receptionist

bilingual receptionist

accounting manager

coach

account executive

Ruby Receptionists

VERY HIGH TURNOVER. Lack of career growth/advancement. No job security. This is a virtual answering service call center that they label as a receptionist position, that are micromanaged like no other, turned into a live robot with all the scripting and rules they have to follow and in an extremely short unrealistic matter of time. Worst job to have at the company and the most controlled as they are the money makers. You WILL take over 200 calls a day on an 8 hour shift that are for 1,000+ diverse companies and are BACK to BACK, NON STOP. You will NOT have any breathing room, not even to drink water and you better be amazing at mutitasking and a very fast typer... Calls are also recorded and 8 of those calls you took for the month are randomly pulled and graded like you're in school again and if it's not 100% accurate based on the score card checklist, you get a mark and 6 marks equals termination and each mark you also get a talking to from your Coach (Manager). Not to mention that once every 2 weeks your Coach will also observe you take your calls for 30 minutes on a "Sit With", and grades you on them... You also have to deal with monthly Metrics/Stats on top of being graded that are nearly impossible to achieve... Your availability must be at 90% or above. Your AHT/ATT (Average Handling Time/Talk Time) must be 120 seconds or less, and your ACW (After Call Work) is 25 seconds or less... Starting with Availability, that means being glued to your chair and screen unless you have a break or a lunch. If you're not actively on a call or following your schedule accordingly, your availability goes down, that means ANYTHING from using the bathroom, needing water, responding to an email or Teams message from your Coach (Manager), sending over a request for a change of a directory to Customer Happiness, going over the time for scheduled meetings (even if it's not your fault), clocking out LATE or EARLY, not taking breaks/lunches on time (even a minute late or early)... If you are NOT on a CALL or adhering to your schedule, the stat goes down and boy with all that added into the mix, it sure does add up... let's just say they don't care about anything else or take into consideration anything else if you're not making them money... Average Handling Time/Average Talking Time- They expect every call to last less than 2 minutes each, and keep in mind you cannot have the caller on hold for any longer than a minute. It's simply not possible at all as you need to multitask as it is, juggling between a call, listening to the caller, typing notes, routing the call by directory or name, scripting and gathering the requested information the customer wants before trying their line, sometimes multiple lines (that's where the hold comes in place and you better start typing out a message while you're at it), and either connecting the caller to the customer or now taking a little longer and having to send a message over to the customer because they didn't pick up. But not only that, you ALSO schedule appointments, consultations, and even call backs! You ALSO have to fill out intake forms, web forms, contact forms on the customer's website, where now you go to an outside source and fill more stuff out that takes up more time... and lastly, After Call Work, simply like I said before that you better be typing a message out while actively talking to the caller because right when the caller hangs up it starts your after time clock and if you're over 25 seconds and haven't wrapped up your notes, tagged it and sent the message and not on another call, it ruins your stats and 6 total marks in any stat/metrics/graded call, you get terminated, so again you have all these little talley marks In each thing until one of them hits 6 and you're out. The list piles on... just save yourself the time and mental energy you have to put up with because the company does not care for you or your mental health that they POST EVERYWHERE and then tell Receptionists to watch videos and read articles that are 10 minutes long, TELL ME WHEN HOW CAN YOU WHEN YOU'RE  ALWAYS ON A CALL!!! They refuse to schedule you off the phones for ANYTHING and make you do other things on top of taking non stop calls!

