customer service representative

bilingual customer service associate

toll collector

production clerk

program director

Faneuil

WAHBE " Faneuil " is undoubtedly the worst ever company that I personally have worked for. At first things seemed okay, I loved my co workers to death, that is where new trainees got their answers, not from supervision. Supervisors either ignored you totally or claimed to not know the answer for sure and called on a lead, or floor support. My supervisor actually was permitted to make and got away with racial remarks. Upon my reporting same to my senior supervisor, I was made out to be a problem child, moved to another team, then all of a sudden accused of making false mistakes and giving customers incorrect information. I was even accused of numerous occasions where I so called avoided the callers and or calls, therefore being reprimanded by senior supervision and my daily superior for job avoidance. Two days later, terminated by Human Resources and my supervisor that I reported to daily for misconduct. This occurred the day before Christmas. Supervision and management, including quality auditors in Spokane Washington have shown over and over, time and time again, they honestly DO NOT CARE !!  You do NOT want to get involved with this company in Martinsville Virginia, honestly in my opinion, their contract needs to be immediately pulled and taken away. Total chaos, stress, ignorance, and lazy management etiquette have taken over in this particular call center, and I am so glad NOT to be a part of it anymore. I wish my fellow friends and employees up there the best and they already know to be cautious. Heed my warning if you are reading this. Stay away from WAHBE " FANEUIL " Martinsville Virginare fully able More added cons, the fact that favouritism between supervision and certain employees was and is common. Some of the agents get to do what they want while the calls in queue grow higher and higher, even leaving the building when specific supervisors exit the building, and nothing is said or done. But yet a restroom break (personal break) only allows an agent 3 (three) minutes. Good housekeeping is another negative for the Martinsville Virginia call center. The ventilation duct work above everyone's heads is completely filthy with dust, dirt, and mold. Totally filthy and unclean are the cubicles and desk workstations along with the two monitors on the desk and CPU under the workstations. No one ever has an answer as to why the trash cans throughout the call center are always full and spilling into the floor, there is never a reason for the carpets being muddy and the center having a musty smell on humid days. Climate control in this particular facility is a joke. On days when its nice and warm outside, inside the center you feel the heat. Sure enough, check the electronic thermostats and they read 78 or higher. Opposite on the cooler days, where the thermostats will read 68 or lower. Another important issue and yes I say issue because this is a MAJOR problem that I see, and should be and needs to be dealt with by the city and state officials is the fact that the safety measures within the Martinsville Virginia call center greatly desire much needed examination and work. First off, I did notice NO form of emergency fire alarm pull boxes to alert everyone in the building In the event of an actual fire. Second, the cubicles being used in some areas of the call center have damaged and even broken plexiglass for someone to put their hand into, bump their head or face into, or God forbid fall into causing serious injury. Next, the chairs that the agents are given to sit in for their shifts are the worst trashed chairs I've ever seen in my times being in a call center. Some of them do not have arms or arm padding, others have chunks missing out of the padding you set on or lean against, there are those chairs that don't have wheels, have pieces missing such as the adjustment handles meant to allow the user proper ergonomic alignment so that the chair provides comfort to the agent for the day. There are even some seats/chairs that if an agent happened to sit in them incorrectly or the agent tried to adjust for alignment, the chair would throw you back all the way and possibly into the floor causing serious personal injury. I'm telling all of this in great detail so that which Martinsville Virginia WAHBE Faneuil thinks is covered and not being told to the public, is uncovered and revealed. I am tired of being used by company after company that thinks they are of a higher standard, and supervision along with management that thinks they can continue to run over those who may not have the education or experience that they have, and feel they are above and beyond working to assist and help train and teach the younger generation what they themselves have already learned on the job. Now, back to yet another safety matter for the WAHBE agents at Faneuil, the power cords under the cubicles and workstations, the internet and networking cables, the metal guard plates to cover the cables and wiring under and alongside the cubicles, and also the fact that most of the towers are on the floor, some with uneven carpet underneath them, the cords connecting the two monitors and cord to your mouse just draped and hanging, nothing is secure or neat at any of the agents stations, unless the agent for that permanent location or seat has taken the time to make neat and safe their own workstations. Why does EVERYONE who is suppose to be setting an example of the highest, best available work averages, and the best work output available according to training level status. Overall, Faneuil based in Martinsville VirginiaVirginia is a complete and total disgrace due to their Senior Supervision, daily supervisors over their teams, and I feel that Spokane should hang their heads in shame, for allowing a CommonWealth State, which requires no reason to be given for immediate termination to be trusted with handling their own states clients, customers, and neighbors in such unprofessional mannerism and style. I thought Washington State had better taste and higher standards than this DONKEY DUNG OUT HERE !!!! AVOID MARTINSVILLE VA. FANEUIL
AT ALL COST IF YOU HAVE ANY MORAL VALUES OF YOUR OWN PERSONALLY SET.©

