call center representative

customer service representative

it support

call center team lead

account manager

ROI Call Center Solutions

What is the best part of working at the company?
Working from home

What is the most stressful part about working at the company?
Disorganized company
Low pay rate
No incentive, just a monthly raffle
Favoritism

What is the work environment and culture like at the company?
Admins play favorites and perform silent promotions. In my 8 months so far I've seen wave after wave of firings followed by silently promoting agents without opening the positions to interview or application--internally or externally. I've seen entire teams, including the team lead, be fired. ROI claims that if a campaign closes, us agents will keep our jobs and move on to another campaign. What they fail to mention is that IF your campaign is doing poorly, the Account Managers will start firing people like they're cutting off limbs in order to stay afloat stats-wise (keeping only those who score 85%+). This company is a mess and there is no accountability. You try to express concern to an admin and they'll just play hot potato with your e-mails. There is no HR. They treat me like I'm dispensable and they say things like, "We should all be greatful for this position and that it pays as much as it does for what it is" to get you to be complacent with low wages and their conduct. 

What is a typical day like for you at the company?
I stay off the chopping block by keeping my numbers above 90%. The managers pretend they're in meetings while they walk their dogs, eat pizza, and nap. There used to be unlimited overtime and attendance incentives. Now there's mandatory time off, a monthly raffle for some stuff nobody asked for, and all the VTO you could want. We're supposed to get weekly coachings. My current manager didn't bother to meet me for 3 weeks after she was assigned to me nor does she coach me weekly.

Worked here for 8 months. The actual project was easy. Most of the time you’re placing orders for members over the phone, it can become stressful during peak which is the end and first of the month. When members benefits are expiring and When members receive their monthly payment benefits.  Mostly if not all calls are from elderly people who aren’t really happy people. In training they express you’ll be receiving calls from sweet old ladies to help place their orders. That is absolutely false! The members are very grumpy, they want things quick and in a hurry. Some calls members are complaining and going off on you. You find out it’s because they really just lack knowledge of how things work. They also fail to pay attention to what you’re saying and will call back about something you explain or your team has explained to them already. So just breathe, listen to everything with no interruptions and be patient and you’ll do fine. There is room for advancement especially if you catch on fast and follow the call flow to a T each call. They do change a lot frequently and will fail to make it known to everyone of the changes. They will come to you and talk to you about something you didn’t do in a call flow but they fail to realize you did not receive that information about the updated changes . They offer daily pay, paid twice a month. Two 15 minute breaks and 30 minute lunch. Team leads are super cool, chill. If you have any issues they hear you out. Team leads receive notes about you from QA if they have any complaints or issues with you and your TL will address you about it.  Lots of over time during the peak times I already mentioned. However, Pay is just to low, I had to move on. Due to my growing family and wanting more in my lifestyle. 

I came to work for ROI Solutions when I first moved to Utah three years ago. It was intended to be a short-term employment until I could find a position related to my degree, however I enjoyed the company and the challenges and opportunities for growth so much that I have stayed ever since. 

ROI Solutions is unique in a number of ways. Because it is a rapidly growing company, there are very often opportunities in leadership and management, and the vast majority of the time, the hiring is completed internally rather than bringing in someone from the outside of the company straight into a management role. If you push yourself and are willing to accept feedback and absorb, you will have myriad opportunities here to turn your position from a job to a career. 
Additionally, because the company is set up with many different departments (called campaigns) operating relatively separately, there is a great chance to connect with your smaller team and form a great social environment. 
The executives of this company, rather than being aloof and unavailable, are always in the office with open doors, and partner with managers to help things run smoothly. They are a huge resource. 

Top to bottom, I have enjoyed my time with ROI and I firmly feel that if you apply yourself and are solution-oriented instead of problem-oriented, the sky is the limit with this company and you will love it! 
Truly, the positions here are what you make of them. With an open mind and a willing attitude, this might be your favorite job ever!

