entry level auto technician

entry level technician

technician

lube technician

center manager

Valvoline

I worked there for three years starting as a tech with no prior experience and I worked my way up to Assistant Manager before my first year of employment.

I liked the fact that I was able to do this and I was proud of my accomplishment. But, in the three years I worked there we only had two promotions and mine was one of them. I'm not sure if it's bad management or no one wanted to be promoted, even though you are expected to become promoted to senior tech, meaning you are able to open and close the store, and it shouldn't be an option. I mention this because if you are senior tech or above, and there isn't a lot of senior staffing, guess who is going to open and close the store all the time, you will!

The other reason I mention this is because you cant expect management to work on your training. If you want to move up you will have to pester them and make them make time for your training and questions. In the end though, they might just hire someone on as an Assistant Manager like they did before I left.

Work-life balance is a joke. The area manager who I worked under wouldn't hire anybody unless they had open availability. Her only exception was people who required weekdays off (mon-thur) or just Sunday. So, open availability means don't expect to have set days off or even two days off together because you might get split days off. Your scheduled hours will vary greatly from week to week depending on the expected car count (min of 32 hours for full-time employees and typically a max of 38 but there is mandatory overtime occasionally when there is low staffing). You will likely not have a set schedule in any meaningful way. These hours are subject to change anytime with no notice. If you don't have the app to check your schedule online you're expected to call/come in and check the schedule (some managers have even wanted people to come in daily to do so).

The only plus side to this terrible scheduling is if you need to be off by a certain time one day, or off one day on a given week, if you give enough notice you can typically get that time you need. But that's entirely up to the manager. And it is a moot point in the end because if you just had a set schedule in the first place you could plan around it, but I digress.

They do not schedule breaks and I think they get away with it by claiming that when there isn't cars you aren't working, but when there isn't cars you may be expected to start classroom training or cleaning (oh how many hours I spent scrubbing floors!) depending on the manager. We did get hour lunches while I was there and that was nice for me since I was close to home.

They do not give raises based on performance or anything like that just standard of living pay increases (but these are pennies on the dollar and they may or may not do them once a year) and then pay raises with promotions. At least, they say they don't give raises but then they tell you not to talk about pay because some people might make more because of special skills (like speaking Spanish or ASE certifications). But that's pretty typical of most companies I've worked for.

The last thing to complain about is how much they expect from managers. In the three years I worked at my store I saw four managers come and go. The last manager was fire happy and that was a terrible environment to be working in. Not knowing which office conversation is going to be your last, but I digress again. Managers are salary and they're expected to work as much overtime as possible (unpaid of course) before they can start scheduling their staff for overtime as well. If the position weren't salaried it would be more appealing.

I've saved what little I like about this company for the last part of this review. Valvoline has surprisingly good benefits for an entry level retail company with high turnaround. I applied for and was given $5000 for adoption assistance within my first three months of working here. Their health insurance has an hsa option if you contribute to it they will contribute to it as well and you can even borrow against their future contributions (until your account balance reaches a certain amount). They have a 401k and they will start matching up to 5% after your first year of employment (if you can make it that long). They have tuition assistance which is pretty easy to apply for and you can do so after 90 days, however, they do expect you to work for a year after receiving it otherwise they will expect you to pay it back so that may or may not help. They do have maternal and paternal leave. To keep your job you need to be employed for at least a year though and then you will get a month paid off. And lastly, you can borrow up to 40 hours in PTO which is nice in case you're missing a couple hours for a full vacation or you're just starting out and you get sick.

I liked most of the people I got to work with. If you're a car guy/girl you'll like the job itself, but probably not all the other stuff that comes with it. And if you're not into cars, or don't know much and want to learn it's not a bad place to start. Most of the people I worked with, myself included, were not motorheads just people with customer service backgrounds. 

All in all, I wouldn't recommend working for this company.

It was a very fun job at times. I really enjoyed my customers, and I really enjoyed most of my teams. You'll always get a few bad apples, but at this job it literally will ruin the whole bunch. Especially if your store manager has a temper. I worked with 7 different managers over my 7 year tenure there. All different in how they operated things. Some where very nice people who knew what they where doing. Some where nice and had 0 idea what to do, but some had severe attitude issues. 

