software engineer

Rosetta Stone

Disclaimer: this review only covers the customer care position.  I cannot speak on behalf of other positions in the company.

A typical day involves clocking in and logging in to the phones, 3 or 4 different systems (sales database, knowledge base, crm software, etc)  Once ready, you start taking calls and don't stop.  While taking calls, you are expected to answer customer emails and assist with customers who choose to chat.  If you are a dedicated chat agent, you have to juggle three chats at once.  This usually makes for an interesting day.  However, it gets old real quick.  The same problems usually present themselves at least 5 times a day.  Although it can usually be a simple fix, there are rules that will prevent you from truly   assisting the customer.  

Another thing that is really messed up here is the Q/A scoring. For example, you could have the most irate customer and the most difficult situation and handle it perfectly.  However, if you make a data entry problem then that call is considered a fatal.  A fatal is the worst score (0%)  Your overall livelihood here at Rosetta Stone is your QA score.  It doesn't matter how smart or helpful you are to the customers.  The score is the only thing that matters.  I hav.  e seen really good agents get terminated because their scores were not satisfactory.  This leads me up to management.

The management here are a bunch of local people who have known each other for years and years.  They once took calls, did emails, etc but somehow were selected team leader, supervisor, manager or director.  The problem is they did this at least five years ago.  Things have drastically changed.  They are trying to use modern thought process with their old mentality. It is not working. Since management is a tight group they also bully people for basically thinking outside the box.  Management is almost in a meeting of some sorts most of the day.  Your next line of help is a team lead.  Team leads are usually overworked and burnt out

I could go on and on.  If you are a mentally tough person and can handle getting yelled at most of the day by customers go for it.  The pay is below average.  There are not many jobs in Harrisonburg.   At least it might be a good job for someone.  However, there is very little chance for advancement outside the customer care area.

If you want to know more: A good review titled "Cleverly disguised as a sweatshop" is 100% accurate as well.

Working at Rosetta Stone can be very exciting and rewarding, depending on where you are in your career and what's important to you in your life. If what's most important to you is advancing in your career, having a successful run at Rosetta Stone will definitely bode well for you because the brand recognition is amazing. Having it on your resume can only help your career. Also, if you are one of those driven, gung ho, just-happy-to-have-a-job-right-out-of-college type of people then Rosetta Stone is the perfect place for you! In fact, they are targeting people like you! They are looking for people who haven't yet gotten to a place in life where quality of life and work/life balance is important. They woo you with a beautiful building, colorful work environment, fun atmosphere (complete with foosball tables), etc. All of this masks the fact that it is extremely difficult to make management completely happy. To them, you're not working hard enough if you EVER leave work on time. If you do manage to make management happy, CONGRATULATIONS, but of course that means you have chosen to eat, sleep, breathe and bleed Rosetta Stone and you're working no less (and probably more) than 50 hours a week. You're also eating breakfast and lunch at your desk (though you can't remember what you ate because you scarfed it down so quickly), eating some semblance of dinner on your way home from work, crashing as soon as you walk in your home at the end of the day (but not before checking your work e mail one more time) and waking up the next day exhausted and doing it all over again....even if it's a Saturday or Sunday. So, again, depending on what you're looking for, Rosetta Stone could be the right place for you.

I have worked for this company for a decade.  When I was interviewed I was told one starting salary.  After I accepted the position I was told by my manager that HR had revised the starting pay and I was making three dollars less than I was promised.  Needless to say, the trust level was established at this time.  I have really enjoyed interacting with the students.  My reviews have always been excellent and I have been told many times that I have more than exceeded the standards.  However,  when a management position becomes available, I can't even get an interview.  Despite having qualifications as a manager, I was told I was not even being considered because they have gone with others that best meet their requirements.  No.  Positions are given to those that are yes men.  When asked your opinion in a survey you better give the answers they want to hear.  I've been told for nearly ten years that things will change.  I've been teaching the same content for ten years.  My friends, who work for competitors, are making a third more for the same job.  Additionally, there are no benefits.   In this position, where you are the face of the company,  you are told you are valued.  However, you are never shown it.  Talk is cheap.  Management gets the perks.  I think it's time to start job hunting.  I am getting nowhere here.  Despite being told there is room for advancement, there is very little.   

