call center representative

full stack developer

agent

Tivly

I have been working here since I got out of college in 2016 and through all the ups and downs in my life, this organization has been there for me. I highly recommend it to those who are inclined to phone work.  

First off, especially at the time of writing, I don't think anybody who works for a living feels like they've got enough money these days. That being said for a remote job, compensation is competitive, and has even been improved with a quarterly assessment system for annual raises. For full time work you get health, dental, vision, and a 401k with matching! Things are pretty good, and only seem to be looking up on the comp side of things.

The management at the company is first class! Before we were remote, one of the owners of the company would give folks rides to the office in in-climate weather, stayed with us during a really serious tornado outbreak, and has spent time on the phones with us. Management takes its job seriously but isn't stuck up. All parties take the culture of their work environment seriously. 

Work/Life balance is excellent, I've never been expected to be available off the clock and I've never been denied a PTO request, or felt pressured to come in whilst ill. That being said, particularly for the CSR role, it can be a lot of phone time, and the need to adhere to standards and metrics can be mentally taxing. If you've done call center work, you know what I'm talking about. That being said, despite the stresses of the day, you're never going to feel like any of that is hanging over your head when you clock out, or even clock-in the next day. Also, our CRM is actually pretty intuitive, at least from what I've heard from folks who have worked elsewhere. 

Let's be frank, call center work has a high turn over rate, mostly because people don't realize that it's not just having casual conversations with relaxed folks. But for those who have realistic expectations, who are courteous, make consistent effort to improve, and have the desire, new opportunities for advancement or different roles are there pretty much at least a couple times a year. Consequently, if you mind your numbers, clock in on time, and are nice to your colleagues you're going to have a job pretty much until the second coming.

The job culture is great! Everyone here, right up to the owners, has an understanding of how hard this job can be sometimes, and wants to make sure it's as easy and fun as can be. That being said because the job can be hard, sometimes folks can get really down, especially in the busy seasons, and that can be a drag on the mood-despite the fact that their feelings are valid. Because of that we have a whole group of folks who focus on doing fun seasonal events, like stat and attendance competitions. 

So if you're inclined for phone work, are interested in working from home, and are interested in working for a leader in the commercial insurance industry,  I really think that you've found a winner at Tivly! 

From start to finish, the training was top notch and was delivered in a way that the information is easily absorbed. Being on camera as a requirement should not be an issue for anyone who truly wants to work, plus it is a respect thing in my opinion. Training is paid, and you are not thrust out on your own without the proper tools and techniques being given to you first, and the rest will come along the way with experience. 

You could have a zero experience job in insurance, and still be provided the tools and knowledge you will need to work here. All of this is given to you during training. 

Management is amazing. Whether or not you are speaking with your direct team supervisor, or more of the members from upper management, the management teams is absolutely wonderful. The entire management structure lets you know on a daily basis that your work is appreciated and valued. 

As far as advancement goes, the opportunities are there. I was only with the company for a total of 8 and a half months before an opportunity opened up for me to advance and after applying for the position within the company, I was able to move up. Just recently another opportunity for advancement was put up and this was only 8 months after I had joined the team I am currently on. 

Like with any job in customer service, while you are on the phones, you will occasionally get a call from a customer who has had a rough time, but those calls are few and far between, and if you know how to properly work with someone who may have had a frustrating day, you can turn that customer's day into a positive one. Again, though, those types of customers only accounted for maybe a fraction of a percent of the customers I have taken calls for in the past year and a half I have been with the company. 

There are a plethora of benefits as well. Full time employees have paid holidays, access to health insurance, paid time off, sick leave, and a whole host of other benefits. Not to mention the company goes all out with fun contests, has employee appreciation days, and many, many other things. 

I have  over 20 years of customer service experience with another 8+ years of managerial experience and I can safely say that Tivly treats their employees better than any other company I have worked for in the past 25+ years. 

A very large percentage of new hires bolt between the first and the fifth day. This is a huge waste of time, for not only the employee, but the company as well.