Scheduling is a major issue at VIOC. If you are a store manager (SCM) you will be expected to work 50+ hours a week, on the low side. If you're understaffed it can be well passed 50+ hours. I mean that's great for your paycheck, but not your health or sanity. SCMs, even on their days off will be called and hounded by techs as issues occur throughout the day, and there is always an issue. I don't believe I went one day without an issue and that could range from cars breaking down to oil spills you name it. As a tech, I can't even tell you how many times I would have a certain day off, only to find out the night before that said date, that I would be working. You used to be able to check your schedule on your phone, as it updated through the VIOC Point of sales system. It doesn't tell you if your schedule changes, no one will call or even email you. You where expected to check and if you failed to come in or call in you'd get written up and, many times, they'd use it as a grounds to fire employees they didn't see fit any longer. 

Someone actually hacked that Point of sales system just a few months prior, and before I was let go, you couldn't even check your schedule. They said it was for security reasons. My schedule changed rapidly, so much so I would often end up late or be known as a "no call no show". Only to get called a half an hour into my supposed shift to be asked "where are you". I hope someone sues this company for this mistreatment one day. I wouldn't be at all surprised if down the road I'm apart of a class action lawsuit for their unfair practices. 

My work to life ratio was horrible. I missed out on birthdays, friends parties and graduations, and even a family members death. I had to work while my entire family said goodbye to our loved one.

Weekends are a thing of the past at VIOC. I was lucky at times we had good staff once in awhile, and every now and again I'd get a Saturday or Sunday off. You have to ask well in advance, and many times they would still schedule me. 

Staffing is a nightmare. It's very turn and burn, both from the upper management to even an employees standpoint. Very difficult to want to stay given the circumstances. Upper management constantly touts that they will let you go at the drop of the hat to scare you into things like working very long shifts, having no days off for weeks at a time, etc.  


Lots of favoritism goes on behind closed doors here. If you are not liked by anyone in upper management, they'll figure a way to burn you out and down. This is why 7 managers have been in rotation in my 7 years of working here. Either they just can't handle the stress and very long days, or they just won't get promoted up any further and they find much better avenues in their career. 

After seeing the stress that assistant managers and managers undergo, when I was given the opportunity I declined to move up. I was being paid somewhat close to them for far less headaches, especially at being 7 years in, I eventually "capped out" my raises. Unless it was a company wide raise then of course I'd get a bump up. 

Eventually I became a burden to them because I didn't want to move up. I was comfortable where I was, enjoying my days with my customers and fellow coworkers. So when I messed up even a little, I got the boot. Sure glad I did though. I needed this time to reflect on myself and what I want to do in my life a d career. They gave me the push I needed and I thank them for that. 

To be honest it's not the best place, but they pay OK and you can get your foot in the door elsewhere with the experience.
 

A typical day at work would involve me showing up 10 to 15 minutes early with customers already lined up outside the bay doors waiting for us to open.  After greeting them, I head inside to count the drawer and to do the beginning of the day procedures quickly (seeing as most if not all of my employees will show up late and I will most likely be required to work on these customers' vehicles myself until someone shows up).  I spend the day CSRing most of the time (exposed to whatever elements are outside because we have to keep the doors open at all times in all weather) as my technicians look over the vehicles and inform me of any services that are required or recommended.  I then inform the customer(s) and sell services at prices both reasonable to the customer as well as to my employers.  (And a no is just as well received as a yes). There is not a time throughout the day that I stand still (usually eating my lunch on the go) as I am busy with a mixture of assisting my techs, making inventory orders as needed, maintaining customer relations (especially during any rushes) solving employee disputes, repairing shop equipment, answering questions, training newbies, satisfying any claims, promoting any discounted specials to increase car count in slow times or to meet goals and preparing all the paperwork for my District Manager.  

I have learned that to be an effective Store Manager, I am not really ever "off."  Even on my days off, I am "on call" because I have to put my 200% in every day even if I am not there and sometimes I even have to take some of my work home or work on days I am not scheduled. My work ethic, integrity, respect for my employers, honesty and dedication need to show through even when I'm not there because I represent my company even outside of work.  I also need to respect my employees as much if not more than my guests:  listening sincerely to every issue, problem or concern without interrupting and being quick to address every situation to the best of my ability to show them I am interested in them. If I give out for them, they will give their 200% for me too. And I never "pressure sell" any of my customers.  I just treat everyone the way I would want to be treated and the people will come again and again just to see me.  People buy personalities, not products.  And an irate customer deserves the same respect as an agreeable one.  I don't take any claim personally.  The customer is addressing the company, not my personality.  I stay cool and change the situation around as much as possible. I want that customer to leave smiling, happy and willing to return.

