Direct Sales Representative | Phoenix, AZ | Dec 10, 2012
DIRECT SALES REPRESENTATIVE
What is a typical day in the life of a Sales Representative? Long sitting hours, wearing a headset and constantly answering incoming calls in a call center environment. Adaptability is key. State guidelines are changing on a daily basis and you are required to read and stay up to date with the latest developments for each of the states you are licensed in. The work is very repetitive. Your calls are being recorded and monitored by your manager, sales lead and quality department. At least once a week or more (whether you think you need it or not), you will be “coached” side by side, remotely or in a small meeting room. A couple of your calls will be randomly selected for review. You and your manager or coach will have the opportunity to listen to the call and look for areas of strength and opportunity, this process can be tedious.
My story? I had my share of enjoyable moments working at Progressive. From the moment I entered the building, I was greeted with a smile, completed my employment application and got three interviews and thereafter an offer letter. Because of waiting for the background check, credit, and hiring enough people to fill the class and all, it probably took a good month or two to actually start working. I was delighted with the whole experience (except the waiting part). The training for getting your insurance license and sales, I must say, it was unmatched! It was THE BEST training I had ever received in regards to employment. We even got fed every day du
Proscompetitive pay, benefits, gainshare, paid time off
Conslong hours sitting, sales quotas, small bonuses, promotions
I applied three times before scoring an in person interview. The interview process was a tad daunting consisting of a phone interview, assessment, and two in person interviews. I applied for a customer service position, but instead was funneled into a claims representative position in centralized auto after the assessment. I initially thought this was an amazing opportunity, but found quite quickly that I was sadly mistaken. The initial training consisted of being stuck in a room not permitted to talk for days cramming information for the licensing test. After, the claims or liability training began, it taught the very basics of claims but did not by any measure prepare me for the intense boot camp that would come later. Boot camp was awful and I excelled at it. The leads did not want to answer questions and yelled constantly often embarrassing other employees. The order training commenced during boot camp was not efficient and left many holes. I graduated boot camp with awards and led my assigned team for 11 months with little to no official acknowledgment. After a year I was completely burned out, used and abused. There were times I found grown women crying at their desk or in the restrooms because of the stress of the workload. Vacation time and sick time came with demerits and the supervisors could not personally approve any time off as it was done through an automated system that often approved employees by seniority, wait listing anyone there for less than two years. We
It took me a year to really trust that the whole company, co-workers and management, was as positive, supportive and dedicated as they claimed at the beginning; but honestly, they've demonstrated repeatedly that it's EVEN BETTER than they could explain.
The job itself can take a long time to learn and get any sense of comfort for, it can be tedious and very repetitive. If it weren't for the support and mentorship of my team and supervisor, I would have left long ago.
However, it pays extremely well, the benefits are top shelf and the culture and environment can't be beat.
If you do well in your initial role, promotion or lateral transfers (your choice) are always available and encouraged.
They're pretty picky about attendance and the only thing I think they could improve would be how much discretionary time off and sick time you earn. Being able to bank overtime as compensated time off would be hugely appreciated. They do have pretty flexible scheduling that's largely self- service, but it takes a long time to build up enough time to get a full day off, let alone a few in a row. There's a LOT less opportunity to take unpaid time now, because of COVID, it used to be much more available.
ProsGreat pay & benefits, the campuses are great, gyms, full service cafeterias, Progressive has one of the largest corporate art collections in the country, if not the world, so every campus is like an incredible museum filled with art, Management is extremely kind and supportive, Lots of opportunity and encouragement for growth and promotion.
ConsSales quotas for customer service are stressful, If you get behind on attendance, it's almost impossible to catch back up, it affects any other opportunities you might want to try, (even if you'd do exceptionally well in a different position), Some jobs are extremely tedious and mind numbing.
Progressive did well with COVID-19 and definitely cares about their employees in that regard. They’re very accepting and have strong company culture. They pay well as well with good benefits and expect a lot out of you in return. But many don’t think the claims work is worth it, turnover is very high.
Progressive has great training, they get you where you need to be to start and then there is quite a bit of hands on training. There is 4 weeks of claims ownership training where you just learn insurance and get the basics, then 10 weeks of onboarding where you get ramped up on claims slowly and only can get certain less complex claims throughout the first few weeks… if you make it entirely depends on the luck of the draw in the area and your work load. Some people in my class didn’t make it passed the first few weeks after realizing what it was really like. I had a great supervisor and mentor who were really there for me for any questions or struggles I had. But they avoid talking about the work load throughout it all and everyone just has the attitude like it’s normal because they got used to it. The claims load is unrealistic for you to handle every claim with great care that some people deserve no matter how good you are, it’s hard to get through everything you need even with good “diary management” but if you do well and stick with it for 1-2 years, you can move up to better positions within claims that may not be as demanding.
