customer service representative

equipment operator

account manager

supply chain specialist

mechanical engineer

Otter Products

Otterbox is a call center position you should stay away from if you value your self-respect, your mental health, and your livelihood. Don't get me wrong, when I first got hired onto this company I was very excited to be working there. Being born and raised in Colorado I was very excited to be working for a local company that really seemed, from the outside at least, to really encompass the culture of my home state and what it means to be a Coloradoan. Once I really got into the details of this job however, it became evident that Otterbox is rotten from the core of its customer service department. The two week training period was more of a buttering up type situation where they shower you with gifts and praise from all levels of the corporate level (I met the current CEO on my first day there) but the training does nothing to prepare you for the job ahead. As a customer service representative you are expected to clock in and take phone calls or answer emails (don't be fooled, the chat system is not up and they have no plans to bring it back) but in training they do nothing to prepare you for the volume of work ahead. On the busiest days it is back to back phone calls from the moment the call center goes online at 8 am until the call center shuts down at 5 pm. You can literally sit there and take 70 calls that day with no rest between them except for your scheduled breaks. This company suffers from high turnover driven by management which does not help the situation either. Every single thing you do is monitored and tracked and the slightest mistake can spell doom for you and your job at Otterbox. And if management does not like you they will find a way to get rid of you. The workplace culture is also a very thinly veiled front to cover a lot of bad aspects about this job. All the corporate level employees like to flaunt they have an amazing culture but that front is immediately thrown out the minute it becomes inconvenient for them. They like to talk big about how they want their employees to volunteer and give back to the community but you will never find anyone in management or administration doing any of the volunteer work. The company wants YOU to volunteer, not THEM. Otterbox also suffers from epidemic levels of favoritism and factionalism. There is a great divide between the veteran agents that were working for the company before covid hit and the new agents that got hired on after they went to remote work and it sucks to be you if you're the new person there because no one cares to be your friend or help you if you need it. If you don't suck up to the superiors and the veteran agents you will not make it in this company. Not to be totally unfair to Otterbox there were a few good things about the company. There was a lot of free stuff you could get and the discount for employees was nice as well. If you work full time you get an hour long lunch as well which is nice. And the schedule was nice as well, having every weekend off. The PTO system was also quite generous, being able to take time off was easy. But this is where the niceties end. To summarize all my points again, this company overworks its employees into the ground while hiding behind its paper thin "culture of care" while fat cat management sits around ready to punish the slightest mistake from its new staff with immediate write ups while the veteran agents have a cool kids party you will never be included in. Do not work for this company unless you are really desperate.

I won't say that anyone at the company necessarily has bad intentions, but if you ever strive for a career at this company, just forget it. They regularly change things for the worse and especially with their new CEO, he has made drastic cuts in all avenues that affect everyone, including their customer's experiences. It's a shame, because I know good people that work there, but they are stuck there because the benefits are admittedly fine, while the pay is low and employees ultimately feel underappreciated, sometimes patronized as well. 
Recently, we implemented a new call system for our customer service center, and not only was the transition completely half baked, but when providing feedback, management was adamant that it was the employees making mistakes when what really happens is that the new systems were bogging down everyone's computers to a degree where it would completely freeze, yet they have a high pressure on reducing "IT issues". 

I was patient for 4 months trying to change career tracks, told that my metrics weren't high enough (despite my being among the top rank in the department regularly in terms of average handle time, process and revenue generated) and they will also grade your calls, which is normal for a call center, but there is also a bonus incentive for those that have a high average score. They will go out of their way to dangle the bonus in your face and put you literally at the edge of being able to achieve your bonus or find reasons why a call did not reach very specific expectations. I have been awarded my bonus 2 out of the 12 months I'd worked there, all because of small, tiny, extremely minor mistakes. It is an affront to employee satisfaction and they will swear that it's on you to improve. They gave us the opportunity for two months to submit one call to be graded, where I achieved my first "perfect" score, just for them to pull a call that made my average score JUST disqualified enough to not award me the bonus. 

The business has been on a downward trend for the past 3 years, and the constant cuts, the constant cheats out of your bonus, and other quarterly bonuses are solely based on how the sales team does, so you have an inconsistent income, holidays are taxed to h3ll, so you might as well work that day if you want to expect the regular pay, and remember, it's always your fault. I only held on for so long because I was promised a career shift, just for them to dissolve the team I was going to be in right as we were in discussions on my moving there. It's a black hole, and I'd only work here if you are just down on your luck and need an at home job. 

I posted a review after 3 months of working with Otterbox and it's time for an uodate.  I relied heavily on these reviews when i first accepted the position so I would like to give a more uodated reality of what the job is like. I have been working at Otterbox for 5 months now.

The atmosphere is fun, they actually teach you to have fun at work.  They encourage you to play at work.  They have a wonderful recognition program and offer feedback to help you improve your work performance.

