customer service representative

senior customer service representative

sales support representative

call center representative

bilingual customer service associate

Helpware

They outsourced our jobs to another country without warning. We were told our positions were being eliminated, but in reality, we were replaced by individuals overseas who are paid significantly less—hundreds of dollars less per week. There was no communication and no transparency. They did not care to prepare us or give us at least a two week notice. 

The work environment is extremely demanding, with little to no support. Leadership is expected to work overtime without pay and take on responsibilities outside their job descriptions, including tasks like payroll. Promises of support and advancement are often made but never fulfilled.

The company consistently understaffs phone agents, leading to overwhelming workloads with no regard for employee well-being. Raises are almost nonexistent. 

The attendance policy is punitive. Employees are penalized with points for leaving early, attending appointments, going to funerals, going to the hospital, or even being sick.

Upper management, particularly the Vice President, has a reputation for being dishonest and manipulative—making promises that are never kept in order to maintain control.

Ultimately, the company’s plan is to replace domestic teams with offshore workers earning a small fraction of what was paid to U.S.-based staff.

If you care about your mental health and job security, I strongly advise you to look elsewhere.

Pretty standard fare call center work, decent enough pay for a work at home position with provided equipment. However, you will not be compensated for using your own internet network and the insurance plans are ungodly expensive for the coverage. Again, this is standard with call center work although the company managers (in my personal experience, I found them incredibly unhelpful/borderline incompetent as a resource, entirely robotic with the same tired talking points and jargon that plague the industry as a whole) These talking points how the company is so much more different than a call center while being the same case of nobody showing leadership or direction and if they do give you an answer, it will be in the form of an excuse such as: "Oh, well we are a start up new company so we are working on it!" 

It became abundantly clear to me the management team could not think for themselves and were victims to micromanagement from upper leadership. Decent enough job if you want a low commitment job that requires little more than answering a phone. Like most call center jobs those that can think for themselves and are interested in improving processes and actually bring change are punished and ostracized. 

At the start Helpware stated they were transparent, everything is secretive and the team leads, well I've had better management in fast food restaurants! The people who work and give their all every day and show up are never provided with better opportunities. If you are well liked and popular you will succeed. Currently doing the same thing I done 9 months ago bec there is no advancement. Team leads get to decide your fate and whether you move up. I have had 3 diff team leads through my 9 months at no fault of mine. I would not recommend to anyone! The job itself I love the company not so much! They fired 300 people with no notice whatsoever and said there was a issue with slack to cover the employees from knowing what was going on and during the zoom meeting of 150 people they muted us all so we couldn't even speak while being fired! Terrible company and they fired all the best employees and kept the ones who struggled!  Terrible company with terrible morals and I earned 54 hours of PTO that I was not able to use and they took it after changing the handbook to state they would not pay out PTO! 

I've been with Helpware for a few weeks now as they've expanded into the US and brought jobs to my area and its been an amazing experience so far! From the personable and friendly CEO to the VP and Trainers from Day One, I've felt welcomed to the company and given the opportunity to grow and evolve with them as they tackle new US based accounts! The specific account I was hired for was developed as an at home job and after a few days of in office training I was sent home with my equipment. My team and our leaders constantly stay connected through virtual meetings and morning get togethers as we iron out the process and provide the best experience to our customers.

If you have any reservations about this company, ask a question! They've been forthcoming and transparent with me since Day One and made it feel as much a family as it is a company. 

A typical day at work is:
Unknown. You will be given so many tasks you can’t keep up, the management team has no clue what is going on. Your system will fail multiple times during the day.  
What I learned: 
Everyone is for themselves except a select few. DOCUMENT AND SCREENSHOT everything because they will throw you under the bus quickly. 
Workplace Culture;
Chaotic! The company is only focused on money and they could care less about the person helping them get that money. Their agents are completely belittled and treated so poorly 
Hardest part of my job: was wanting to agree with the customer that this company was horrible  and had screwed up so many times but couldn’t. Instead we must make up lies or divert the call to something else! RIDICULOUS!
Most enjoyable:
Making my customers happy by going above and beyond for them. Making sure that I got them taken care of instead of just passed around like most agents do! 

This is not a career type of job. Do not recommend if that’s what you’re looking for. You’ll get paid good to sit at home and take calls, but that better be all you do. Don’t question anything or provide any feedback, it’ll be shot down quickly and all you can do is step back in line. After a while you just constantly feel defeated and what you say or notice doesn’t matter to them and it brings the entire team morale way down. Don’t expect communication unless it comes directly from the client, and even then it’s not appropriately communicated to the team by our management. 
Only giving this rating because of how good the pay is. Training was great. Equipment is great. Tools we use to assist customers only seem to work half the time, but they’re fairly simple to use and learn. 
Overall if the management focused more on leadership and communicating better, as well as accepting feedback and suggestions, this would be a 5 star rating.

This was a great place to work when I had first started this job. Unfortunately the project I was on was ending without being gave a two or one week notice. I had a day and a half to turn in equipment after being told that the project I was on was ending. When asking upper management if the rumors were true about the project ending, they tried to assist me by saying I can’t believe rumors & that it was not true. Fast forward two weeks, and then we had a meeting that we were getting fired/laid off because the project was ending. Which many on my team/project were told this was going to be a stable job, with no lay-offs, which was not true & to add off on top of everything, they tried to get me to sign a paper so they could take so much out of my check for paying everyone holiday pay! 10/10 don’t recommend this company after this experience! 

Third party to the third party. Working RRP, the calls weren't bad and it wasn't that many on a typical work day. The information required to provide to the applicants didn't always line up with the program procedures; the correct response to a specific question. Bottom line, the program manager for this program was horrible. Out of college a few years and had no clue on how to work the project; meaning passing down information to the group that was in direct contact with the callers. The callers knew what was going on before the agents or management working with the agents knew. Communication is key to run a successful company and a successful project.

Very cliché to say, but it is the truth. Helpware is the best Business Process Outsourcer in the offshoring market, hands down. It all starts within. Hire the right people, empower them as individuals, invest in their development and you will get positive results. That is exactly what Helpware leadership has done with each individual team and as they say, the numbers speak for themselves! Highest employee satisfaction amongst competitors with much less than average Churn amongst our clients and most importantly, a true leader in the BPO field. Helpware is a whole lot of things, but above all, it is a place where growth thrives! Fill up a room with truly amazing people who never stop transforming to always find a path for a concierge-level experience...and you get Helpware. 

I have never completed a review for a company but i have to say that this is one of the BEST and PROFESSIONAL companies I have ever had the pleasure of working for. From start to finish, the process has been easy. The interview took about 15 minutes and I was offered the job on the spot. Training is in office for a week and when in nesting you are offered so much support and encouragement. You are not fighting or waiting to have your questions answered and everyone is so kind about helping and eager to help! I am also enjoying what I’m doing and there are so many opportunities for growth! I am excited to see where my journey with this company takes me.

Top Job Titles	Average Salary
Customer service representative 1 salary reported	$15.00 per hour
Senior customer service representative 16 salaries reported	$15.34 per hour
Sales support representative 16 salaries reported	$15.91 per hour
Call center representative 12 salaries reported	$15.50 per hour
Bilingual customer service associate 2 salaries reported	$13.50 per hour

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