customer service representative

senior customer service representative

bilingual customer service associate

call center representative

care specialist

KECH, Inc.

I absolutely love my work family. They treat you as a person not a number. They try to work with you if you need a day off or you loose internet if working from home. They pay is the best I’ve seen in my area. It’s call center work for the department of defense. Mainly working with people who have been in the military. I love it for the most part.

The really only problem I have is my schedule. I am currently working from home. But I am a single mother with no support. After I got the job offer and schedule after I got out of training, I spoke with my kids father and him as well as his family was supposed to watch them from 4 pm-9 pm. My schedule is 12 pm - 830 pm. They helped for the first couple weeks and after that I had no help from anyone. Not even my own family, with some living on the same street as me. I am mentally exhausted after getting off work. My kids get home around 4 pm and I have no help with them while I am working. I used to be on the 8 am-430 pm during training, and that worked for me perfectly. 

The people who have been there the longest usually are the ones to have that schedule. I just got out of the 3 month training at the beginning of October. It doesn’t look like I will get to switch to that schedule because your attendance is a big part of what schedule you get. I have had to miss a lot because my kids or I’ve not had internet at home. If I had that schedule I wouldn’t have to miss as much as I have. My kids also don’t listen while I’m working and are loud. I’m afraid I will get fired or get into trouble because of that. But I have no help with them after 4pm. I will continue to do my best as I have been. But it is difficult I worry a lot about the callers hearing my kids while on the phone. I just have on other options until I can hopefully get my schedule changed.

 However I will say, this is one of the best jobs I’ve had. I really love everyone there, they are so helpful and treat me like their family. I highly recommend anyone to work here and give it a try. If call center work is not for you or you have something come up where you can’t work at the moment, just let them know. They are so understanding. You can get rehired in the future if you do. If you just don’t come in for 3 consecutive days you’re fired and you can’t come back. 

I LOVE IT HERE!!!! I also love (MOST) of the callers I’ve had so far. I promise you won’t regret it!!! I don’t ever want to leave and I always want to be working if I can!! They have shown me that not every company is like the last and some employers truly love their employees and want them to succeed!! I hope I can make a career and move up here. It is the best company to work for!!

What is the best part of working at the company?
Had a good experience overall. Could get pretty stressful at times in the contract I was hired for and position I held, but good pay, the convenience of working from home. My daughter also applied shortly after and has been working for same company for a little over two years and is very happy with her job.

What is the most stressful part about working at the company?
Call volume was very high and did not have enough time to document after each call properly because another call would roll right in after last call, and dealing with irate clients because of issues with their student loans, some people were extremely mad and rude, but they obviously had financial difficulties paying their student loans or other issues related to their loans.

What is the work environment and culture like at the company?
Training was done on zoom calls/meetings, for me, it was hard to keep up when there’s more than 50 people on the same zoom training and sometimes calls would drop and I felt lost. Still, I do feel like there was support, at least 4 supervisors to reach out to for help.

What is a typical day like for you at the company?
Very busy and if you cannot find information or answers for client fast enough, can become stressful at times.

HR frequently sends out emails that they make sound urgent and they wait until the last minute to do it then treat you like it's an emergency that you caused. Good luck getting a polite, timely response from them if you ever need anything. It does not feel like they're looking out for my best interest. They did not have their cameras on in the interview. They hire same day.

They emailed several hours worth of training before the start date, of course before the paid training started, that must be completed right away "or else" you wouldn't be able to move forward. I did not like the language in the emails. I felt like everything was "or else" like theyre not afraid to kick people out because employees are a dime a dozen and can be easily replaced.

Posted salary was 17 dollars an hour but really it's 13 something with a few more dollars to use toward benefits. You can opt out of benefits and keep the extra money if you choose.

I felt like I was treated as a number. I would email things and then later get a response as if they forgot they had just talked to me. The hiring process was a massive interview with multiple candidates hanging out coming and going from a microsoft teams meeting and separating into breakout rooms. I feel like they do not care one bit about me.

