customer service representative

call center supervisor

account executive

senior customer service representative

senior software engineer

Solera

Toxic.  Absolutely toxic.  Management routinely tells you to lie outright to paying customers about features that have been removed from the insurance billing software they bought.  The stock answer is always "that will be fixed next month," when everything they're complaining about has been removed permanently with no plan to put any of it back.  Are you uncomfortable with lying to people over the phone all day every day?  Then Solera is not for you.

Other than this it's a typical helpdesk job.  You talk on the phone all day with enraged, foul-mouthed people whose technical problems are usually self-inflicted by failure to read the instructions and/or failure to learn to use a computer.  Not always, because the software package for which you're doing tech support is a dumpster fire of bugs, poor documentation, and features that the dev team snipped out because someone in Accounting did a cost/benefit analysis and decided it wasn't worth maintaining--without telling the customers, of course.

And your managers and "team leads" micromanage you all day every day, to the point where they are timing you when you go to the restroom.  Yes, really.  These periods are deducted from your breaks.

And if there is ever a lull, you will be warned over and over not to use the desktop PC for non-work-related tasks, or get out your phone, by managers who sit in their cubicles and diddle around on Facebook all day.

Managers will promise you raises and advancements, and say there are objective rules, in which this will be based on call evaluation scores.  Only, no one ever gets a raise, and temps are all hustled out the door the very instant they become eligible for hire if not sooner, because that would mean paying a recruiting fee to the temp service.  Poor call evaluation scores are the normal pretext for this, and the evaluation scores are mostly on totally subjective things like tone of voice.  I got 100% call evaluation scores back to back month after month and was told I was doing a "great job"--and got cut loose anyway, with no warning.  The temp service was told I "wasn't making progress," but how can you do better than 100% scores, never being late, and never missing a day?   Permanent employees there tell me that it's every bit as bad on the inside, with bad calls from rude or irate customers cherry-picked for your evaluations when management decides they don't like the clothes you wear or the sound of your voice.  This is a very convenient tool when they want to punish or threaten you.  No promotions ever happen, and no one's had a raise in years.  There is no job security.

There are some very good people working there.  But management without exception was always clueless when not actively malicious.

And I'm not very comfortable telling the customers, "Oh, the 3D reference graphics for that model car, that don't work any more?  Oh, yeah, they're gonna fix that next month, you betcha."  "Oh, the reference data for tractor-trailers and heavy construction equipment that used to be there?  They're gonna put that back next month, I guarantee you!"  That's a level of sleaze I'm used to associating with fly-by-night telemarketing boiler rooms.  It's shameful.  Solera's customers deserve better.  So do Solera's employees.

You are free to dismiss my comments as if they were to come from the usual petty rant of a ‘disgruntled employee’ or you can read it and judge for yourself. Let it be known that I have never written anything like this before, knowing full well that there are a lot of good people working at this place but just like me gets trampled on daily!

At no time in my career have I experienced such a hostile environment at the detriment of employees (and customers) who want quality as being part of their work.

Since I have started my employment there, I consistently applied the highest standards in Customer Service and went above-and-beyond the call of duty regarding what I call ‘Wowing the Customer.’ Apparently management is not interested in providing quality, since quality is “quantifiable”, as in the quantity of calls taken vs. the quality of support (and by support I use that term jokingly because the training you get is just that). 

Within a few weeks, I would find it increasingly unreasonable to keep up with management’s demands to keep the calls within minutes. Minutes barely gets you to ‘Hello, how are you and what is the problem?’ 

After a couple of months my supervisor pulls me out of the queue for five minutes to tell me that I was late 1 minute during my fifteen minute break and two minutes late during my 30 minute lunch another day of another month. That was shocking. They couldn’t possibly be serious!! Yes they were!!

My supervisor one day came to my desk to also tell me to refrain from eating together with my colleagues; reason being we were the opposite sex? Their reasoning for this is just way too stupid to even try to put into a logical description trust me on that. I couldn’t believe it. What had I done wrong now? My coworkers and I would find it really ridiculous and petty since lunch wasn’t even paid for and that was suppose to be OUR time which is was not because the higher ups kept coming in to talk to you about the job while you were off the clock (which was one of the reasons why I was a minute late getting back to my post). After fighting it over, we grudgingly complied because at the time I needed the job so I put up with the abuse! 

Another major issue is the fact that most of the "bosses" really had no clue what they were doing! Every single time I had a weird issue emerge that was out of the realm of the quality training I received (pppfff that was major sarcasm by the way) they literally told me to just handle it (which was even recorded in the phone call with them in the background) so when I did just that - later on during the week I would get pulled out of the queue once again to tell me, "I am writing you up for mishandling this phone call!" They proceeded to let me listen to the call and low and behold, "Their voice in the background telling me to JUST HANDLE IT!" When I pointed this out I got the cold shoulder and a write up! I went to the next level to battle my case but of course it fell on deaf ears! 