Customer service at Otterbox is a fun, fast paced and a steady job.  They've changed the policies quite a few times since I've started.  The objective at Otterbox is to get converted.  They rate your job performance based off of your metrics which is your average handle time, adherence and your call scores.  Your metrics is how you're ranked in line to become converted to an Otterbox employee.

Your average call handle time needs to be below 8 mins, and this is very easy to manage. Your adherence is how closely you follow your schedule as they keep track of this through their system.  Finally your call scores, it's unknown which call they will pull to listen to for the week but it seems they're listening to 2 calls or less a week.

The goal is to get above a 3, 4 or 5 if you can on each call.  This is graded by how well the call flow goes, how well you collect all the information and how well you nteract with the customer.  It's common to get mostly 3s and quite difficult to get 4s and nearly impossible to get a 5.

Mostly the job is easy and though you have the occasional customer that's extremely upset that their phone broke, the majority of calls are a basic warranty on the cell phone case.  

They offer group meetings to help you: improve call scores, learn new policies and get together with your team.  I have had a few managers since I've started but all of them have been overly amazing and always offering help if they can. I'm truly impressed with the managers.

There's of course some perks that come with the job such as free beverages and the ability to work at home.  I've seen too many people get comfortable and loose their job.  If you work hard, are reliable and compassionate you will have no issue with maintaining a good job performance.

Everyone here is so nice and the managers genuinely want to see you succeed.  If you're considering a job that has the opportunities to move up consider Otterbox but know it's going to take hard work and dedicated to move up.

Depending on your age and personality, OtterBox might be a fantastic work environment for you. As I am an introvert 20 years out of high school who can't stand corporate culture or being micromanaged, it has not been a great experience, and I'm basically just trying to hang in there until I can find something else. 

The Customer Service rep job consists primarily of taking phone calls from customers wanting to replace their damaged OtterBox cases through the warranty. Sounds easy enough, but throw in the fact that at least 20% of those calls are from scammers trying to get free cases, probably another 30-40% are from legit people frustrated from trying to place their claim over the company's poorly-designed website, and at least 10% are from people whose phones were damaged while in an OtterBox case (and were told by the rep at Verizon/T-Mobile/etc. that OtterBox would replace their phone if it got damaged while in one of our cases-- not true), and it adds up to a generally miserable day that the free latte and soda machines do little to remedy. 

The calls generally come in fast and furiously, and if you are on a call that spills over into one of your pre-scheduled breaks or lunches, and you have to take the break later, this puts you "out of adherence", one of many stupid little micromanagement details that will ruin your chances of advancement (that and being over 30, not keeping a Nerf gun at your desk, and dressing "business casual"-- apparently the preferred look is skinny jeans and hoodies). Management fluctuates constantly, and I often feel like Peter in "Office Space," getting the same memo from my eight different bosses regarding some mundane detail. Yet when I'm on a difficult call and the customer is demanding to speak to a manager, they all seem to disappear. 

Again, if you are just out of high school, outgoing, unable to function without someone else laying out your schedule and making minor decisions for you, and you have an extensive wardrobe of hoodies, this might be the job for you!

I wanted to write a review so those interested in this job could get a feeling of what to expect.  I've now worked at Otterbox for 10 months and have been recently converted to an Otterbox employee.

The energy around you is fun and they actually encourage you to have fun.  The basic job is mostly filling warranties for customer's cases with the occasional question about the products.

The goal at Otterbox is to get converted to an Otterbox employee. On average you take about 50 calls during an 8 hour shift.  How you're converted is based off a ranking system. You're ranked based off your metrics which is your call scores and compliance.  

Your call scores are how well you engage with the customer, take all their information and connect with the customer.  The goal is to get 4s or 5s if you can but it's very common to get 3s. It seems they're grading about 5 calls per month.

Your compliance is how well you follow your scheduled shift which is very easy to do.  Compliance needs to be at or above 94%.

All the managers here are wonderful and genuinely want to see you succeed.  The peers you work closely by are fun and caring as well.  Everyone at Otterbox seems to genuinely care for each other and are very easy to talk with.

There are benefits that come with the job such as free beverages and the ability to work at home.  This is by far the best job I have ever had, even after being here for a bit I truly enjoy what I do and love getting to know the customers.

It does take dedication and efficiency to maintain good work ethics but it does pay off.  If you're interested in a job with opportunities, consider Otterbox but know it will take hard work.

The base of the company is built off servant leadership and you can see it in the collaboration of individual contributors in cross-functional projects. People are kind and open to discussion and willing to dive in to help others. My co-workers and department had a lot of great comradery and enjoyed being the the trenches together. Otter does value volunteer work and gives its employees paid time to volunteer during office hours to give back to the community. 