The company is still growing which leads to constant changes, new higher ups and rules. Extreme high turnover, in that itself should tell you something... their system is always bugging out, a lot of tech issues, sometimes pops don't show up but your phone is ringing, sometimes you can't pick up a call, or your call gets stuck where you can't transfer the caller to the customer and it's so awkward and not professional. The new metrics and KPI's receptionists now have to follow, sucks! They now record your side of the call and grades you on "8 random calls" a month, while also having "Sit Withs" once every 2 weeks, where your "Coach/Manager" literally hears and watches you and your screen take 5 calls and grades you on them. They do not give you any breathing room, you're taking about 160-200 calls a day on a full time scheduled shift that are back to back non stop your entire shift and they expect you to only have each call last a total of 2 minutes or else it messes with stats which is nearly impossible when you have some calls you have to schedule appointments for, fill out webforms, intake forms, or take down detailed information that's requested, or having to try more than 1 or 2 customer's lines (which by the way, you can only dial lines for 20 seconds each, and can only have the caller on hold for no more than a minute), not to mention everything has to be verified and spelt correctly and some directories and instructions are longer than others. And again, you occasionally deal with tech issues on top of it all. You have to be amazing at multitasking. You're talking to the caller, typing down notes, reading/clicking/following the companies directory on who/how to route the call, making sure you gather the appropriate information before trying to connect a caller to the customer and typing out a full blown message in the 20 seconds you have the caller on hold while dialing the customers line in case you don't reach them, all while trying to get it all done in 2 minutes or less. You don't have a lot of time after the call ends as they give you about 30 seconds after the call ends to wrap up notes and code it or else it'll affect your stats, which is easier to mess up and harder to fix. They are so strict now, you have to be near or at perfect for each call or your stats suffer tremendously which NOW leads to termination. It used to be decent and tolerable, but now they made it too strict and now are micromanaging every little thing. It's hard to move up in the company as well. Everything is virtual, communication is done all on Microsoft Teams. They provide all work equipment, they give you like $10 extra bucks on your paycheck to help with your internet bill. The pay is nice if you can constantly make it to that point for your raises, they try to be flexible with a variety of work times to work with your schedule, you have one mental "swellness" day a quarter that's a free PTO day, they try to host events to make it a fun work place but hardly anyone participates, i mean how can you when you're always on a call... Overall this is an incredibly high stressful, micromanaging job and your brain will be fried at the end of the day. 

Ruby has gone down since Map Communications took over. For someone that has been there two years or less, you have to work 7 weeks straight with no absences to get 1 complete day off.

For states that don’t have a sick leave well you will accumulate points much quicker than the states that do. The attendance policy is next to impossible for states that don't have sick leave.  If you live in a state that doesn’t have sick days and call in you will accumulate points and be docked your PTO. If you have any. You will also accumulate points for internet issues & weather related issues even if you have documentation.

They want you to be aware of your metrics and attendance but have no system in place for us to monitor that. They done away with the system that we had, now we rely on our Coach to only give us our ACW every week, which isn’t consistent. 

This is a company doesn’t care who you are, or helping you to succeed. There are no team meetings and 1 on 1’s are sporadic. Calls are scored by QA but we don’t get to see those results, our Coach will review them when they get to it.

When there are tech issues forget anyone helping you but they are right there to make sure your on calls as soon as possible. They expect you to meet a 95% monthly adherence but don’t make a note on your schedule for tech issues they just ask that you work harder to make up for the difference, same with 15% monthly ACW. 

There are no incentives to do better they just want you to meet goal. They don’t care if your adherence is 100% or 95% you’re meeting goal either way. They don’t care if your ACW is 10% or 15% there both meeting goal. No recognition for doing better, no incentive so why try harder?

Calls are back-to-back and can wear you very thin by mid day but no one cares. You’re expected to be positive & remain cheerful on calls but it’s definitely hard when you need support & there’s no one there that cares. They aren’t even hiring to give us breathing room in between calls.

The Coaches have weekly meetings & training for the new programs, the Receptionist don’t get that. We are expected to read in chat the little tidbits they choose to share with us. 

Job growth, there is none. No one discusses any positions, requirements or responsibilities that are at Ruby and when you ask they pretend like they didn’t hear you & quickly change the topic. Positions are given quietly & quickly to the ones chosen by management. 

Job security is a thing of the past, they don’t think twice about firing you & if you are on their radar they look for anything & everything they can to fire you. You definitely walk on eggshells every day. This past year they have fired more people than they have hired.