Faneuil will tell you that they are not a 'temp agency', but my experiences there say differently.  Faneuil talks a pretty big game about how important taking care of their employees is to them, (the Call Center had posters emphasizing that everywhere).  In reality, they give the company that has your specific job contract almost complete control over the employees' hours, pay, etc.  Even after Training was complete, I never felt like I was actually working for Faneuil, Inc, but for the out-of-state contractor I was taking calls for.  The tail really wags the dog at Faneuil, and they seem to rarely stand up for you when the contracting agency complains.  
AND, if you want to switch to a different call group (contract), they don't just put you in a training class for that, and then move you over.....you have to quit and then RE-APPLY to Faneuil each time! 'Not a temp agency'.....riiiiight.

Pay:  The pay increase you get when you advance from Training to the Call Floor, will be the last one you'll see there (unless you get a promotion, of course).  Despite being consistently in the top 15% of all of my Customer Service Representative (CSR) call scores (Quality reviews), and getting consistent top marks on Customer Surveys month after month, I never saw one single pay raise, or promotion, in more than 20 months working there.  After 1 year (and hearing almost all of their veteran CSRs complain about no raise), they did finally implement a month-to-month Bonus Program (probably only for the contract I was working for); but the 3 criteria that had to be met were so stringent that getting the full bonus was extremely difficult to get, even for us experienced CSRs.
In addition, they promise 'full time' workers 40 hours a week, but the schedule we were forced to take by the Contractor only actually gave us 35 hours...you don't even get paid for your 30 minute lunch break. 

Benefits:  Practically non-existent (which is NOT what you are led to believe when being hired).  They did not pay for you and your family's healthcare insurance; you did, out of your already meager pay.  It was so expensive I didn't even bother.  No matching 401k.  Corporate discounts?  Pfffft!  We were promised they were working on a big YMCA membership discount, but that never happened either.

Fellow workers:  You'll meet some of the nicest, professional, diverse people you ever met on one row, and slackers, potty mouths and really loud complainers on the next one.  The latter group tends to not last long there, though.  

Paid leave and sick time:  These could have been better, especially  for veteran workers, but were OK I guess.  Again, zero consideration for your time worked there.

Management:  Pretty good overall; a bit too much of the 'buddy promotion' going on IMO.  I saw some really professional potential walk out the door because they weren't promoted/compensated as they should have been.  But they did work with you pretty well when you needed time off, even short notice.  My Supervisor was pretty great about that
Oh, their Human Resources department is SADLY understaffed.

Overall, a pretty decent 'stepping stone' job, but as a career choice, (or your sole source of income), it'll be a tough path.  You need to be mature if you are going to last long.  If you're self-centered or get quickly get impatient with customers, you won't be there long, (so do the good folks there a favor and don't bother).

There are a few things here but I'm just going to highlight the bigger things I had a problem with. When I started working at Faneuil I was told that me having a certain day off a week because of my religion would not be a problem. Spoiler alert, it became a problem. They do schedule selection based off of ranking but sometimes, Workforce just forgets to contact people and picks a schedule for them. This happened to me a few times despite being clear during the interview process that I could not work that specific day. Then, they put me on a permanent schedule where I was basically working all day and had no time at home for my family or to relax. I was on this schedule for most of my year long employment and I tried over and over again to change this. This job doesn't care at all about work-life balance. They always said how they didn't want you to feel like you were chained to your desk but that's exactly what you are. You can't even get up to go use the freaking bathroom. They hound you. They continually ask where you are and why you walked away from your desk because you should be taking calls. But management gets to leave whenever they want and go take smoke breaks. And leave early. And gossip by each others computers. And don't get me started on schedule adherence. If you happen to go over a little bit for lunch or breaks, they prefer you just miss them altogether. Meaning, depending on how busy it is, you could miss both of your breaks and your entire 45-minute lunch  and they wouldn't bat an eye at it. In fact, they will say that since you are aware of when your breaks and lunch are, even if you're on a call and miss those time frames, you are VOLUNTARILY MISSING THEM. You are CHOOSING to give up your breaks and lunch. And if you go anyway, you're labeled as a bad agent because you can't follow schedule adherence. Calls are stressful and they don't give you proper support for them and you're criminally undertrained on outdated software to handle said calls. It's too easy to fail calls and get coaching because literally no one is on the same page and again, training is abysmal. Most coworkers were actually decent. I have no ill will against them as they were the same as me just trying to get by. 
Please. Don't work here. I found myself stressed enough to drink which I never do. I was losing hair. I was constantly sick. My throat hurt due to the constant mandated overtime and all the talking. I was taking my anger out on people at home. Please please please don't apply here