When I train my employees, I never treat them like "dummies."  Nobody on this planet is born with the knowledge that my specific business requires and new hires simply need to be taught the ropes.  If that means I need to repeat myself 1 time or 10, I will do what it takes to make sure that employee gets the idea and will follow proper directions and procedures.  Everyone learns at their own pace.

I would say the hardest part of the job (besides the 11-hour days) is having to cancel your plans for your days off to cover shifts when people call in sick or just don't show up. The other hardest part is when I have to do other people's jobs as well as my own when employees refuse to learn or when I am the only one that knows how to solve the problem(s).  And usually the problems that need to be solved come at you all at the same time when you are trying to take care of other things.

The most enjoyable part of my job is the satisfaction I get for helping people with their second most important investments and keep their family in a safely well-maintained vehicle and getting the smiles, handshakes, respect, and good will you want to attract to your company.  The other most enjoyable part of my job is travelling around to some of the other shops to help out, train or just stand in for one of my fellow Managers or employees.

As soon as I began my orientation, I immediately noticed problems. They have a very high employee turnover rate. The Manager at Alexandria wanted me to work the next day WITHOUT having proper footwear nor my Valvoline uniform. I went out and purchased my own pair of non-slip boots to wear and a Valvoline colored Dickies pants/shirt to wear until my company issued gear came in. It took 4 weeks for my gear to arrive btw. As soon as I began my training modules, I noticed that the information given to me was either outdated, or did not pertain to the particular services provided at that location. Even the Supervisors would admit that training is not up to current company protocol, allowing for numerous mistakes out in the bays. I was hired as a part-time employee, no more than 30 hours per week. EVERYDAY, EVERYSHIFT I was asked to stay longer. The full time employee consisted of 40 hours but these teenagers were always asked to work up to 50+ hours a week because they couldn't keep employees there. A part-time employee is supposed to be 21-30 hours per week but they will push you to 40 hours. There is a particular way one is supposed to begin and finish an oil job. They train you that way on the computer, they train you that way in the field, and they make you take a hands-on exam on a customers vehicle to ensure that you have it down. Then....you'll never use it again!! Everyone did things their own way making it very confusing where someone left off in the oil change routine and you have to pick back up on it. It is a VERY FAST industry. Did I mention that it was VERY FAST??? Training on modules that were outdated, training in the field with vehicles coming in and going so fast made it I,possible to retain information, going through trainingwithout the proper amount of employees on shift basically made you a gofer and you just run around the bay executing others instructions, the trainingwith the employees who actually show up to work is frustrating because they treat you like you are a dumb-a** because they have been in the automotive industry for years and you are a neophyte, this makes you pretty much responsible for learning things by yourself. This is also very detrimental to a customers vehicle because a trainee can literally be attempting to service a vehicle without the slightest inclination of what to do. What eventually broke me was the lack of leadership.  Everyday everyone was complaining about the company and about management. I never seen so many disgruntled men crammed into one place. The guys on the bottom side would literally throw the oil filters up at you, splashing hot oil on your legs, while cursing because they had a difficult time removing the skid plate. That is also extra oil YOU will have to clean up. The entire experience just puts you in a negative state of mind. Not only will you finish your shift physically exhausted, but mentally and emotionally drained as well. I was there for 5 weeks. In my short stint there, we had a Manager leave, 3 employees quit and never came back in, and 1 employee just up and walk of during a shift and never come back. In FIVE WEEKS we lost a total of 5 employees and that's NOT counting me leaving!! Surprisingly I had a day off without them calling me and asking me to come in because so-and-so didn't show up, and I looked at my upcoming schedule!! Someone in management changed it and put me on a 15 day straight schedule with no break! I was number 6 and never showed back up!!!!