I spent a couple of years with this company and even had the chance to go through a huge acquisition which was terrifying for a lot of people.  This company was amazing for awhile. It felt like a breath of fresh air, the entry level pay is incredible, co-workers are cheerful, you get alcohol during celebrations and tons of food! Benefits are really good and in general, it was a great place to be. That will always be there but it will not mask the favoritism, lies, and more coming from the leaders. It is really hurting your company to have members of leaders who are so quick to tell you teary-eyed that you will always have a choice and always have options and then flip a switch on you when that becomes a reality. Instead, of talking to you like a human you are treated like you are nothing but a number to them and dismissed without a doubt, especially when you were pretty good at your job and never had much trouble come your way. Training for leaders is the bare min. you get a chance to do a few learnings here and there but nothing is extensive or hands on. It is all over a computer and then entails ONE 30 minute meeting over it without any question to bring it up again. Lower level managers are subject to tons of verbal abuse and hate from both ends. Your employees can be absolutely vicious to you without any kind of support to back you up. Normally, you may get some "advice" but that is about it. Even if they are spreading nasty rumors to ruin your character, nobody is going to help you. The entry level pay is a beautiful 15 an hour! Very nice. Leaders are making decent money but it could be MUCH better for the demand. This is not just a supervisor position, this position entails a LOT when it comes to management and is kind of on the low end for pay.  Leaders in higher positions are pretty quick to pick favorites and wrap them around their fingers. This ends pretty quickly though if you try to make decisions for yourself. It is pretty normal to find them gossiping with one another and lying to you in order to save themselves. To conclude, this company has a lot of potential and it always has and always will. There are some GREAT things about Ruby and some REALLY ugly things as well that are magically masked by food and parties. My advice to those higher up would be to just REALLY care about your employees and to not let some of your locations terminate 6-7 people in a single week without approval.  Some things are 100% justified and some are just because someone on the food chain is upset or wants to cover their butt. They are trigger happy with firing and not accommodating their employees right now and that is bringing a sense of fear to everyone still there.

Ruby boasts about being competitive with compensation and benefits. They definitely have good benefits, but compensation does to align with the job requirements and mental toll the work takes on an individual. 
Although the receptionist's calls are short, they can be very stressful and Ruby focuses so much on profit that they don't allot time in a receptionists day for professional development like resilience training or off phone activities. Yes, the job is to take calls all day, BUT there needs to be a level of understanding that it takes a serious mental toll so if you want to retain employees you need to allow them more opportunities for growth and development during their work day. 

Coaches are severely underpaid. Ruby said they did market research for Coaches and our pay scale is appropriate, however what they did was research coaches instead of managers. We manage teams sometimes as large as 17 people and the only reason we aren't labeled as Managers is because we don't do the hiring or make the final decision for terminations. Yet they expect us to have HR conversations with our team members without any HR training, if we provide the wrong info or use a phrase they don't think we should use then we are "coached" on it. 
Annual raises for coaches aren't based of their performance, they compare coaches to each other. If one manager gets more opportunities (which are decided by managers) to be a part of different projects or additional responsibilities they will then compare all the other coaches to that coaches performance. Even if someone is meeting all job requirements as a coach, they will get the min raise because they didn't "go above and beyond", yet that bar isn't ever clear. You just have to wait until review time to see what the other coaches did and how you compared to them for the previous year. They also don't say during the review what was considered "above and beyond" for the previous year so you're just shooting in the dark.   

The departments don't communicate which is very odd, I have never seen this in a company before. They all have their separate functions that do impact other departments, but they don't collaborate when making updates/changes. Ruby also tends to jump the gun with changes, they will roll it out to see how it goes and often documentation isn't even completed nor is a roll out plan. It's very strange that they don't properly plan out changes. 

