom you will train with for the first two weeks. And YES, they will serve you a giant platter of assorted candies to seem like a friendly work-place.

DONT BUY ANY OF THAT.

Once you are established at your desk, don't get too comfortable..as you will be forced to play musical cubicles. Expect to answer between 80-100 calls of screaming unhappy Rheem/GE Water Heater customers who had just purchased a unit that won't work! Expect to tell them unethical rules, such as they cannot bring the unit back until someone is send to look at it..and some of the cost is on them!

Enablx is, itself, an unethical company to work for. Considering the set up is owned by a very nice gentleman who is unaware of his management teams actions towards the employees. We have the head-honcho manager who's team-leads turn to in the event of a problem..yet she will turn them away because it's a type of unit she doesn't like. She is not educated in all of the products in which the call-center handles...making it questionable why she is in her current position in the first place. This drama-queen with 'tude, will make the most unprofessional attempts to speak to an employee by shouting at the top of her lungs across the room; while the customers on the other ends of the phone line clearly hear her bellows.

Expect to make unintentional mistakes and be pulled into an office to get "talked-to"..only for management to look like an idiot when they come to find out that certain topics were not addressed during their training session with new employees.

If you have an important date in your life,..wedding, hospital, sick, doctor appt, etc....DONT expect to go. You may mention the important date to the manager and even fill out a sheet for your upcoming absence...but DONT expect her to do her job and put it into the system..especially when you find that your schedule has you on for that day....she will not change the schedule, even if she messed up.

This also includes Jury Duty. 

It is also important to mention that during the course of your work day, you will be bombarded with calls...I mean one after another. The team leads, will sometimes burden your life as if they were playing the game The Sims...if they don't like you, they will place you on "High Priority" and slam you calls non-stop. Good luck trying to roll your time on the computer to "On Break", "At Lunch", or "Gone Home"...Yes, sometimes you will be held up an hour and a half past the end of your shift on a call because the Team Leads changed your "Gone Home" status to "Available (for call)". Try doing this at 8 pm!

If you are given a 20 minute break and roll your status to "On Break"..and thus return at 19 minutes and 50 seconds...and roll your status to "Available" at EXACTLY 20 minutes..but the computer delays the roll to 20:01...20 minutes, one second...you are considered late.

You must arrive 20 minutes early before your shift to turn on your outdated dinosaur computer and open your 6 programs before your start time.

You will not be compensated for overtime in any manner, even if you put an additional 6 hours in during the course of the week from the overwhelming calls at the end of your shift.

Keep an eye on your paychecks, as they will fluctuate mysteriously...and if you quit, you will only be compensated a small portion of what you actually worked for the week!

Moral of the story, do not work here!

ANY review that gave this place of "business" ANY praise is, in my opinion, BOGUS! In fact, the person who reviewed with the title" The Fully Detailed Scoop About Enablx - THUMBS DOWN!" NAILED it. I have NEVER been treated so poorly in an establishment in my entire life. 

As stated previously by (real) previous reviewers, there are no breaks between calls, especially in the winter seasons and I was only given two 5 minute breaks for my entire shift. My initial training was RELATIVELY thorough, but when it came to learning NEW troubleshooting steps for new brands of heaters I was thrown a manual to review. I'm just going to list some of the unprofessional and irrational things they've done when I worked for the company.

-They closed the caffeteria after certain hours and completely on weekends, stopping any water supply. (they were mad about something. This was our punishment) 
-They moved me to a far off cubicle and literally did not allow people to speak with me in passing. My co-worker was literally yelled at for stopping and talking to me. (neither of us were busy taking calls or anything) This served as retaliation because I wasn't able to come into work due to my car being totalled.
-They raised my priority of receiving calls (shifting calls to come to my phone before any other phone) because of the above mentioned issue. 
-They switched my hours to part time, just shy of .5hrs of me being able to file for unemploymed to make up for the hours I was no longer getting, because of, again, the above mentioned issue.
-They bought a lamp with a red light bulb that when lit indicated that NO MATTER WHAT (your schedule, or any emergency that may have transpired) you are NOT to leave your seat.
-They created a fraudlent que, picking up calls just to transfer them directly there in order to trick headquarters into thinking that calls are being answered and not actually waiting for almost an hour for someone to pick up the phone.