I’ve been at this job for nearly three years. I loved it at first, but I’ve slowly started to hate it over time.

Honestly, the only good thing about the job is being able to work from home. You’ll constantly be switched between contracts and don’t even think that you’ll be put in the same exact position on the next contract because it won’t happen. They point you for every hour of work that you miss even if you have a doctors excuse. They won’t work with you if you require accommodations and HR will tell you that they will no longer accept any accommodations from you, but at the same time other managers will continue to tell you to contact HR to try to work something out with them. Your supervisor also won’t go to bat for you either. They’ll sit there and say nothing. They’ll basically tell you to suck it up or quit and when you don’t, they’ll constantly sit there and try to create their own reasons for writing you up or firing you (example: trainers purposely taking you off mute during meetings so that they can call you out for not being muted). At this point, I seriously wish that I never took the job.

They say they care but their actions speak louder than words. They set very unrealistic expectations that make the job very stressful and always threaten to shut down the project if those expectations aren’t met. No job security at all. You have to clock out to use the restroom which in my opinion is ridiculous. The job itself is very mentally exhausting and the work load is very heavy. There’s no stores near the building and they have no vending machines. 15 minutes is not much time to go get something to eat and we aren’t allowed to eat near our equipment so I’m hungry most of the shift. Management is nice and they do seem to care. Direct management does give you the support needed to succeed and for the most part address all of your concerns. The pay is not bad but could be better.  The health insurance offered is very unaffordable. PTO can’t be used until after a year with the company and you are expected to not take any time off till then.

Management, Supervisors, higher up staff is unorganized but after a few emails they will do their best to assist you. We do not get what we ask for during interview ( second screens, hard phones, equipment). Not so great benefits. Equip (background check) application is a nightmare. Two 15 min breaks. 30 min unpaid lunch. A staffing agency contracted by other companies. Favorite thing is the co workers you meet from your own location and all over the US and working remote.

Very stressful and management is against you unless you are a favorite. Upheld to very very strict guidelines, so many system issues that you cannot do your job properly. HR is a joke they are only there to make sure write ups are issued never there to listen to your problems, medical accommodations were not met and thrown away, and was fired two days after asking to take a day off due to a work related injury. Health insurance is around $300 a month with $5k deductible, nothing but a statistic when you work there. Multiple system issues that you’re expected to ignore when it hinders you from doing your job and in turn effecting your quality, which you get wrote up/fired over. 

I have worked for Kech For 2 yrs now and wish I had found the company sooner! This is a place that goes above and beyond for its employees and You always feel important and needed. This is the first place I have felt like more than just a number!  They are always understanding on issues and do try to make accommodation when they can. If you are looking for a career then you will not be sorry choosing KECH. They offer lots of free online classes for you to advance/better yourself for other positions within the company. 

Do not work here. This place is terrible. They hired us and then during orientation told us we’re only seasonal and may not stay on. They change information and procedures every day. I’m constantly disrespected for things out of my control and reminded that I can lose my job at any minute. Supervisors don’t help and then get mad when we’re not able to do our jobs. The amount they pay isn’t even enough to compensate for the things we go through. Then when asking about contract switches they constantly ignore us. 

What is the best part of working at the company?
Everyone that works at Kech is so helpful and they understand when life happens you are not afraid of losing your job. I really appreciate that with Kech and I have a great supervisor and support staff.

What is the most stressful part about working at the company?
Sometimes very rude customers if they curse at you or call you names

What is the work environment and culture like at the company?
I work from home 

What is a typical day like for you at the company?
Answer calls regarding FAFSA, FSA

Top Job Titles	Average Salary
Customer service representative 10 salaries reported	$19.62 per hour
Senior customer service representative 3 salaries reported	$18.06 per hour
Bilingual customer service associate 1 salary reported	$18.90 per hour
Call center representative 4 salaries reported	$22.06 per hour
Care specialist 7 salaries reported	$63,571 per year

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