The hours are only slightly flexible contrary to them saying otherwise, as they are open too many hours, 7 days a week, require you work at least one or two weekend days and with that they are rarely fully staffed yet still expecting perfect results and production even with a skeleton crew. Upon reaching said results or exceeding they will rarely reward you accordingly, maybe buy you $30 in Valvoline merchandise or throw some food in the lunch fridge, and once you've met or exceeded, they will inevitably find something else to criticize 
you or the store for and raise the numbers for 
the next expectation. They are never happy, it is 
never enough. There is also a big problem in 
training, they offer some odd hundreds of hours
 of "training" but it's essentially just a bunch of computer training you can click and sign your way through as your manager pushes you to speed through and will rarely hands on train you. You are also expected to sell and keep specific sale numbers without "pressure selling" but really push sales even though that is nowhere in the job description and you receive no compensation and with that lack of training the employees are often at the mercy of any issues that may arise with vehicles or customers after completing services, receiving write ups or being terminated and the company and management will say that you've been properly trained and everything is your fault. They have cameras everywhere, and cite they are not for "gotcha" purposes but they will prove time and time again that they are indeed for that. This is a company that has a "Vamily motto" which anyone experienced and knowledeable in leadership roles throughout the industries knows is a giant red flag. Also, there is an unspoken "3 part triangle" of hierarchy. Store managers and above, and office personelle are royalty, on the bottom are assistant or below mgmt store level employees that are peasants, whereas all the wonderful results are off the sweat of your broken back and you are rewarded by the store manager and upper mgmt receiving bonuses and company paid getaways. The pay isn't the worst I guess, even though today, most fast food businesses are paying their starting wage, but it is also nowhere near aligned with all the company and job issues, lack of work/life balance, as well as the constant ever changing expectations, rules, procedures, and training. They constantly push "advancement" in the company as a great thing, which like their training is not what it should be at all and leads to A LOT of people being in leadership roles and operating stores that absolutely have no business being there and have no clue of what their doing. So, that being said you could probably have your own store relatively quickly if you move fast enough and drink enough kool-aid. However, that position is again not nearly the pay it should be, only a stones throw from the hourly wage of the position directly underneath, and it is salary with a minimum 45 hour week requirement and expectations 10 times that of any lower position. 

I was a fool to believe everything they said. Remember if it seems to good to be true, it probably is.

-Upper management is a MESS. Just douches in polos making 6 figures, while you do everything to keep the store alive.

-You will be just a number and treated like trash. 

-Company preaches values and family like environment, but does NOT follow through with anything.

-They company will always side with customers and those customers know this and will treat you horribly.

-Working at one of the rougher parts of town, we have had multiple death and gun threats and one assault on an employee. Upper management said, "You'll be fine."

-In my time with this company they stole my vacation time when my father died, lost all of my personal info (name, address, social security #), deducted money from my paycheck for health insurance and then told me I had no health insurance and called me a liar about the ordeal (took 6 months, 36 phonecalls, and threatening legal action for me to finally get it and an apology), and they say they have a 401k 5% match yet didn't match the 5%.

-This company has slashed its benefits for employees and taken away bonuses and any incentives (being a salesman with no incentives, commissions, or bonuses sucks when you're really good at it).

-Even if you are a fantastic salesman and great at your job and get full marks for manager reviews, you will be laughed at if you ask for a raise. 

-Most days you will be severly understaffed and extremely busy so the company saves on labor cost.

-Some weeks you work 30 hours, some you work 70 hours. You never know. Don't plan on having a life. The company expects Valvoline to be your religion.

-Communication is atrocious. You will find out about a meeting or class you were supposed to be at, the day of or as you clock in.

-They constantly change rules/safety policies and don't like consistency, yet get angry when not followed or will terminate.

-As a member of management at the store level, you have NO power. I.E. it took an employee 7 no call no shows in a row for me to be given the okay to fire him. SEVEN times he didn't show up, disappointed his team,  and left us understaffed. THEN we were "given permission" to fire him.

-There is a constant rotation of employees and managers in and out as this company treats its employees like trash and can't fool anyone into staying long.

-You receive the worst, if any, training and then are also expected to go above and beyond doing repairs and jobs that Valvoline doesn't even sell. No training on what to do if you break anything, no training on much really. 

-Company also says you are trained under a 160 hour ASE program. This is not true. You will receive no ASE credits and wont receive any kind of quality training because the stores are so understaffed and busy that your training will be rushed to utilize you on the incoming cars. 