These are just some of the things that I can remember from a few years back. If you read all the other reviews, this is clearly the status quo of Enablx.They were charging me over $100 a pay check for benefits and the rate for that has apparently increased since then. Quite frankly, it didn't pay to work their and based on reading recent reviews, not a lot has changed.

The possibility of working from home was the main attraction for me to join the company and they gave the work from home option exactly how they stated during the interview.

The management is great! They are very friendly and will help when I ask. I always felt included in that place. The rest of the things like break time, lunch time, time between calls etc are similar to any call centre I have worked at, if not a little better than a few others. I did not experience any favouritism. I have always interacted with the supervisors and got my questions answered from day 1. Knowing help is right there if I ask keeps me less nervous when I am stuck or handling unique cases.

The 1st 2 weeks are crazy for anyone! But the training was great and the work became easy for me as time went by.

Some customers are unhappy. I make them aware that I am following company’s policy and trying to help them. Most of the times it’s the inconvenience that makes them irate, not me. I would usually get 1 upset customer out of 100 plus cases. Staying compassionate has helped me.

 
It can be the right job for the people with the right personality. Customer service might not be for everyone. I can be very compassionate to people and their situation, but I can never push anyone towards a sale. So Enablx works great for me as there is no sale involved.

The only thing that is not the best here would be the pay. Pay could have been a little better for the employees not to look at other alternatives.

In short, if you are able to talk happily for hours, like to solve issues, and take pride when you are able to help people, Enablx is a great option for you. You just need the right mind set and reasonable expectation. This review is coming from a person who had no technical knowledge at all and has been happily working here for less than 10 months now.

Have to say I extremely enjoy working at Enablx. I have worked for this company for some time now. I feel like a lot of the negative reviews are from former employees that didn't want to perform their job. It is a fairly easy job. Yes, customers calling can be rude, or upset, or frustrated, but working in customer service that can be expected anywhere. Training has improved tremendously. Once you get through training its not that bad. If you can handle answering phones all day talking with upset customers while typing, then it shouldn't be a issue. Yes, you are expected to show up on time and be available to start taking calls at the start of your shift which shouldn't be a issue for any responsible adult. They ask that if you are going to be late or unable to work your scheduled shift to try to call asap to the phone numbers they provide for you and have to speak to a Team Leader or Supervisor. Management is very helpful. We have daily contests to win prizes (usually gift cards), football pools during the season with chance to win $100 per week. They give 5 scheduled breaks throughout the day (ten minute, five minute, half hour lunch, ten minute, then five minute). Paid holidays after training. Medical benefits have improved.They do show employees appreciation buying lunches and having parties for holiday and sometimes they do it just to do it. They have added drink and snack machines in the kitchen. They have recently improved/changed the Reference page to become more user friendly and helpful. Besides the training the answers to most questions are on the Reference page along with having Walkers available to answer questions.

I've been with enablx for quite a while already, when started I took training classes, it very little time to learn all that you need to learn, but you don’t really learn until your are in action, i’m still learning new things because everyday is a learning day.  A typical day is busy, it a very fast pace environment but fun, yeah customers can be tough, irritating and get on your nerves but if not patience or humble  to understand that they are humans just like you, then not the job for you. I‘ve learned how to multitask, and specially my head if full or much more info that I learned that has made me a more handy person, it is helpful when you’re a woman and there is not a man around to help. I’ve had the ability to grow my skills and be more proactive. A busy day definitely makes the time go by fast and whenever you realize you are already getting ready to go home. Every day we have contest where we win gift cards, we have parties thru out the year, everyone if friendly, I have had the chance to meet lot of people and make friends there. Management is great and very understanding and worries about their employees, especially during hard times, just like the ones we are going thru now with covid-19. The CEO made everything possible to make all the employees no exception to work remotely because everyone is as important and essential as he is to the  company. I’m very happy to be working for the company and very thankful to the management for all that I have learned and for their support in every way. 

Overall, a great place to work at, which is why I am still here!


The job was fantastic when I first started working for the company. They were accommodating when I hit rough patches in my life but in recent years,  Enablx has been very aggressive and lacking any empathy to their employees. There are rude customers and plumbers dealt with every day with the company getting mad if you have to use the bathroom or have to check something in your home remotely.

