support engineer

Ftd,-LLC

If you're looking for a seasonal job to make a bit of extra cash then FTD customer service agent is a good job. If you're looking to quit your current job you don't like and get one that you think would be better, you might not want to hang your hat here. The work culture itself is very positive, they try to keep their employees happy by providing two nice comfortable break rooms and even a gym for employees who have been there for a certain amount of time. 

The job itself is fairly easy. The biggest thing that I found to make me miserable there was their outsourcing of calls to overseas agents. I'd often get irate customers who had been on hold for long periods of time only to be connected with an agent that they were unable to communicate with. By the time they got to me they were good and furious and after dealing with it day after day after day it can really take its toll on you if you're unable to be indifferent to it. 

They say they hire full time from the seasonal temps, but you REALLY have to stand out to make that happen. However, they will invite you back for other seasonal work if you do well. 

Supervisors and management are incredibly helpful and strive to be supportive and positive, although I didn't get to see if they're reliable further than basic help on the floor. Anything more complex I have no experience with.

A typical day at FTD.Com would consist of monitoring calls and giving reviews to representatives based on those monitors, take escaltions, update databases, monitor CMS ( a computer system designed to track incoming calls), update the status of the monthy contests, as well of many other duties that might change from day to day.

Some of the things I learned at FTD were muti-tasking in a highly fasted paced and demanding environment, offering creative and differant sales techniques to reps based on their personallity that might work for them in order to reach their full potential. Writing and administering formal warnings based on performance deficiancies and a great deal about motivating a large team.

The most dificult part of working with FTD was during the season when would mass hire. Unfortunately, the seasonal reps did not have enough training to fully comprehend the system before coming to the floor. This often caused a great deal of frustration for the reps and there just wasn't enough time to work with them one on one. This, combined with the stats they were expected to maintain, created a very high stress work experience for them.

I very much enjoyed working with everyone at FTD and will miss many, many aspects of the job.

- They use you until they are done with you
- There is a lot of favoritism shown
- The company is money hungry
-Management gets to decide if you stay or not
-It doesn"t matter how good you are if management doesn"t want you they will let you go
- Was coached by email
- Got a compliment in a limenated sheet when they let me go through a letter
- While everyone else was interviewed for permanent positions I never had the chance to do so and I had been working there since jan
- They let people go and let other people come in
-As soon as they let a decent amount of people go they hired others, and showed them everything throughout the building
-Rarely do they hire within the company
-Some weeks was set to work 40 hours no benefits
- Weak managers except for one
- All they care about is making money they could careless about their workers
-Got hung up on by managers
- If you needed help you had to go to them
- To remain in a company like this one you have to be willing to not be yourself
- It doesn"t matter if the customers like you its based on how management feels about you
-Corporate people use to walk through and not acknowledge their workers
-Please dont waste your time on a company that is okay with lying to customers so they can make a profit
-So many people has left and not returned because of the favoritism shown

Whether you are an experienced call center representative or a newbie, FTD Companies can be the place for you!  If you're looking for a short-term seasonal job, look no further.   Paid training and support is provided and within a week, you'll be out on the call center floor taking in-bound calls from all over the United States and beyond. Training and on-the-job experience allows you the opportunity to gain valuable experience using a CRM platform, including leading edge Salesforce software. You will represent several lines of products, fielding questions from customers and handling service issues.  The center is a 24/7 365 day a year operation and scheduling is flexible with work hours posted weekly.  FTD Companies provides a friendly, casual work environment in an attractive and secure business park office space. If you have good communication skills (and want to get even better), are comfortable navigating on a PC, can talk & type at the same time, have attention to detail, and are dedicated to being on-time and reliable, FTD may be the job for you this season.

My typical day at work varied from handling customer inquiries to selling company product and services.  Each customer presented new and different challenges on a daily basis.  