Ruby seemed like the perfect job on paper and they are good and luring you in with the pay, benefits, and ability to work from home. I have a high tolerance for customer service related stress and I knew it’d be a high call volume with a lot of frustrated callers, but the benefits seemed liked they’d make it worth it.
Ruby is hands down the most stressful job I have ever worked and I ended up having to leave without having another job lined up and without giving two weeks notice, something I have never done, because it got to the point where I couldn’t cope with even one more day.
The callers can be nasty, yes, but I also had several demeaning and cruel interactions from people at the companies we were taking calls for, which Ruby didn’t take too seriously. Ruby also preaches that having a personal touch with the callers is what sets their company apart, but once you do the job you are held to strict metrics and goals that calculate how long you’re on the phone and how long you’re taking notes for the company. They also calculate your “BRB” time which is the amount of time you step away from your desk in between scheduled breaks. The timed goal you have to meet for that seems reasonable at first, but considering that there absolutely no gaps between calls you have to use the setting for things as simple as taking a sip of water or just taking a deep breath after a hard call (of which there are many). It begins to add up really quick. 
While I understand the need for efficiency, the overall feeling was that Ruby as a company only cared that you were hitting your goals and taking the absolute maximum amount of calls you could. 
I will say that my direct superior (“Coach”) was a wonderful and caring person and was very supportive and understanding about the stresses of the job. My coworkers were also lovely. Unfortunately, despite the company’s best efforts, it is hard to avoid an intense feeling of isolation at Ruby especially while working remotely.
I give Ruby two stars instead of one because of its pay, benefits, and the kindness of my coach. Some people really do like working there, but based on the high turnover it seems that those people are the exception to the rule. Please think twice before applying here as they acknowledge but seriously tone down the stress load during the interview process. Ruby demands far and above what most customer service intensive jobs require and it takes a toll super fast. In the end, it’s just not worth it. Take care of yourselves.

Here is the thing about Ruby, it's grown a lot in a very short amount of time. No longer Ruby Receptionists, it's now Ruby, with 5 offices in 3 states and 24/7/365 coverage and chat support. I love the new CEO, Kate, but that doesn't change the fact that Ruby is still a call center. It's a good one. They try to be the best they can be and I do see and recognize that. It's still a company and the bottom line matters more that anything. Front line employees don't get to take advantage of most of the perks of working at Ruby because they are tethered to a phone and/or computer for their entire shift, with two 15 minute breaks and a 30 minute lunch. Taking close to 200 calls a day and being expected to be fast and error free in all messages is stressful. Not being able to follow through on anything the callers need and the lack of agency in being able to troubleshoot for them is beyond frustrating. If you need a job and want something to tide you over for a year or two, give Ruby a try. I'm not leaving with a bad taste in my mouth, just major burnout and relief that I was able to identify that the sources of my burnout were not going to change any time soon. Be aware that the location you're hired on for will affect the perks you get. Not all offices are identical and the only unlimited free snacks are for the employees at HQ now. And pay attention in your training. Those metrics they gloss over are actually very important and you will be asked to meet them VERY soon after you are on the floor. They will work with you to help you improve, but improvement is expected to maintain your job. As a receptionist, you are expected to answer all calls within 3 rings into your line, be available to take calls 70% of your day (tricky if they schedule you for mandatory meetings or you have other responsibilities), and to be accurate and error free in all of your caller- and customer-facing interactions. 