I could seriously write and entire book of how bad this place is and the poor quality treatment the employees gets! If you do decide to work here let it be merely your TEMP in and out job to get you by to a more serious better paying one because spending anymore time than that at this CRAPTASTIC call center would be ludicrous!

Depending on the platform you get stuck on, your day could be obnoxiously busy, or obnoxiously slow. There is no in between. They advertise a higher wage than you actually earn. You start at $10 in Paducah. Only recently did that add a "skill based pay" system. You only get a 50 cent raise for each platform you learn. However it is unfair as some platforms are not allowed to cross-train. One of my coworkers has worked here for almost 20 years and has never been promoted and has not gotten a raise in over 13 years. Although most of the employees are rather friendly, the administration couldn't find their own rears unless you put their hand on it. Point out a problem and they will ignore it for as long as possible. Once the problem grows too large to be contained, they pawn the blame off to the first person they see. Show them how to solve the problem, they will ignore it in favor of a half-baked solution that doesn't actually solve the problem. Although your weekly schedule does not vary as far as what days you work and from what time (which does make planning ahead a bit easier) your break times are inconsistent and although they advertise for hour lunches, that is a rare occurrence. Although most of the immediate supervisors are rather friendly, their supervisors will throw you under the bus with no problems and don't care for the needs of their employees. By the time the bureaucracy has played through, any requests put in by employees would have expired or the needs would no longer be there. I once had someone in the scheduling department tell me up front that they had completely forgotten about a PTO request I put in 2 MONTHS IN ADVANCE! It wasn't until the day before I was supposed to take time off that they even acknowledged my request and multiple follow up emails (one of which, I got in trouble for by my supervisor's supervisor because I, a lowly peon, dared to try and speak with an admin. To sum it up, if you consider working hear, I sincerely hope that you have supplementary income that meets your cost of living because this job simply does not do so.

*Just to be clear this is for HyperQuest at their Schaumburg, IL office. Solera has a lot of brands.*

Pros:

You can listen to music

You might be able to be remote

Can bring personal devices

Company provided lunchroom card, replenished weekly (for small snacks/drinks)

cute lunchroom

fairly quiet office

friendly coworkers

very clean space

easy to get hired, fast hiring process (turn over: same day decision after in-person interview)

location is excellent (steps from woodfield/public transport)


Cons:
Mindless, repetitive, and boring work (hence you being able to listen to personal devices. can't imagine how anyone would make it through the day otherwise)

no room for advancement, i.e. a dead-end job

low pay with terrible and expensive benefits (this is NOT a living wage)

micromanaging team leads that are also petty and of little help to you. Higher up management is the same.


rigid work schedule, hardly any flexibility despite management claiming otherwise

 coworkers are friendly but low-energy (most of them act like zombies. that should tell you all you need to know about the job)

you will not learn any skills here 

Overall this job is good if you need something quick and while you're searching for something else.  Management is toxic for the above reasons and also unprofessional. Generally, I hate it here, but I'm in between jobs so really I'm just biding time. If you keep your head down and your headphones on, you might get by without being targeted by the leads. The job is also so mind-numbingly boring - this can quickly lead to bore-out so take care of your mental health if you're planning on coming here! 
Also the turn-over is high so they're always hiring.



This place is doing is doing its damnedest to be  the opposite of what everyone wants post Covid. Management is toxic, unprofessional and really comfortable in their roles, on top of, not really having a clue on they should treat people. The back end gets done just fine, but how they treat the workers on this team is deplorable, there is no human element to it, just blame and favoritism depending on their moods that day. They don't even realize they are the problem and why people quit in the first place. It would also help if they hired team leads that knew what they were doing and actually, you know, lead people with a touch of humanity. You can't lead people and look down your nose at them at the same time while spectacularly failing to lead by example. They don't bother with finding the root of the problem and really don't even care about this department. We are just cogs that keep the machine going and are easily replaceable so it's business as usual for them which is weird because pretty sure this department is the reason everyone is working in the first place. They also don't take time to see if anyone can be promoted and if you produce enough you will be stuck here. So, if you want a pause in your career, work here, the only good things are that it's full time with somewhat ok benefits, other than that not much else and you will be treated as other than because the work is pretty mindless once you get the hang of it, but that's no excuse to view people as children, servants, or below you because you have a title and it certainly isn't a excuse to treat them like scum. I don't even think these are even read and thought of because they aren't replying to them so that right there should tell you all you need to know. 