I have been working with ROI Solutions since August 2020, The training was easy, basically passed with no time at all. The work load is way too over baring; no superiors who actually care about the work load being too much. In the current position I hold I am forced to take 3 chats and emails as I work stressfully to meet the average response time for each customer who comes to me. Because of the work load I find myself discouraged and dreading my next work day as it only induses my anxiety and my overall exhausted mental state. 

When you try and let a supervisor know about the discomfort that you feel while on the job they all respond with a similar anecdote, "I had to do (blank) too, I get how it could be (blank). Once you have better canned messages it gets better!" Treating me like one of their unsuspecting customers I talk to throughout my 8 hour shifts with non-stop response times. Oh they also forcibly make you help with a sister company, with no warning, no raise, nothing. You are expected to sit quietly and do it. You get paid minimum wage for a job that is seemingly impossible to meet quotas, at this point I don't find any enjoyment out of it anymore. I loved it at the start but the lack of care, lack of a supporting environment. It really rang me out and left me to dry out in the cold. ROI Solutions, I know you can see this. You can be better than this, you are a great opportunity for old and young employees alike. It is am amazing job just handled poorly by the ones who are supposed to carry us to victory, instead fill our shoes with concrete and expect us to run at the normal pace.

ROI is ok to work for since it is remotely from home. Management is understanding to a certain extent. If you had high volume calls you weren’t able to take a break. There were certain times I would ask for break before anyone else and I would end up going last. If you asked on teams for help they skip you up for about 7mins unless you constantly ask again then they give you a rude response to look it up on the DE cheat sheet and they would say they’re very busy. Every SUP never wanted to take calls from angry unemployment claimants who wanted nothing to do with agents and wanted a SUP ASAP! Management will then say that’s no need for a SUP here’s the script say that. 
They coached you even if you had no control over the situation. You could only be on call no more than 8mins and if you were on a call longer your stats goes down. 
Management is not understanding on situations we cannot handle and expect us to handle everything with cheat sheets and low pay. 
Management is understanding if you have a power outage, sick(doctors note), wake up late, internet not working, etc. Little things, but overall they were strict and didn’t care what reason you had. 
Management does not care unless the stats are so low. Your stats has to be at 85% or up or you’re coached. 
The claimants are so stressful and do not care if you don’t have access to their status on their claim they want answers. Why hire us if you’re not gonna give us more information to give to claimants?! 
I can continue, but overall only good thing about it is I can stay home and be with my dogs otherwise than that not a good company to work for unless you just want to be nothing, but a number to them. 

I got to use the company computer which was excellent although it was an older computer it was great to have them send it to me. When I had to leave the company because their health insurance was minimum essential coverage which is not actual health insurance, and in covid I just couldn't risk not having any health insurance, I sent them back their computer and they did give me back my money or didn't charge me for it. All of my paychecks were accurate. My manager seem to be all be very professional some were even very kind and funny. Frankly I loved working from home and I would go back to this company in a heartbeat if they had better health insurance. But because I cannot afford to have no health insurance I had to leave. The pay was fair and if you take into account the fact that you don't have to drive to work or buy work clothes we're from home positions pay you an estimated $0.50 to a dollar more an hour. This would be a perfect job for someone who's married and gets health insurance with their partner or someone who has social security income and just wants a part-time job. Some of the jobs are quite stressful, and I did have a challenging time getting the bonus pay that I was owed from one position. And they threatened me for communicating with my coworkers about bonus pay. But this is nothing compared to some of the stuff I've had to deal with from other jobs. Overall it was a positive work experience and I remember my time they're fondly as my co-workers were awesome communication was very good and I felt well supported by the assistant managers and managers.