When I first started working for this company in summer of 2021 I was so impressed by the ability to pick my own schedule, the pay, ability to get a raise after 3 months, 6 months, a year, got the day of our anniversary with the company paid. We also got 3 well ness days that were paid, along with paid time off, unpaid time off, sick time off. We also got $100 wellness items allowance per year to get things for our home office, massages, running shoes, ect. It really felt like they care about our mental well being since the job entailed answering phone calls for thousands of companies. You have to be like a good actor/gatekeeper for these companies that don’t want to face their clients. Some are very picky on how they want you to handle their calls and/or take their messages and/or schedule their appointments. Most companies you’ll answer for are attorneys offices but there’s everything in between, from popular companies to mom and pop types of jobs. Some companies in Canada and Puerto Rico. The call stats expectations were hard to reach but there was a lot of coaching by the supervisors and support. Apparently for a while the company was owned by investors and Ruby was bought by a large call center company called Maps communications and everything changed for the worst. Most of those said benefits were removed, lots of people were laid off and lots of departments were terminated. The culture shifted and it’s just not the same. All the things that made this company attractive has been eliminated. The pay is still very good compared to other call centers but doing it for almost 3 years with all the changes, expectations and how exhausting the calls are, it doesn’t feel worth it anymore 

Pros:
Work from home. All virtual based. Pay scale raises the longer you work there. Variety of days/times/hours to choose from ranging from 20-40 hours. Provides all work equipment to get started. Benefits/insurance. Bonus pay (if you meet requirements.) Internet pay (like an extra $10 on paycheck)

Cons: 
Extreme high turnover. They are now partnered with Map Communications which isn't great (check their reviews). You don't feel appreciated or valued. Absolutely 0% job security. Doesn't follow their core values. Difficult for approved time off unless you schedule 2 months out as they struggle with keeping people long term, even with the pay scale raises. Hard to advance in the company, very rare internal job opportunities to advance. Very strict policies and rules. Strict absence policy, they dont care about your life outside of work or having to leave suddenly (even if you come right back, you still get an absence). If it's not a tech issue, absences wont ever get approved. Strict having even some time off phones. No breathing room in between calls, they are back to back your entire shift until breaks/lunches. Terrible work/life balance. You must always be on the phone at all times. Micromanaged like no other. They monitor everything. They record calls. Absolutely no room for errors or mistakes. Metrics are nearly impossible to acheive, they made it so there's no wiggle room, and you will get terminated if you dont meet their grading system on recorded calls or if you dont pass their monthly metrics/stats. Again, they are back to back non stop calls the entire shift, most are angry callers not being able to get a hold of who they need or get any call backs so they call over and over again and you are the one that has to deal with it. Mentally exhausting wanting to cry at the end of the day and not looking forward to tomorrow as your burned out. All they care about are your metrics, they message you every day as a reminder and making sure you are always on 'Ready' to answer the never ending phone calls until you leave.

The pay is amazing and they are pretty flexible with schedules. But the high turnover rate is due to lack of time off being approved (thus people going through a point system that doesn't make sense and end up being fired-- you literally have to put in requests months ahead even for a day) and everything is micro-monitered. After every call you have 25 secs to complete a message and close out, some greetings on call pops are RIDICULOUSLY long and so complicated that though you're encouraged to sound "in-house", you end up confusing yourself and the callers. Calls are back to back with less than 5 second increments on most days and it's very mentally taxing. You have daily metrics to meet: availability, brb (time in bathroom, away from desk,etc) long offer(how long it takes you to answer). They expect you to meet certain metric goals but using the bathroom, having management conduct a meeting, etc., affects those goals and then you have management breathing down your neck. The track everything to such an extreme and make you feel like a child for any error. I was lured in with the pay (which is the only reason I'm sticking it out) and the amount of calls I was generally supposed to take. They said 60-80 calls daily. It's really over 200 plus. Being on the bilingual team, you get more room to breathe some days as they focus on Spanish calls but, other days it gets so crazy. They preach about mental health but they are so strict on allowing any time off. People are generally leaving from the burnout here. I got a family to feed so I'm trying to stick it out but I might be looking for a different opportunity soon because it's just too much now.

Top Job Titles	Average Salary
Receptionist 9 salaries reported	$19.89 per hour
Bilingual receptionist 52 salaries reported	$15.91 per hour
Accounting manager 18 salaries reported	$120,000 per year
Coach 3 salaries reported	$56,667 per year
Account executive 4 salaries reported	$60,000 per year

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