-Corporate also recently added a ridiculous amount of cameras to every store. Every breathe, step, and word you speak will be monitored. Underneath the cars they have HQ cameras at crotch/butt level. Very very creepy and uncomfortable.

when i first started this job it was great got to meet different people with same interest and this job is a good first start but after getting tested for certified tech to senior tech, there are amazing people who have given me time and support for you to pass and get a raise, but when i’ve been working here for more than 3 years already i went up to senior tech really fast but always had false promises that i would be an assistant manager, 3 times to be clear and it wasn’t because i would fail the test ( panel questions) to become an assistant they just never sent me for no good reasons and i would have to relearn everything all over again. this sucked so bad to always be promised that i would be an assistant and just fail to make that promise happen, but they always treated me as an assistant, always putting me alone with new people, or just always expecting me to do what an assistant does and not even pay me for it. i was very stress working here constantly feeling like management is going after me to get me fired, to make team members find ways to get me in trouble to write me up. would have nightmares of something going wrong in this workplace, management always talking very bad about certain employees in break room and never confronting the issue, it’s basically high school just kids talking smack about each other, there needs to be times where management should have one on ones to correct behavior but they rather talk bad about us employees and making us feel like we don’t belong in the workplace, many people have quit and left for the same things, very poor teamwork, management always staying in breakroom or office only to come out when we have a big line and just freaks out on us and makes us uncomfortable and very anxious, so many workers feel this way ask a few and most likely they are stress out, almost every day the employees are always complaining on how they don’t want to be at work, so think of that. and last thing you better sell everything to customers because unfortunately if you don’t you’ll be fired a lot of teens and people who are interested in mechanics only look to work on cars but no you have to sell things in a good way but if you lack on money these managers aren’t going to bring you to the side to correct behaviors they’ll just spread rumors on how you suck at your job and you’ll hear and be very upset. So i recommend this job if you are looking for experience and not for a long time. Yes they do buy you water and snacks when times get hot or when your store makes money but it’s very rare most cases managers just might give you pizza or in n out but i prefer to be able to communicate and grow in this company but no just a pizza or a drink for all your hard work 👏🏼. 

Valvoline is not a bad company. Its foundation is solid and it has amazing values and culture as a company and some super amazing people running the company. However this area has failed to align itself with Valvoline's mission and values.

I worked for VIOC for about a year and a half.  When I was hired, I was given the option of being hired as an entry level tech or an assistant manager  because of my background.  I discussed it with my interviewer (the area manager Spencer Mason) and together we decided it would be best for the cohesiveness of the team for me to come in as an entry level tech. I accepted this position with applicable pay and worked my way up to assistant manger in 4 months with much praise.  

On month 6, I was sent to Kentucky for management training and was told I was the next in line for a store in San Antonio.  In my hiring interview I was promised $17/hr. once I completed this training.  I was given $16.25 and when I respectfully inquired about it, Spencer told me he never said it. This was my first indication that something was wrong.  

Very shortly after my return, a manager was fired and someone else was promoted to manager.  Again I respectfully inquired about the lack of promotion. I was told I was not promoted because one of the area managers was offended when he heard me mentioned that I had an MBA to some of the administrators at Valvoline headquarters when introducing myself.  According to the area manager this made me come across as "cocky" and that is the reason I was not being promoted.

They then transferred me to a struggling store with a manager that was on the verge of being fired.  I went in and did a phenomenal job of managing the store's day to day, the staff, and the culture. Within three months, I had the store heading in a positive direction; within 6, I had the store meeting almost all of its goals in spite of the actual manager.  At this point another assistant manager was promoted.  At the same time my manager, had begun complaining that his staff listened to me more than him and that I was disrupting his store.  I saw the tensions becoming high and agreed to a transfer to a different store.  Within 3 months, the stats were plummeting again and the manager was fired for a plethora of reasons.  Some one else was promoted to the position.

Over the next, few months I was passed up for promotion 3 more times.  They had a "talent assessment" for a promotion and I received nothing but positive feedback and then was not selected.   I would ask what I needed to do to improve, I would be told things like "we are making the best decision for the company" or "we are going to have another talent assessment".

This is just a portion of my personal experience and it is not all inclusive. I had more issues with manipulative and lying mangers, favoritism, double standards and cliques than I really care to list.  

I finally left the company over the COVID-19 pandemic and family.

I gave almost half a decade to this company, and after constant stresses from my store manager at the time always being out and having to work overtime to cover, my thanks was a no notice transfer to a store further away.  

