customer service representative

call center representative

technical support

customer care specialist

customer service supervisor

Frontline Call Center

PLEASE READ:
Decent place to work... This company does not provide resources to help you succeed other than Teams Chat with multiple channels and ignorant supervisors that sit in "agent support" but who are they supporting when questions need to be answered... oh okay they answer when they want to answer.. and when they do answer they don't have a direct answer- but not speaking for every supervisor that is on staff.  There is favoritism here I can tell that off that bat now at first I initially said there wasn't but now since working here for about 5 months I can tell. I will say you are able to balance a pretty good work life and personal life with this job... but management is trying to watch your every move and that is not an exaggeration. There are some cons as far as the accounts you work for.. the companies Frontline works for and their negotiated customer service on these accounts are very terrible and leave us to deal with the rude and irate customers as we are seen as a middle man to just take a message on some accounts. Update: now I am sure they got the message because what company you know doesn't have a direct customer service line... but want you to take message each time an entry-level rep cannot assist them, especially when the customer was advised by THEIR direct customer service to call and they get us which is just an answering service or something other than actual help... The companies that are in contract with Frontline use this call center as a way to do their dirty work when they don't feel like dealing with the customers. Really unprofessional in my opinion. This is a fact.

They want you to work what they want you to work which I think is really unreasonable considering not everybody can work the schedules they give, if you message Operations to try to get some accommodation they leave you on reading but are quick to tell your schedule is changed because of XYZ... they claim the schedules are set in place of the companies needs which is a lie. They have trainees just coming in getting earlier shifts when there is already a good amount of agents working in the morning, but only like 5 people working at night.. what sense does that make and they wonder why calls are backed up. They will change your schedule to accommodate another agent's time-off requests which quite frankly isn't another agent's problem and is unfair. The more I continue to stay with this company the more unprofessional I see it getting. I understand things change but you should at least ask the agent if they are okay with the schedule change or changes that are being made if it involves them in general. Also, they continue to throw training at you and put you on accounts that barely have any info to work with to answer questions for callers, which here again leads to angry customers! Not to mention if you are hired for customer care why are they trying to put you into technical support... I'm confused. Also, you have supervisors that don't even be your direct supervisor telling you where to go and what to do.. that is really irritating. I really just think this company is all about money and nothing else we don't get paid enough for the stuff they asked us to do. If you are looking for a call center that works with multiple companies and you love being gaslighted this company is perfect. Reminder: This call center DOES NOT work with just one company.

What is the best part of working at the company?
The best part of working at the company is that it is 100 percent remote. 

What is the most stressful part about working at the company?
Everything. The training is almost non-existent. You will be answering for over 30 companies, all supplying different services from one another, and all of them expecting different services. For some, you will be taking messages for clients from their customers. For others, you will be providing tech support. The problem is that the only training you will receive is 5 to 10 minute videos with very little relevant information, and no practice calls. That's right, no practice calls. You also won't be shadowing anyone, or get a sandbox program to practice in. You watch a video, and that's it, they consider you trained. You'll be answering for three different internet service providers simultaneously, and using real software that you have had no practice on while aggressive customers take out their frustrations on you. If that is not stressful enough, QA will find something wrong with your calls no matter what. 

What is the work environment and culture like at the company?
Pretty toxic. If you complain about the training and say that you feel overwhelmed, they will not listen. If you have an overly aggressive customer screaming at you, they expect you to tolerate that. If you bring up concerns about clients, it goes nowhere. 

What is a typical day like for you at the company?
You clock in, and get berated by angry internet customers, as well as other customers for different retail companies who have contracted with Frontline so that they don't have to communicate directly with the customers themselves. They also use a call system that route the same callers back to the same agents so you will end up talking to the same angry person over and over again. So if you get a really irate person who takes out anger on you over whatever they are upset about, you will speak to them again and again.

When I first started at Frontline, they treated all employees like family. I was trained as a blended agent, so I am skilled in all accounts that we have. I was promoted to a Supervisor position after 3 months of employment because I went above and beyond to make sure I performed my job duties correctly and I also assisted other agents if they needed it. Things change here very quickly and with no warning beforehand. Most people have their schedule changed at least once a month and they are only advised after the fact. They will change not only your shift hours and days, but they will take you from an 8hr shift to a 12hr shift, and if you say anything against it, you get a target on your back. There was a management change and that is when everything went downhill. Everyone was micromanaged and treated like they didn't know how to do their jobs, they would get in trouble for any minor mistake, and management doesn't follow the correct process for disciplinary actions. They absolutely show favoritism to certain employees, and they do not care that it is obvious. We have had so many agents quit recently that we run a skeleton crew daily, yet they still expect the SVL to be the same level it would be will a full crew. Management will advise agents to reach out if they need anything, but if you do reach out to them, they mostly ignore you or dismiss your issue. The new management made several changes to supervisor requirements and will chastise us if we make a mistake, yet the manager doesn't know what it is like to be a blended agent that has to take calls from a huge range of accounts, much less a blended core supervisor. I use to love this job more than anything and I would look forward to coming to work. I hate that has changed now and I really want to stick it out and hope things will change again soon, but I'm not sure I can handle the target on my back for much longer. 