I enjoy working at Rosetta Stone in a world class customer care environment.  A typical day includes providing customers with solutions regarding returns, exchanges, price adjustments, product usage and assisting customers with light product support.  On average I will take 30-40 incoming customer calls in English and Spanish and will resolve approximately 10-20 email inquiries. Our team consists of very talented high energy team members that get along exceptionally well.  Our productivity is measured by the number of calls we take, average handle and talk time, firs time resolutions and it is extremely important for us to work as a team to handle the high volume of incoming calls and email inquiries.  I enjoy solving issues and maintaining a high level of productivity while providing solutions and options for each and every customer that calls.  The hardest part of the position is trying to assist customers that have never used a computer before.  I enjoy helping customers and look forward to future opportunities to come utilizing my sales and customer service skills.

I worked for Lexia as a PLF. The position and the expectations are reasonable. However, the company is poorly managed and there is a lack of communication between PLFs and managers. Much of this is because everyone is not meant to be a manager (poor communication, unclear expectations/intentions). The company also seems to play favorites where expectations, in terms of presentation and style, for some PLFs are greater than others. You may shadow other PLFs and see that they present in the same way that you do or worst, but then you are critiqued more harshly. Favoritism and lack of clear expectations is bad for morale and can make the work inconsistent. 

The running theme (code for excuse) is that the company is facing growing pains. Of course, there are challenges as a company grows but through better planning and communication much of the foolishness could be avoided. I would NOT recommend working for this company in the immediate future.

Rosetta Stone is a fun product, with a better than average sales pitch and very good moral and educational support for their employees. For retail commission sales the pay was higher than average in my area, but the sales goals can be very hard to make. The product, while fun and actually effective, is expensive and quite niche. As with all sales jobs, networking and marketing never really end, but off the clock work isn't required of their sales reps. The best part of the job is getting to use the software, and the employee discount is quite good but doesn't kick in until you have been there for 6 months. The worst part of the job is trying to use their ridiculous, redundant spreadsheets to record your sales and interactions. 

Also, they discourage hawking, which is a great thing to see in retail sales and kiosks.

Rosetta Stone is by far the best company I have worked for, still is a bit stressful during the holidays due to discount and the program being gifted. However everyone work as a group to keep the call volume as low as possible including leads and supervisors. 

Management leads by example; they will take call if the call volume is too high to help relived some of the stress on the employees.Side note: if you happened to have car problems they will ether picked you up or call you a cab and pay for it.

The first Monday of the month is Pizza Monday, the company buys plenty of pizza for everyone to eat during lunch for both Morning and Evening shift. Also the company sometimes close early to play Bowling once a year and softball around late spring and early summer.

As a store manager, I would be responsible for the opening and closing of the store. During this time I learned how to maintain an ordered establishment, train employees on job tasks, and get good face to face sales experience. The management was located in different states all over the country. That being said, it was difficult to get a hold of anyone for questions. My employees were awesome, often traveling from far, in between school, to help us achieve our monthly sales goals. The hardest part was having the customer make a purchase on their first visit, but we often had return buyers. The most enjoyable part was working in a team environment to accomplish the mission. To sell product.

Rosetta Stone makes a conscious effort to truly value diversity. As a company that interfaces with language learners worldwide, they've built a warm team-based culture that should be a model for corporate America (and beyond). My supervisor is caring, understanding, and patient. She called me when our family became ill. One of the lead coaches gives gentle pep talks and is exceptionally supportive. And lastly, the learners are quite interesting and fun! I wasn't a morning person before, but I can honestly say I look forward to my classes at 5 am each morning. 

The people I worked with were fantastic. My management team was amazing as well. It's a place you don't dread going to when you wake up.

I had to reconcile accounts, document and record payments that came in. I had to make sure that our Customer Care entered refunds correctly and apply the refund invoice to the payment invoice. I had to challenge charge backs and send documentation to our banks to fight it. When customers would update their credit card, I would have to pull a report and go through each account and change the card attached manually.

I accepted phone calls from other departments when a customer had a billing inquiry about their account.

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