I worked for Lynx for 5 months. They do not know not to train, they throw you right on the floor barely knowing anything which means you would have to call Assist a lot and you are basically teaching yourself. They fire for stupid reasons. Some of the best people got fired for stupid things. They fire for any and everything. They have lack of communication. For example, I worked at the Las Colinas location, we were not told that we were relocating. We just found out on our own. There were so many fights at our other location that we basically got kicked out of the first building we were in. They don’t hire from within first, they seek external applicants. We weren’t even aware they were hiring for upper level positions, we found out by seeing people come in for interviews and finding out on indeed. Management doesn’t care for you, regardless of the amount of time you have spent at the company. There’s no overtime, they complained about that at one point in time and they havent allowed it for months now. They don’t pay you for Black Friday nor Christmas Eve. It’s ridiculous because they close the building and you have to use PTO and that’s IF You have it...Oh one last thing they lied about paying $13.50 an hour they only pay $12. You get $13.50 through incentives. That’s how they get you.. I wouldn’t recommend this job to anyone. Unless the company gets their stuff together and learns how to appreciate their employees. PLEASE BEWARE!

Worked here 7 years and have watched it go from amazing working in the office to remote and it being outsourced first to India then to Mexico.They do not care about the employees and micromanage you to death now. When people leave or quit the work load is put on the remaining employees making an already overworked people’s job even harder. Lack of communication. Leadership does not even know what the heck they are doing. My supervisors don’t even know how to do my job, so how can they help you if they can’t even do your job. If you are out sick or on vacation you come back to a backload of work to catch up on and not enough people to do the job. I can’t believe it is even the same company I started out working at. They buy to many other companies before figuring out the issues with the companies they already have and pile that on to the backs of the employees who already are overworked. And they treat the outsourced people like second class people. The way I have heard management speak to India and now the Mexico people. I would have lost my cool if I was spoken to like that. And the pay increases and bonuses are a joke nonexistent. They just want to suck as much as they can out of you and don’t care if you have been a long term employee or why you chose to leave. I will never allow myself to stay so long at a company that does not care about me again.  Lesson learned.

Being a telephone customer service rep can be stressful. Especially as many days you will have call after call with no break in between. Solera insists that you average no more than 20 seconds unavailable after a call. And that's the good part of the job. I genuinely liked many of the customers and being able to help them, and exchanged pleasantries with regular shops and agents But when you have a manager who posts how long you spent in the bathroom the day before and sends you nastygrams if you are a minute late from lunch (literally) or took  GASP! TWO MINUTES to log into your various screens after you clock in, it is time to start looking around. It is no surprise that this company has the highest turnover rate I have ever seen. Your breaks and lunch times vary every day, and can be changed last minute. You are hired at $10 per hour and that is what you will make. One manager told me she has not had a raise for 4 years, and none of the reps I talked to can remember a raise at all, though you can earn piecework for processing invoices when the calls are slow. Many of my coworkers are very nice, and if you can take the monotony of the calls and get a decent manager, there are worse places. But don't look at this as a career. It defines dead-end.

If you’re needing customer service experience, then this job is a good start at learning everything that can be terrible about it. The people of this company do not actually care about you. The pay is not fair for the amount of work you are asked to do in a day. The computer system & applications to use are very outdated & constantly have connection issues or outages when working from home and in office. The technical team doesn’t know how to resolve connectivity issues & continually puts the blame on the internet providers rather than do any level of troubleshooting. Every action employees do outside of making phone calls will hurt their adherence & no one knows truly the complete & proper processes on how to perform the tasks at hand, management included. The in-office people in management do not show common courtesy to their in-office employees, & will constantly cause loud background noises & disrupt your calls in office while also pressuring speed & accuracy to be top priority. The turnover rate is understandably high as this is probably one of the worst company environments I have ever worked in & amongst the worst attitudes from people in management that I’ve been witnessed to.

I have been with the company for over 5 years. I think it is very helpful to during the interview process that I was able to see what the job entailed before I started. I think for what we do in the Call Center is Daytona is easy scripted material and yes we get the occasional rude customers - but we are not selling anything and it is just a customer service call followed with an appointment setting attempt.  For Daytona Beach area, we are paid higher than most companies, but we also have great inexpensive benefits, 401k ( even for part timers) and we have alot of fun events and opportunities for gift cards and extra perks.  

As for raises, we dont see them too often but once a year or so, but with the chance for to work overtime and have a set schedule - you have the chance to make the most of it.   

I have also noticed that the promote from within and that most of the supervisors and managers started as an agent - so there is room for advancement and cross training if you apply yourself.

It is a job but the environment is business casual and we all get along - minimal drama for a call center.

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