Their labor budget dies daily with new hire mass exodus due to the number of new platforms one must simultaneously figure out along with the amount of jumbled, over-worded and often extremely lengthy blind training information and how it's applied across multiple industry insurance carriers in a finite amount of time. Most new hires fail again and again, become frustrated at their lack of success and quit before they ever reach the CRM, which is a whole 'nother story. 

It is overwhelming at best, but more importantly, it just doesn't commensurate with the pay.  

$10-$12 an hr is not a living wage, and no, you're not going to get $14. Anyone today should be able to make $16-$18 an hour, even working at home, not including commission, and don't count on that.

Last, but not least, some of the numbers and information magically change once you're hired on, and not in a good way.

I cannot figure out why anyone, especially anyone who puts in the head trauma, would stay for low pay and headaches instead just of getting a license to sell insurance through a major company themselves. Companies like Commercial Insurance will do all the work for you and hand you the leads while you administer and cash in on the policy sales. You'd make thousands of dollars more per year, including working from home running your own agency, all through a major carrier, which typically will pay for your training to become a licensed agent.

Short of that, asking if you'd like fries with that would be much a more humane job, and pay better.

I will say the people are nice, but do yourself a huge favour and find anything else until their pay is more keeping with current times, and they figure out how to present their training in a professionally organized manner with targeted concise sections that allow a person to not only succeed step by step, but put it all together at the end. 

Regardless, I stand by my recommendation that you'd still be far better served financially to become a licensed insurance agent. 


This company was an insurance agency with a call center inside. The call center reps would pre-qualify customers for their internal agents, or assist the customer with finding a company that would be able to quote for their commercial insurance needs. The company recently (at the end of 2018) sold the "sales" side of the business, and is now just a commercial insurance call center.

We assist customers who request a quote for commercial insurance. There is no cold calling. Our customers want our help.

With the recent changes, the company has made employee satisfaction one of their main priorities. We talk to people all day over the phone about insurance. Management knows this isn't the funnest job in the world, so they have tried to make this at least a fun place to spend 40 hrs a week at. 

The company supplies breakfast on Mondays, and lunch on Wednesday. There is also a large assortment of snacks. If we are short staffed, or if there's bad weather, the company will also provide lunch on those days. We have Thursday Shenanigans, where we  play minute-to-win-it type games, or do trivia or bingo for a chance to win a prize. Also, we try to do fun things outside of work on the company's dime at least once a month. We have been to Hey Day several times, and we are planning an evening at Pinot's Pallet

On top of your normal pay (starting at $10/hr) you will get a monthly bonus. We work as a team (managers and supervisors as well) to meet certain goals. If those goals are met $500 or $300 will be added to the bonus pool each DAY. Based on your individual performance, you will get a portion of that bonus. Most employees will go home with 200-300 dollars as their bonus. 

This is honestly a great place to work. Management wants you to be happy and enjoy your job. The supervisors are on the phones too, so we know what you are going through, we are here to help any time you need it.

Days at work can vary depending on the season, some days keep you busy all day, and others leave time for you to help others. It's great to see coworkers offer their help to each other whenever they have down time!

I've learned so much about the insurance business, I have a better understanding of how it works, even though we specialize in commercial lines. They offer to help employees get licensed, creating opportunities within the company for advancement.

The culture is great and constantly improving. We have breakfast on Mondays, lunch on Wednesday, and fun games on Friday! We have a monthly community outreach program and so many of the employees are close friends outside of work. The culture allows friendships to bloom and blossom.

The hardest part of the job is when we're short handed, we need to add some people to our wonderful company to take stress off of others who are taking on too much work.

The most enjoyable part of the job are the people and the culture. Everyone is always willing to help you with any question you might have. You always know someone is willing to help you if you get overwhelmed or confused. It's great to know that we can all rely on each other here.

You also get 80 Hours of PTO for being Full Time, which is awesome. Schedules are fairly flexible depending on the department, and they make it super easy to make up time if you have an appointment or reason that may cause you to miss some work. They're very understanding and take great care of their employees.