The job strengthened my problem solving skills as I was proficient with company rules and guidelines.  My manager and co-workers gave valuable feedback on my questions and performance and as such, my productivity raised and was subsequently invited to stay after my seasonal duties were officially over.  

The hardest part of the job was temporary as applying the concepts learned from training became second nature as time went on.  There are some aspects of the job that proved challenging because of the nature of the products and services of the company: flowers for any occasion.  The hardest parts are for customers who have lost loved ones, as is the case for funeral products and services.  

Yet the most enjoyable parts are helping customers celebrate occasions by informing what products and services the company may offer.  Other aspects that I also enjoyed was the problem-solving dimension inherent in dealing with customer service.

This job there are a lot of responsibilities. And I really loved this job. I enjoyed being the middle person between florists and customers. Being able to take an escalated customer and let them know that to me they were not just another person I was answering a call for but that I truly cared about their issues. I loved the people I worked with. It was pretty fast paced which made the work day go by quickly and kept you busy and not idle which was another great part. But the pay was not good in comparison to the amount of things you did in a day. There is not a lot of gratitude for the work you do but you are always made aware of when you are not up to par. It is not  a relaxed environment or a place that you feel comfortable going to a manager or higher up with an issue and feeling they would hear you and work to make it a better place for everyone to work. The hardest part of the job was how critical they were of every aspect from your stats to your bathroom break time. The best part was the customers and the other employees.

A Typical day at work I would be answering incoming calls from customers, Make outgoing calls to customers, Read off a script, Ask what we can help them with, Exchange/Refunds, Offer them our products, Advertise our sales or "just-in" products, Enter their information in the program we were using to put in their information such as (Name, Address, Credit card/Debit card), Contact the Customers Local Salon/UPS/Fed-ex, and more. I learned how to enter information into their programs, Communicate clearly through the telephone, How to speak to an upset customer and calm them down and How to provide to best customer service that I can. Management was friendly but always busy. The hardest part of the job would be when the call volumes were high and The most enjoyable part of the job was working with my co-workers and providing great customer service.

In the five and a half years I was at FTD, I travelled all over the US and Canada installing computer systems at flower shops. Florists are the nicest people in the world. You'll be treated great by them. Travel arrangements were sometimes less than perfect, but on par with other implementation jobs for the most part.

I learned networking, a lot about computer maintenance and upgrading. I also learned a lot about flowers, the floral business, and wire services.

On the road, you really don't have co-workers very often, but the installers are a pretty tight-knit group.

The hardest part of the job will, for everyone, eventually be the travel. A sample week might have you flying out on Sunday at 4 pm, arriving in at 7, and then drive an hour or more to your hotel. Work Monday through Thursday, and then fly out Friday at 5 am getting home about 7 am.

My assignment to FTD was seasonal, through a temp agency, and gave disappointingly very few hours each day. The work itself was not very interesting and not very stressful, involving outbound calls to florists. We were usually asked to place orders for very low prices if the florist in question was not an FTD member, which often made store owners angry. I had heard much worse things about the regular positions within FTD for customer service agents. We had some downtime, but were not allowed to do anything to entertain ourselves during this time.

The employer mentioned the possibility of at least 6 hours of work per day, but we often found ourselves being called to clock out after only 3 hours or so of work. The pay was not very impressive.

I enjoyed it when I first I started, I really did. But after a while, I started coming home and crying - the last few weeks of my employment there I was told “oh you’re a great asset on chat, you’re so nice to the customers on the phone but your phone times are too high we need to work on that!” They helped me once, maybe twice in that time period... the whole time I asked when we were going to re-go-over what I needed to fix, I kept being told “oh this day this day” and it kept being good pushed. I didn’t even know it was coming till they let me go, an hour into my shift - they collected my things off my desk and put it in my bag for me. They did the same thing to multiple people within that same month as well. 
 I wouldn’t recommend it to my worst enemy to be honest. 
Don’t get me wrong, their benefits and discounts are great! But the turnover rate is crazy!

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