The company has gone through quite a few restructures in the last three to four years. With that, the organization has been flatted, leading to lack of opportunities for growth or promotions. With all the restructures, there were not defined swim lanes between certain departments causing confusion on deliverables and ownership. Direction to the working teams was not strong or solidified leading to frustration at times. 

It's a family own business so take that as you will. Some may like it, some not so much. If you are comfortable with the Company President saying 'mom and dad' at a company wide all-hands meeting, great. However, I was not, coming from Fortune 500 companies. The company also mildly supported DEI initiatives. If that is important to you, keep that in mind.

If you are use to data-driven decision making in your roles, that is a challenge with this company. I hope with all the restructures, data analysis across all departments will become more frequent than it is now.

Expect to be very busy at OtterBox--this company lives and breathes change.  This means little stays the same from week to week, an indication of the rapid growth and a need to adapt quickly to industry and business demands.  It also means your job never really reaches a level of established standards or continuity due to all the change constantly going on around you.  Employee recognition in the Customer Service department is very good and the most productive employees are given opportunities to grow/advance.  The culture is second to none--everyone is very friendly yet competitive in a fun, supportive way.  I didn't meet anyone I didn't like at this company--a bunch of really nice, highly productive and engaged people.  Best work environment I have worked in.  Loved the fast pace and innovative spirit.

Downside?  Don't be caught feeling comfortable about your job or expecting to stay in any position for very long.  With constant change comes a continual re-evaluation of the business and restructuring of job positions seems to be an annual thing here--just make sure you are the top performer at all times on projects, day-to-day tasks and your ability to connect and network effectively with others or you may be seen as non-essential.  I was promoted twice and was still restructured out of a job when the company felt it didn't need my position in their newly imagined business model.

Fun, engaging and great co-workers-- a great place if you are okay with never-ending change.  While change is necessary to stay competitive in the business world, this is not the place where you'll feel a sense of job security.

To be honest, if you're looking for a new job, you can get paid more elsewhere doing a more stable task.
Customer Service, just came off of its worst year, moral wise, due to upper management putting in place policies that completely ruined the culture they worked for years to create.
Within the policies they introduced more hats an agent must wear. We had to be the sales department as well as the marketing department as well as the technical department and finally customer service. Otter Products has a department for each outside of customer service and these workers are paid a livable wage.
The most frustrating part about these policies is it created a toxic environment that put CSR agents mental and physical health at risk (many agents quit, got really sick, or got incredibly burnt out). Instead of creating policy equal to management to take care of the agents.  Policies were put in place that created negative consequences for agents that tried to take care of themselves. These negative consequences led to lost wages.
This is not to mention a new system that they put in place that gave CSR inaccurate information that led to many bonuses being lost.
When confronting management about these issues, giving management feedback about how policies affected the department, management would write you up for a negative attitude. 
This was common amongst agents when I was working there. If they paid us a minimum of 20 dollars per hour, all of this stress would be fine. But because even the top tier CSR agent wasn't making close enough to a living wage at full-time hours.

I started working at Otter Products in 2017 as temp Customer Service Representative. During my interview I mentioned to the person who would be my manager that I had an interest in working in HR in the future.  I was told Otter Products, is a great place because they encourage growth and development in their employees and there could be opportunities for me in that area.  I worked hard, built professional relationships with my manager, co-workers, and others within the company.  After I earned conversion to a regular employee, I was introduced to some of the people in the Otter Relations (HR) department and had the chance to work on a couple projects.  By the end of 2018, I was offered a full-time position in the Otter Relations department.  I'm still there today, continuing to learn, and given opportunities to develop new skills and experience.  The managers are willing to help anyone who puts in the effort by working hard in their current position, fostering professional relationships, and actively participating in their own growth and development.  Nothing is going to be handed to anyone, it's work, it has to be earned.

The Owners need to be checking in on their employees and how the managers are treating their employees! There have been hostile situations that the managers and HR just dismissed without handling it correctly! They make the employees feel like they can't reach out in those situations! When management doesn't like an employee they are quick to fire them or make their work environment unbearable to the point they quit! It doesn't matter if you get the highest production numbers because if they don't like you for any reason they will make your work days harder by micromanaging and picking on just that person and not disciplining the ones that are slacking in their numbers! The management have been getting a way with their lies, favortism and unprofessionalism! It is the employees that are the key to the success of the business, but you have to treat them with respect and make sure that they feel safe while they are working! Employees should be able to go to their managers and not feel like they are being attacked and have to worry about losing their jobs when they come to them with issues! Employees are humans! They are not machines! Management should not be able to retaliate by driving the employees out that they don't like even when they bring in the higher numbers in the productivity! 

Top Job Titles	Average Salary
Customer service representative 3 salaries reported	$18.67 per hour
Equipment operator 4 salaries reported	$22.56 per hour
Account manager 1 salary reported	$100,000 per year
Supply chain specialist 3 salaries reported	$88,000 per year
Mechanical engineer 1 salary reported	$23.00 per hour

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