Training started off good, professional. By the second day training was very fast. By the 3rd day the trainer became militant and loud. You have to use webcam while in training, if your whole entire body is not shown on the camera you will be called out in class. If you are not centered into the middle of the camera so that the trainer can see your full view you will be asked to turned your body were your shoulders can be seen on camera. This company monitors your every move. I was scared to sneeze. The trainer was more concern that as Customer Service Rep with no Property & Casualty License, we had to stick to reading the red verbatim script. Each person in the class was called out everyday to role play on the spot, at the drop of a dime to read a script, or to take turns reading out loud in class, or to answer any question asked, if you missed one word in the script you would have to read it over and over until you read it the way it was written in front of the whole class. Basically, your role as a Customer Service Representative is to find leads and transfer them to sales Inbound and outbound. This company is not a Insurtech company or a insurance company. They bring leads and get paid by Insurance carriers like Hartford, and Liberty Mutual. 

I got this job wanting to stick it out long term and grow professionally.. Tivly is definitely not what I thought it would be. For starters after just getting hired they cut all commission and took away paid breaks which is usually paid by employers. They choose who gets commission which is apparently “level 3” people only. Their always making changes. It feels like no job security because the reason they cut commission was because they lost one of their partner’s. Who ever is running the company needs assistance because it doesn’t seem like their doing thing’s right. Every day your wasting people’s time..constantly blowing up peoples phone to try getting them to get insurance quotes with partners. The HR dept doesn’t care about its employees and it shows. Some of the partners get upset with you because you’re not calling in their insurance types or markets. This company overall became a huge disappointment. It may seem easy because it’s scripted but the hourly pay with NO commission and rude customers is not worth it AT ALL. Not a great WFH job experience. 

Metrics is the name of the game. You either meet them or you don't and if you don't you better believe you will be corrected and pushed every day to get it better even though it is completely out of your control. Only the supers can see any of the behind the scenes and they just micro manage you until you get it even though you aren't actually controlling anything. Expect to be on the phones non stop and do not idle more than a minute and a half and then you may get in trouble. Almost 200 calls daily with customers that are supposed business owners who act like anything such and you will be expected to deal and de escalate even if you are made to feel like scum by the end of the call. They care about the numbers and money only here not how you are and how anything truly effect you. So it is best to keep your feelings in your pocket at all times and do not disclose anything personal about yourself whatsoever. The QA process is quite lengthy and can put alot of pressure on reps because if you don't meet the required percentage they will take all of your commission earned away at the end of the month. 

A typical day at Commercial Insurance.net is met with the smiles and the satisfaction of knowing you are providing such an essential service to your customers.

As with any sales atmosphere there will be ups and downs, but when the ups are up they are way up, and when things are down they are met with flexibility, understanding, and adaptability.

Stability and growth are important in any job  and Commercial Insurance.net passes that with flying with a ever growing company and a clear vision of the future with new opportunities arising all the time.

A company that doesn't take care of it's employees will never last long, and my experience, here, not just what I have seen with others, they not only care for the employees they take care of the employees. From accommodating for child births to medical conditions and even personal matters, in way that seems lost on companies that seem to only see employees as a number, not at commercial insurance.net

not only would I recommend Commercial Insurance.net to others, I have recommended it and will continue, it's a great place to be, they take care of you and they pay you well

I worked for the company a few years. In the beginning like all things it was great. I still love a lot of the people I worked with, others not so much.

Typical day is to come in clock in and start answering the phone or calling a person who has made a request to be contacted.

I learned a great deal about things to avoid when starting your own business and to not try to start a company with multiple business industries under the same name if you want to get insurance.

The owner and a few of the management people are great people, unfortunately their lack of knowing or acknowledging how some other management acts or treats certain individuals is strong.

The hardest ppart of the job is taht something that was one way today could be completely different tomorrow and we were not always informed at the start of said changes.

The most enjoyable part was having a place to go where I felt I was doing a good job both by my standards and by the companies standards. To know and be told what a great employee I was.

Top Job Titles	Average Salary
Call center representative 44 salaries reported	$13.50 per hour
Full stack developer 1 salary reported	$135,000 per year
Agent 1 salary reported	$9.00 per hour

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