working at this company for almost 3 years has been the worst experience ever !! around the end of february, many of us were let go after working under a healthcare program for 2 years. we were transferred to another program, which the senior supervisor belittled us and embarrassed us on our very first day ! he simply stated that although he does know us, he does not like our presence . he blamed us for the closing of the previous program. he gave us this speech in front of the call center floor, which there were other employees who may have been listening in. the senior supervisor is very arrogant and full of himself ! many of us were demoted from being team leads, sups, QA, etc. he tells us that we had to start from the bottom to work our way back to the top. two women that came from the same program he previously worked under, he promoted them within 2-3 days of training but had the nerve to say he was only networking. the senior sup, as well as the rest of management in enterprise, show a lot of favoritism towards the employees. they treat the internal hires like scum ! the supervisors never want to answer your questions on time, you have to get approval for every little thing, if you are requesting anything such as assistance, time off, whatever the case may be, they will not reply to your questions but they are very quick to reach out to you if you are not doing what you are supposed to be doing or if they believe that you should be at work when you have the day off or have been approved for time off ! one of the supervisors lied to us during training and told us that if we were to not pass our mock finals, we will be terminated, which we later found out that this was not true ! there is another supervisor that will call you out in front of everyone if she sees that you have been off of the phones or in a certain aux code for way too long, but she will have someone else reach out to you instead of doing so herself !! the management is terrible, they are biased, rude, unprofessional, unorganized, and they are liars !! now that the orlando call center is no longer taking calls, we have been swamped with calls and they expect us to suck it up and handle the stress on our own !!! the turn over rate for faneuil is very high . they hire any and everyone from off the street ! the new site manager is a nightmare ! she is very rude and mean-spirited ! we originally had 8-9 programs, however we have lost 4 of them !! i don't see faneuil lasting in wichita any longer !!

I suppose I should start by saying that I worked for Faneuil who is in a contract with Elizabeth River Crossings as a part of the Elizabeth River Tunnels project. Since I'm supposed to be reviewing faneuil, I won't mention how pitiful the IT dept who operates the system used for accepting payments and establishing Pay by Plate accounts is :). It makes the CSR's jobs a lot more stressful than it should be. However, working for Faneuil started off pretty well. Until I really got to know management--the project manager is NOT a leader. In fact, the woman who does quality and assurance should have his job. The program manager seems to be more of a friend to the supervisors than a manager. His backbone is nonexistent. If a supervisor does something wrong, no biggie, if a CSR does something wrong, definitely getting written up or fired. Communication: what's that? You'll get most valuable information from your peers as opposed to management. For some reason it's hard to get effective communication from them. Favoritism is also a factor. Some CSRs get the perk of leaving early and not having to speak with their direct supervisor; they can just let the program manager know they need to leave and he'll approve it. When mngmt goes out for  coffee, there is no reason why one particular CSR should get coffee as well (perception is reality). The Supervisors are also guilty of looking out for their friends. It's also a shame that you don't feel confident in the knowledge of your supervisor so you avoid asking for help in their presence. OR don't want to bother another supervisor because he rarely looks away from his computer screen and gets an attitude if too many people ask him for help. The building we work in is not big enough--people have to walk around looking for an empty seat before their shift. This place is a circus and morale is at it's lowest. And the head is more like the tail. I really wish more people would go to the news about this project so something could get done. There are a lot of improvements to made.  Please pray for the Elizabeth River Tunnels project and all those involved.

A typical Day working at Faneuil is in a fast paced hard working environment handling difficult calls with customers which it does include mock calls even though they don't want to admit it . The calls need to be 9 minutes long; customers inquiries take longer because supposedly their are a lot of technical issues that you are not able to solve while in line with the customers. this issues can only be solve by customers themselves online, like: enroll in Auto pay plan, bills are not send every month customers need to call to ask for their bill, difficulties enrolling in auto pay plan and making payments or missing misapplied payments. What I learned is that working as a customer service representative is very consuming because you need to set apart your personal live in order to attend a customers, show the best part of yourself in order to give the best of yourself. The Management at Faneuil is minimum, it's not good or bad there are a lot of long-tenured employees that still don't know what they are doing. they have a lot of favoritism I was fired for late arrival 5 to 10 minutes and poor conduct in the chat like putting personal stuff, including punching late for lunch and brakes. the work place in Faneuil is bad supposedly they have diversity and the only diversity I saw was with the Help Desk, they have a tech that it's from India, almost all were from USA both from different cities and states with in USA. The hardest part of working with Faneuil is that the Job is in a fast pace working environment with a lot of technical and situated difficulties and while maintaining your cools. The most enjoyable part of the Job is that they send you equipment. In Conclusion I don't recommend working in this job, they don't give good training and they expect you to excel and learn everything in 3 months, there is a lot of favoritism.  