My time at ROI was brief, and for good reason. The people who you work with on the floor are decent folks. But a poor, lackadaisical, "I dunno, not my job" attitude from management makes it a headache to try to get aid in the simplest of problems. 
My department had to all work from home, so that the office would be cleaned, and were assigned necessary equipment to do that work. My equipment was poor, laggy, and to put it bluntly, a piece of garbage. I was told I wasn't even allowed to fix it myself, that only IT was. After I spent several days trying to get some answer or form of support, a supervisor suggested I just swing by the office, and grab a different computer, which I did. What they didn't mention was that signing in to all the websites and programs needed to do my job was something that needed to be done entirely new on this computer. So, of course, trying to access protected information from a new computer wasn't really working for me. I contacted a supervisor again, and they simply ignored my messages for about a week. Keep in mind, I'm 18 and living in my own place for the first time. I have to make rent and get food. This lack of communication had cost me about two weeks worth of work. Hearing nothing, and getting no help, I went and sought other employment. 

Do yourself a big favor, and don't apply. They don't care about you. Find a job with good management.

I was hired with a minimal interview and started training the next day. The pay was really low but I needed a job. We were expected to download / set up multiple programs on our own computers with no help and minimal instruction. Promised IDs and program access weren't given prior to training, so I couldn't see things that were only sent to my company email or lessons in certain programs.  Training was a joke, disorganized without giving us extra time to learn when planned methods failed. We were literally thrown to the wolves on day 3, expected to talk to customers but not even having access to all of our tools. They cared more that we said specific words to each customer than ensuring that we knew how to do our jobs. The people were nice but it was hard getting questions answered. I didn't stay long. Getting my final check was weird. I got a notice that I had a balance in an app I'd never heard of but learned it was from ROI. I made an account but didn't transfer out the balance right away. When I did go to take out the money it had disappeared. So I sent an email to the supervisor who was responsible for keeping our hours up to date and correct. She said they put your money in that app but then remove it to mail you a check. Whaaaa? I did get the check in a timely manner but why bother with the app at all?

The first time I worked there in 2018 I had a supervisor try to tell me you “couldn’t feel seizures coming on” when I had asked to leave a shift an hour early because I kept getting warning signs I  was going to have a seizure. The second time they were very unresponsive to your texts and questions while working from home, but you would get in trouble if you didn’t reply to them within 2 minutes. Even if you’re on a call. Also, I quit 2 months ago now and STILL haven’t gotten my last check. I’ve called several times and they keep saying “okay we can cancel it and send it back out but we’re gonna have to take $15 off your check.” So I’ve had somewhere around $45 taken out of my check for JUST trying to remail it to me. When I finally had had enough I asked them to keep it in the office and I would come pick it up. They told me to get there before 5pm, I got there at 2pm and no one was there. So I call again, only to have an admin in Montana tell me they left for the day and any checks that hadn’t been picked up were mailed out. 
Do yourself a favor and do not work here. Management is awful and if you quit they will take forever to get you your last check. There’s a plethora of other reasons to not work here, but for me personally this is a huge reason to not work there. The pay is average and doesn’t make dealing with upper management worth it. 

I worked for ROI for nearly a year and in the beginning it seemed like the perfect WFH job but as time went on I found I was wrong. The management have no idea what they are doing. They purposely will ignore you when you ask questions to get help and then will berate you and write you up for making a mistake. They promote from within but only people they favorite and it does not matter that the people have no idea how to do the job or not. Most of them don't and the ones who work hard and do the most get looked over. Complaints go unnoticed, and not because they weren't reported, they just don't care. Equipment they send is sometimes faulty and when you ask for a replacement it can take weeks and you may never receive it. They are unprofessional and shove you onto new campaigns without a care that your schedules won't be honored and they won't transfer your achievements from the previous campaign to the new one. If they promise you a raise, you will not receive one. Overall, run far far away from this company.

Top Job Titles	Average Salary
Call center representative 2 salaries reported	$12.50 per hour
Customer service representative 2 salaries reported	$9.50 per hour
It support 15 salaries reported	$13.80 per hour
Call center team lead 10 salaries reported	$15.00 per hour
Account manager 3 salaries reported	$66,667 per year

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