Great working environment with a lot of opportunities for growth. The managers and supervisors are very good at noticing and rewarding hard work, and there seems to be a lot of upward mobility within the company - most of the supervisors and managers were promoted from within the company within the last year or two and there seems to be room for agents to work their way up. The onboarding process was grueling but understandably so because of the government contract we were being hired for. They had an excellent, thorough training process with access to super helpful job aids and scripted guides. The immediate supervisors and managers are a dream to work with, the benefits package is great, the company is very honest and upfront with their expectations of you as an employee and they keep true to their word. The company is also very understanding and willing to work with you if you need some (unpaid) time off and seems very interested in hearing their employees out and giving a lot of opportunity to get feedback or concerns heard. Although we are all working remote from home, the work environment is one of the best I've experienced including in-person work - the supervisors and managers work very hard at fostering a fun, relaxed, and supportive environment amongst all workers and always put in as much effort as they expect in return.

In the middle of a pandemic is really good to have a reliable job, that’s an aportunity that this company offers because you get to work from home etc, now the bad thing is, if we are in the middle of a crisis they can’t ask for a “quiet” work place, why? Simple, kids are home schools and daycares are close and you can’t have no one over to watch them because obviously we are IN THE MIDDLE OF A PANDEMIC, Other companies when you call they have an automated service that says “please forgive us for any background noise, our employees are working from home, due to this hard times we are having”. They don’t allow you to put the calls on hold, if you have the minimum noise they will write a report, they are not flexible with their employees when it comes to part time workers, you Have to do 8 hours and they only offer weekends for partime. Oh and they should fix the timing for the schedules, why if I live on FL I have to work on California clock, you literally have to be on a computer till 7-9 pm all day, why can’t I work 7-4:30 on my time zone... this company offers great opportunity and the managers are always there happy to help with anything you need, but those things are too strict and they don’t pay enough for that b.s

Some days at frontline can be very laid back, and then there are some days you may feel like pulling your hair out. I have learned that when you feel overwhelmed it is ok to tell a manager hey I need a moment to regroup. Frontline has helped me understand its ok if you don't always have the answer bring it to someones attention and we will help you figure it out, no question is a stupid question. My training manager has taught me a nice little saying" when in doubt call it out"
Meaning when you are not 100% sure if you are doing something right or giving the right information reach out and ask. Through my almost 2 yrs with frontline, I have grown as a person and as an employee. The hardest part of my job is not taking a customer's bad attitude personally they are upset with you personally you are just the person on the line that they are venting to about whatever they have experienced. The most enjoyable part of my job is not every day is the same, and not every call is the same so you don't get caught up in the ho-hum of doing the same thing every day all day 

Overall when I started working there it was great, however there were changes made in management and things started to go downhill very quick. There were constant threats of being fired made on a weekly basis. The scoring of the calls became ridiculous you would get wrote up for small mistakes anyone can make and three write up's and your gone. Never any praise of what you did good but you are always contacted when you make a mistake even the smallest of mistakes. The pay is below what it should be for what they expect you do hardly any raises whatsoever and people are fired for no reason at all just because someone has the power to do it with basically so you have to watch everything you say and do with this company or your head will be the next one on the chopping block and they don't do it by phone they send you an email. You have to find your own coverage if you are sick one of my co-worker's mother died and she had to find coverage to attend he own mother's funeral ridiculous. My advice to anyone applying to this company RUN don't look back RUN.

When I first started I loved my job. I showed up every day and worked. Had great supervisors and training. Once my dept merged with another dept the work stacked up. Instead of taking calls for one company you take calls for many companies. You have to be skilled on all of them and at one time there was over 70 different companies. The pay is well below what other companies offer for less work and upper management caters to their favorites and because of that by the time I left I hated my job. Coworkers were great and it was because of them that made working there bearable. Support for calls is good. Merging 2 depts that are opposite had such a negative effect on morale. If you aren't teacher's pet you aren't moving up. Advancing is hard. Other's would be able to drop a campaign if they were having a hard time with it while other's were told they'd be fired if they can't do it. Employees who weren't even management given managment access.

This company is a joke!  Micromanage is horrible. They have some teenage girl monitoring your every 10 minutes worth of calls. She has a Snapchat mouse nose as her profile picture; it’s hard to take seriously as a professional adult. They did not provide leads as promised to make the calls easier so we lost the major client we were working for because we Hounded the same leads we had to generate for ourselves. They just let the whole group of us go without warning. The VP of the company is very mean to say the least and she’s the one in charge so stay clear of this group or you will regret it. I feel terrible for those who just got hired on here. It’s going to be a bad Monday for a lot of people.

What is the best part of working at the company?
Being able to help survivors for needed assistance and being able to learn more about my previous position.

What is the most stressful part about working at the company?
although there were times having over 900 calls in que waiting to speak with someone regarding their case file or assistance I was determined to be more hands on and ready to help and work.

What is the work environment and culture like at the company?
everyone was very nice kind and always willing to give a hand or help if there was any difficult questions.

What is a typical day like for you at the company?
mostly at the beginning of employment it was more busy than ever. at the end of the employment it was steady but slow calls coming in.

Top Job Titles	Average Salary
Customer service representative 47 salaries reported	$12.02 per hour
Call center representative 34 salaries reported	$15.74 per hour
Technical support 19 salaries reported	$11.78 per hour
Customer care specialist 15 salaries reported	$12.18 per hour
Customer service supervisor 14 salaries reported	$13.89 per hour

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