The company has started removing the hold button on their employees. They don't care how unprofessional it makes the company look to their customers either and will write you up even when you have to go afk for a few minutes to check on a situation in your home.  With all the rude customers, I've been pushed to borderline mental breakdowns so much that just has become not worth it. 

I'm looking for different employment for the sake of my own mental health. There is clear favoritism and aggressive tactics with no empathy is clear. Management doesn't even communicate with each other half the time when trying to warn them of faulty parts in the product to relay to the company. 

While it was a wonderful opportunity at the time but with no opportunity to grow, it's time to look for something else. I wouldn't recommend this job if your disabled due to lack of accommodation and the culture as it stands, I'd advise to look elsewhere. 


it's been a while now so some things definitely may have changed, but at the time I worked there it was just awful. the main product that the call center services is hot water heaters, and even if you are very good at your job, the customers will just be absolutely vicious to you. that's a LOT to deal with all day, every day. the company has very, very high turnover. there are constantly new employees coming in and people that you just trained leaving. the result is that barely anyone knows what they're doing, because most people are brand new. the company has an emphasis on taking as many calls as possible, no matter the cost. callers will talk to one person just to give their information, and then get passed around for an hour. the more experienced employees will have to wear two headsets, take twice the amount of calls, and juggle two callers at once by putting each on hold for several minutes to talk to the other. just a very bizarre, draining environment. you need to work at least a month straight with no latenesses, absences, anything in order to START accruing time off, and if you mess up once your accrual starts over. the only upside that I know of is that they'll hire just about anyone. so if you need a job asap, this might be a good option just to get some income while you look for something better.

I wish I'd never applied to Enablx.  This was by far the worst job I've ever had.  The management is terrible and often rude when you ask them questions.  The HR representative is rude and standoffish, though most of the upper staff is.  Training is subpar and super quick, and then they just throw you in the field.  Customers are rude, which is to be expected and is not controlable, but makes the job miserable nonetheless.  You get at most 10 seconds in between each call, there's absolutely no down time save for breaks.  You get two ten minute breaks, two five minute breaks, and a 30 minute lunch.  The job is often infantilizing, as you are not allowed to have anything at your desk, even on unusually slow days.  Not having phones is understandable, but you are not allowed to have anything at your desk.  You also have to ask to go to the bathroom. 
 Managers definitely play favorites, and while my co-workers were nice enough, there is barely any time to get to know anyone.  Your likelihood of moving up in the company is slim to none.  The only good part of the job is that it offers health insurance, but for the pay and the entire job as a whole, you'd be better off working somewhere else that offers health insurance.  It's not worth it.

I have worked for this company for some time now. I can't help but feel the negative reviews are from previous employees who didn't perform their daily tasks as designated. This is one of the easiest jobs I have ever had, having previously worked in retail. Yes, the customers calling in can be a bit rude, but working in customer service anywhere that is to be expected. Management there has always been helpful and training has been improved immensely. Once you get through the training, it is a breeze. We have daily contests to win prizes(usually gift cards), and football pools during the season with a chance to win $100 per week. They show appreciation to employees buying lunches and having parties for every holiday. Sometimes they do it just to do it, not for a holiday. If you can handle speaking with an upset customer and answering a phone all day while typing, this job is easy. They give 5 breaks throughout the day.( two five minute, two ten minute, and a half hour lunch) They also recently added drink and snack machines in the break room. Apply! You will not be disappointed.

Total dumpster fire. some employees shoot drugs in the bathroom, the working environment is filthy, customers are sociopathic at best Pay is low for the amount of work you have to do and healthcare benefits are astronomically priced. (200/month with 2500 deductible!). My partner was almost scammed out of a paycheck because of the largely incompetent manager neglected to mail her last check to the appropriate address, then insisted she would have to PAY to have it sent to the correct address. We have filed several reports against them with the NJDOC and they know what they're doing is shady. They even had to get a new payroll system with ADP because they couldnt be trusted to not try and scam their employees out of payment. Please, if you need a job that badly work at walmart, it's more of a legitimate business than this place....

I know from an insude source that 5 star reviews are written by management, so please be wary of these frauds!

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