Faneuil call center is like any other call center; calls are monitored and recorded for quality assurance purposes, the good thing is you’re not necessarily “timed” on a call, it can be as short or as long as it needs to be, there is no rush (as I’ve read that other call centers have a time cap on each call ex: 5-7 min). I have worked both on site and from home, I would say working from home for Faneuil is worse. Attempting to get assistance whether from IT or a team lead/supervisor, is absolutely impossible. You may get an answer hours later after the call has dropped or the consumer has hung up, if you even get an answer at all without having to ask for 3 days in a row. Look at it this way; the left hand doesn’t know what the right hand does! The trainers I will say, are AWESOME. Thorough as possible, helpful as can be for new hires during the training period but that’s as far as the pros go. From the end of the training (nesting) period, it’s all on you and you probably won’t get help after that. They have a high turnover rate, as they do a mass hiring right before OE season (open enrollment) which is usually for CoveredCA. The pay.. is not worth the hassle. Very easy interview, a child could pass it. An easy foot in the door if you need a job and a guaranteed paycheck every two weeks. As for COVID-pay, forget about it. They will have you sign a LOA form. There is no paid two weeks if you catch COVID-19. I went through it and that was the last straw. If the pandemic has taught you anything, it’s what kind of employer you work for.

I was hired for what I would I find out later was a seasonal position. Basically they hire each open enrollment period then later tell you it's seasonal/contract. I was a little irritated by this, as there is a three week mandatory training period and it took me a few weeks to get on board. Had I known this I would have invested my time in another job.
Pay is $11.50 during training, $12.50 afterwards which after all is said and done is a $1.50 more then minimum wage. You are answering phones all day, signing people up with Covered CA. This is a time consuming, and in depth task and by no means is it for everyone. It's not super hard, but I don't think it's fair compared to what other people are doing for the same amount of pay. I just couldn't get over how little you are paid for something that anywhere else would get you paid $15 at least. They are also very strict on attendance or tardiness, and cell phone use, having a cell phone out at any time besides the common areas can get you canned no questions asked, due to the fact that people's personal information is out. If you are late a few times, you can get canned too. NO PTO. If you need to go to a doctor's appointment or something you are expected to make it up on your off day. 
Being that they let a lot of people go after open enrollment I would use this job as a stepping stone for call center jobs only. If you don't miss any days, never late, and follow the rules you can still get let go and told to come back in the fall. If you don't really pay bills and maybe need something extra, this is great otherwise you are going to be constantly worried about future employment there.  I need something more permanent to rely on.

A typical day at this job is relatively not the worst, just like any other job you have to deal with customers, and some good some bad, but it is a utility company so don’t expect the nicest people. my ratings on this job are so low mostly because the company culture, and how sloppy it was. The campaign I was working on was a relatively new one so I thought that maybe that contributed but I believe it’s just the way of the company after leaving and having friends who still work there. typically you work between the hours of eight and six, all I can really say that I learned from this company it’s always put yourself first and to constantly be looking for a job because companies do not care about you, we had a new trainer who made many mistakes and another for the second part of training who went over everything in a flash leaving many of us, unprepared on the details of our job, the management there did as much as they could to take many shortcuts, and simply have people on the floor, leaving workers, unprepared and eligible for termination from the job. Anyone who made any complaints at any point was mysteriously fired after little to no coaching on how to become better at whatever flaw they picked at. There was much drama from time to time with employees becoming frustrated at how management handled business, and they aired their grievances very publicly. The hardest part of this job is constantly having to improvise, but being scolded for improvising on information that is available, but was simply not taught to you. The most enjoyable part of this job was getting your check and clocking out.

Poor management and with serious lack of leadership skills. They allow you to work 100% remote; but fail to tell you that this ultimately means you're living at work, not working from home. There is no work-life balance. Working in IT 60+ hours a week every week, and everything is always a last minute disaster. Running on many EOL products that are no longer supported and too many different products being used to understand or manage the environment well. The other engineers are great, but the management is horrendous. No respect for your personal time. No clear structure of goals. Weekly 1 on 1's with manager are always cancelled and not rescheduled. While they don't micro-manage, they fail to manage at all and expect the Engineers to just figure it out and make things work with what management decided to purchase. Constant blaming the budget for not being approved to invest in the IT needs. No annual review. No performance raise. No bonuses. Endless conference calls on a day to day basis because of escalated critical issues, due to running everything unstable. Pay is mediocre. "Unlimited PTO" is a joke, as you can't hardly use it, when they approve it's often cancelled on you or you're called and pulled in to issues while you're out of the office. Benefits suck. Not enough paid holidays as you're supporting a 24/7 operation. Worst company I've ever worked for. Job is completely stiff, no fun to be had at work and working too many hours with little appreciation and far too much stress.

Top Job Titles	Average Salary
Customer service representative 3 salaries reported	$12.69 per hour
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