customer service representative

Golden Customer Care

They reel you in by saying it's a great environment, with free food, free benefits, a free gym etc. The gym is a small room that consists of a few punching bags and some dumbbells. Building is Rundown, carpets were cleaned for the first time while I was there and were stained and filthy since they don't vacuum. They had bed bugs and waited a day to tell us, it's a really grungy place to work. They did spray for the bugs.The products you sell or retain have a ridiculous markup, some over 300%. One parent company owns the others and the subsidiaries have products with the same exact ingredients. When you check out they'll offer at least six up sales. They will say you're signing up for a newsletter but you're enrolling in monthly subscriptions and they get by, by having in teeny tiny print that you'll be charged monthly. When you're adding on the upsells you don't get to see the running total and you don't see a confirmation number for your first order until after you've bought the extras and that's only for the first order not the total. It felt like a scam I felt like I was scamming people and I hated it. They don't want you telling the customers that the same company owns the brands that they're selling which they get doctors to claim they invented and spent all this time developing when in reality company x sells products that have the same ingredients company y, wow those doctors spent all that time working on these and came up with the same ingredients? What a coinkydink. Maybe they realize if customers know this they would feel it was a scam too. Customers call in with $900 to $1,500 on their account but they only received a confirmation number saying that they bought something for $49. They're not getting their confirmations on upsells, they're not able to go back in and change anything. Hopefully you can feel good about that when you're doing it. Many of the supervisors are not at their desk they're never there to help or coach. At first the company was laid back which it should be with the practices they use, but a new manager was hired and he hired an assistant supervisor which is always at his heels. He came in and they are cracking down to make it like every other call center strict guidelines you have to follow. THAT I get but if you're going to come in and make all these changes, change schedules without giving people decent notice, having them meet new metrics, take away their team building time, what's the benefit of staying in a run-down place like that? Call center jobs like this are a dime a dozen and you can get better food, a better/clean building, better moral, a better gym, and better business practices at almost any other call center. This company is still growing but I would say with its ethics and the dismissive way they treat employees it's well on it's way to becoming the next last resort. A call center your embarrassed to have worked work for it will be a last resort for people who have no other options at the time.

Although I do love my job & my team, I do not intend to stay here after I finish my degree. I would not recommend anyone else start working here at the moment if you are looking to feel good about your job, feel supported by your leaders & grow. Management is childish & inexperienced in my department & we have had more than a few upper & mid-level management changes in the last 4 months. They use barely legal, scammy, and unethical business practices. They do not care about the issues they cause for the customers & other departments. The attitude is very much about getting money &  “other departments are here to clean up our mess”. I have been told by my supervisor that “Customer service wouldn’t have a job if it weren’t for us”. That may be true but not to the level of the issues my department causes to get their numbers each month. That attitude is unprofessional & not at all Fortune 500. Not to mention, there  is a lot of favoritism. Even the head of HR is shady for lack of a better term. Her relative is allowed to scam people, not make his numbers & remain employed while others are let go for lesser reasons. Making changes is impossible & all the top sales agents are misleading if not lying to customers to make their numbers. The honest agents do well, but it’s not fair that the corrupt agents are glorified for high numbers that they didn’t earn honestly or by working hard. The work environment is nice, there are a lot of perks & for the most part it is relaxed as long as you aren’t rocking the boat with your concerns about morals & ethical business practices. However, I don’t see this business being around in the next 5 years. The perks & the benefits have gone down hill in the last 4-6 months & with the constant changes in management, that’s NEVER a good sign.

If you're considering working here because of the free health insurance, yes, that's definitely a rare and appreciated perk. But unfortunately, that's where most of the positives end.

Leadership has little to no insight into what’s really happening in the departments. Instead of collaborating with those doing the actual work, decisions are made from a distance, often by people who don't understand the day-to-day challenges we face. The push to build structure and implement systems has only added stress and taken away from our already fragile work-life balance.

Tenured employees are being stripped of their long-standing schedules and routines, not due to performance, but because of one supervisor’s personal inability to manage mornings. There’s a complete lack of regard for employee history, loyalty, or personal commitments.

Micro-managing is out of control. Instead of using effective tools or systems to track productivity, we’re burdened with excessive oversight, which feels more like punishment than support. The environment has become one of favoritism. Opportunities and flexibility are extended based on who you know, not what you contribute.

To top it all off, our manager being an external hire has little understanding of the company’s mission, culture, or workflow, and instead of improving things, it’s made the disconnect even worse. The pay is far below what you’d expect for the amount of pressure, stress, and micromanagement we endure.

If you're looking for somewhere that values experience, promotes fairness, and respects your time, keep looking.