A typical day with this job is basically 8 hours of constant services with only a lunch break in between. That being said if you like being active for a whole shift it's not too bad, although again there's only 1 break throughout your day so on days you service 80+ cars in 105 degree weather you will definitely feel the effects. Also keep in mind within about 3 months they'll have you be talking to 10-20 customers a day trying to sell them additional services, which is the only way the company makes money. 

The only positive thing I can say about this company is it is a great place to get your foot in the door of the automotive world especially if you have no prior knowledge of cars. The training is very dumbed down and organized so you can learn the very basics of cars, just keep in mind they have specific lists of what position they're training you on and you have to memorize each one in that specific order word for word. The last list after a few months will be basically a long script with specific lines you have to learn in order to sell additional services to customers. 

If you do join for that benefit, they have a visual path on each position you work towards. Within 3-6 months you'll become what they call a "senior tech". After you reach that I'd recommend stopping before any management position, unless that's the specific goal you are in it for. Once you hit assistant manager that's when you really start realizing how little the higher ups actually care for you or your coworkers. You realize you're all just pieces for them to hit their numbers, and they'll move you like a piece to completely new environments in hopes for a change in those numbers. 

And if your store's numbers aren't good for a few months, even for reasons like being completely understaffed and undermanaged, upper management will start using any sort of excuse to intimidate in hope for change. Not only was my store manager's job threatened by his boss for things that I saw first hand were way worse in other stores, but I was threatened with comments of being "pushed out" multiple times because I realized after taking the assistant position that I didn't want to take my own store. 

In the end they were successful, they did push me out. The stress wasn't worth it anymore, and being told I was being transferred after everything I went through to help my store that week with no manager or even much staff; I was done. So my biggest piece of advice if you do get hired, use them before they use you. Absorb all the knowledge you can and take that somewhere that actually will appreciate it. Lastly, keep in mind the transfer problem they do isn't specially managers. They transfer all levels of people around without discussion, because in the end they consider you a piece. 

TYPICAL DAY AT WORK: Show up at some time that was randomly assigned to you two only days ago. There's already a line of cars waiting and everyone running around like madmen. The boss tells you to hurry up and get to work even though he knows it will take you 10 minutes to get changed into your uniform, find a supply of clean rags and gloves (because nobody has had time to stop and get things organized), turn your belt sideways because Valvoline says so, and pray a quick prayer that at least some tools are where they should be.
If topside, you'll be told to jump from car to car to car in the middle of tasks because all that matters is the numbers and the CSR wants to make sure his service time is the lowest possible. Then when you forgot where you were on one of them and ask, someone will lecture you about how you should only break at certain points according to SuperPro. Then you'll try to do it that way (again, for the 20th time) until you get yelled at for doing it that way because the CSR is worried about losing his job because of his numbers.
7 hours of that will zoom by and you'll be hungry. You haven't even been able to get a drink of water all day, no breaks at all. Eventually the manager on duty will realize people are supposed to leave soon and nobody has had lunch and it's a violation. Now there will be a mad rush to get everyone their lunch break, and you'll work shorthanded for the remainder of the day. But, at least you'll get 30 minutes to eat a bag of chips and reflect on how great it is to be able to do this for minimum wage.

WHAT YOU LEARNED: Engineers at car companies are fiendishly evil about designing cars to be impossible to maintain at home. The placement of air and oil filters is absurd.
People who buy expensive cars are not smart enough to research maintenance costs. Got a new 7 series BMW? Better throw some $5k rims on there. But there is NO WAY you should have/could have known the oil change would be more expensive than a little Honda beater, is there?
A staggering number of people think that wiper blades with the rubber falling off and the bare metal arm exposed isn't really a problem.
You should always ask for a copy of the printout from the battery tester and verify it was done properly.

MANAGEMENT: They only care about making money. The Vision and Values they talk about is exactly that, talk.

CO-WORKERS: A bunch of over-worked, under-paid people. Laughs will be had most days. You'll probably end up making some real friends.

HARDEST PART OF THE JOB: Being forced to go over all of the recommendations (code for trying to sell stuff) with people who obviously want none of it. It's awkward and makes you feel like one of those annoying support people on the phone who are forced to follow a script no matter what.

MOST ENJOYABLE PART OF THE JOB: Being able to help a customer out and hearing an honest thank you. That, and quitting time :)

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