Management is okay and they are pretty chill when you need time off and there is also VTO offered during slow times. The training was honestly the best part of the job and I loved the trainers. This job is very high call volume and the QA is strict. I do understand that there has to be a call flow but some of the things they want you to do and ask the customers are annoying and customers agree. The websites are always down or not working properly so it adds to the already high call volume. They expect you to upsell when customers already spent hundreds of dollars. Even when customers make a mistake in their order they expect you to try and save the sale like if a customer mistakenly accepted an upsell (most likely website error) they expect you to ask probing questions to get the customer to keep it and you get marked off of QA if you don’t ask. There has been so many problems like sending customers delivery emails and they haven’t ordered in months, payment issues etc and it made the job stressful. The pay is extremely low for the amount of work being done. Yes the it is work from home and it’s just calls but having so many issues makes it hard to work and the customers are already not nice and it makes them even more irate. There’s so much more but for the sake of my time I’ll leave it here. I would say it’s a 3/5 place to work 

I've been here little over a month and for the most part, the vibe around the office has been friendly, respectful and over all a good time while i am here. The managers and supervisors are verry courteous and acknowledge each employee with a "Good Morning" or some other greeting, which is important with big companies like this. However the site director doesn't seem to share the same outlook. Not only have i witnessed him ignore and literally glare at employees when they have greeted him with a hello, but he has also shown the same disrespectful unresponsive attitude towards me as well. When i first started he would engage with in small talk conversations with staff and myself, say Good Mornings and such, but within the past few weeks, his vibe and demeanor have changed. This behavior results in hostile and awkward work enviorment whenever he is around. I've worked for myself for the past 20 years so working FOR someone is a big change for me but  i am thankful that GCC has made it a pleasant experience so far. But  its unfortunate that one person can change the vibe of an entire office. No one wants to come to work worried or being made to feel "less" than anyone else. I know this is something that can be fixed and i really hope that it is. As for everything and everyone else , GCC has been a GREAT place to work and i really enjoy it!

I enjoy working there. Training is great, they are clear your not alone. Communication is key. And lots of perks.  However, if you don't meet the standards it's a wrap. Schedule changes are often. And you better save those cancellations/returns, if not that QA dept will happily take points from you. With all the saving and upselling you have to do there should be commission but there's not. And forget about transferring to a supervisor. If you ever make that mistake that team will be sure to complain to your supervisor about the transfer. They are not trying to deal with difficult customers and they make it clear we need to resolve those calls. But, they do appreciate the employees with lots of gift cards and cool prizes for being above metrics. And those really help. Because of the open mind of the company, some supervisory roles are given to those that normally shouldn't have that role. And that can cause problems for agents. Especially when the supervisor wants to know too much personal questions, because it's fun to get to know people better. Uh, no. That's a set up. 

I have to include, when I started it was completely remote (COVID) and was when I left still. I appreciated that, but the first time I visited the office and saw the cellphone locker in the front and a huge, greyed out sea of (empty) cubicles I was a little nervous. Mgmt apparently used to be much more controlling in-office.
But the work culture here was awesome when I started, so I rode out some of the bumps in the road, like being switched around to 5 different managers/teams in <1yr, and the mandatory shift bids that went off measured stats and happened every 6mos, meaning if you’re new, your shift may change and most likely won’t be M-F, could possibly even be 4x10s instead of 5x8s. Which you would have to deal with for 6mos. 
What finally broke my back was the sudden unexpected call volume. This was a job with expected busy seasons/slow seasons, but the number of agents dropped so low that the slow season now means 1-2hr+ queues and staying mandatory after close for up to an hour to clear out the remaining queue. With it being so busy, meetings became almost nonexistent, including our meetings to discuss annual raises, and work culture plummeted. 

I take a lot of phone calls, but once you have the process and call flow down, this job is easy and enjoyable. My day goes by pretty quick when we are busy. We get to help customers, and manage their account or help them place orders. About twice a year we get a shift bid so if you want a new shift there are options for that. My Co workers other the last 5 years have been great, I miss them when they go, but it's always nice to get to know new people. The Employee stock ownership plan that you accrue and earn the longer you are here, is what really keeps me motivated to love this job. There are many ways to earn extra gift cards with contests, drawings. I feel appreciated when my birthday comes, or with my work anniversary. I'm offered gift cards many times every month and throughout the year.

All in all this is a wonderful place to be at and has been the longest job that I have held down in my entire life. I love working for this company. I feel that there is room to grow and I see myself working here for many more years to come.

I took this job through an employment agency and in order to be hired on, you have to work close to 500 hours, have excellent attendance, and do 80 emails per day. However, if your supervisor does not like you, they can give you 80 very difficult emails that they assign to you personally. Their 80 emails per day is unrealistic, it forces you to work through your breaks and you also will be privileged to do overtime once you complete your 500 hours, so you can meet you 80 emails per day goal to not get terminated. If you fall below 80 emails per day you will receive a verbal warning. The agents who are hired through an employment agency are treated unfairly and unequally. Although the perks of not being hired on by this company are pretty good, you get paid weekly as opposed to bi-weekly and are not forced into doing overtime on your scheduled days off.  The employment agency is great to work with though, Golden Customer Care makes me feel like I am back in high school where clicks exist. If you are too smart or too pretty someone may be threatened and not allow you to get hired on. 

I got lured in by the promise of a $1,000 bonus however I  was there 90 days and had excellent stats and did not receive my bonus. I was given the brush off and advised we will get back to you, and they never did. They create difficult unattainable stats, however if you work through your breaks and time off, you can attain them. They tell you that it is a privilege to work overtime, however the truth is it is a necessity, if you do not work on both your breaks or do the overtime when you qualify for this then you will never reach their expected numbers. They will never show you the teams stats, due to the fact that no one else is attaining them either however they will lead you to believe they are. It is a game of hiring and firing, they get a group in and by the time you reach 90 days without being able to take a sick day, you are burned out. I ended up quitting this job, as I felt it was not on the up and up and became too stressful. It is a job for now until you can find a much better employer with reasonable expectations. If you do manage to receive your bonus, just know if you quit or get fired within 1 year, you have to pay them back. Most don't get to keep the bonus needless to say.  

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