Some people are able to get over the stre
ProsPay/benefits/“normal working hours”/great way to learn insurance/good company culture
ConsWork load/overtime/not being able to actually stay caught up/pretty much a call center
The company is a good company to work for as far as the benefits, work life balance and perks however, the opportunities for advancement are few and far between. It's a good job if you're just starting in the work force and/or looking to earn a fair living. The hardest part of the job and the most trying part of the job is some of the callers can be very ignorant, belligerent and at times down right obnoxious. They know your job better than you do even though they don't work your job or in your field. They call with this sense of entitlement and they are paying customers to which I agree whole heartily and that they deserve the best services that their money is paying for. But the biggest issue with most of, NOT ALL of the callers is that they feel that it gives them the right to talk to you any kind of way and you are forced to sit there and endure it for the sake of their monthly premium payment. You never know what type of caller you're going to get that day and if they are a problem callers you don't know how many of them you will get in a given day. Though you are part of a team of reps at a centralized location you can find yourself being moved to a different manager every year in addition to a different location to go along with that new manager or new structure. It is at many times a very mentally and emotionally draining position if you are in the Call Center. If you are hired in the call center whether it be services, sales or as a blended rep, unless you know someo
ProsScheduling Flexability, Benefits, Co-Workers are great, Perks (Fitness Center, "Pig Outs" etc:) Gainshare
ConsVerbal abuse from callers, Lack Of Transperancy, Lack of Advancement Opportunities, Metrics, Pay Could Be Better.
Your typical work day is spent mostly on the phone: obtaining statements from drivers, arranging vehicle repairs, and so on. Adjusters are assigned several new claims each day in addition to their existing workload. The goal is to resolve more claims than you receive on average. Aside from working claims, be prepared to spend a lot of time in meetings, group presentations, and/or job related trainings.
Like many phone-centric jobs, your performance is primarily judged by metrics and customer surveys. Efficiency is the most important aspect of the job, while accuracy/quality of work is less of a priority. In my experience, there is a disconnect in expectations where adjusters are told to focus on satisfying metrics to produce results, but are judged negatively if results are not great regardless of the underlying metrics.
Progressive is a good company in many ways: it is very inclusive of many different people, it offers a ton of benefits, and the pay is solid. Most of the negative stuff comes from local branch management failing to be aligned with corporate or other teams within the branch. Each team leader has specific expectations for how work should be done, and those expectations do not align with the extensive corporate training new adjusters go through. This is a huge problem when teams within the branch are constantly in flux, as was my experience - I had four different supervisors/teams in the first year working there. The lack of consistency makes a challenging j
• Take and resolve customer complaints, negotiate a resolution for combative customers during an escalated interaction
• 68.7% Conversion rate for new quote to sold policy
• Developed and implemented new customer service techniques and methods for improving efficiency and accuracy
• Conduct individual training for representatives in advanced service skills to aid in resolving conflicts during escalated customer interactions
• Over 10 years of business writing experience
• Outstanding writing, editing and computer skills
• One of four individuals in the department selected for the social media team which represented the company via Twitter and Facebook by answering questions and resolving any customer complaints
• Planned, scheduled and facilitated meetings of the social media team to review the process and go over examples of interactions that had not met expectations of quality and experience
• Exceptional ability to break down difficult or complex topics in ways that enable non-industry people to easily understand and follow along
• Provide staff with verbal updates regarding any changes to the guidelines or state level changes that would impact the way that they were able to assist a customer. Then issued written summary of the changes for their reference
• Planned and facilitated regular meetings with other supervisors to go over the quality audit process that is used when reviewing a representative’s customer interactions. This was done to ensure that all audi
ProsHigh volume and fast pace, benefits are still competitive, financially sound company
ConsLack of formal training for new supervisors, "sink or swim" mentality
Customer Service Representative | Remote | Feb 22, 2022
Trust me… you don’t want to work here.
The only ones who enjoy working here were those who did not have to be on the phone 24/7. But you’ll have multiple meetings with long term employees who will tell you how great the company is, and how they’ll retire from here. Don’t believe it.
The guidelines you have to use are very hard to understand and make absolutely no sense, so your phone calls will be harder and you’ll have to have at least 5 guidelines open at one time. It’s basically the equivalent of reading multiple chapters of a novel, while trying to help a customer, all in the span of a few minutes.
Most customers will scream at you over rate increases, and you’ll have to upsell them on homeowners/renters insurance while they’re screaming at you, and you even have to upsell them while they’re canceling their policy.
This is most definitely a sales position since the number one metric you have to meet is getting the customer to agree to a quote/start another policy. You also don’t get credit for offering them a quote, only if they agree to get the quote. It’s sales without commission, but given a customer service name.
Your supervisor controls your advancement into other positions, you have to clear it with them before you can apply, and they can tell you no. So definitely not much advancement unless you’re a favorite. Lots of favoritism here also.
PTO hardly ever gets approved and if you call off it’s an occurrence, plus you have to use your PTO to cover the day. So it’s PTO on top of an occurrence, when P
I completely loved my co-workers. They are the reason I remained with the company for so long.
A productive employee is one that is healthy and happy. Typical day would consist of 50-60 incoming and outgoing calls per day. You would need to leave the office to go and complete scene investigations, meet people face to face to discuss or resolve injury, or total loss claims on their property. You would need to drive anywhere from 50-200 miles per day in a territory that expanded from Lorain County to Lake County. An automobile accident can be life altering. I enjoyed helping the people I served in resolving their claims amicably with little or no disruption to their lives.
I have mixed emotions about management. Some were very supportive but most where about their bottom line and how "they" were affected. If they didn't care for you, your job was very difficult. For example, I was cited by the city where I reside in regards to high grass and it is a criminal offense in which I had to attend court. When I called my higher up supervisor to inform him that I had to attend court on a specified date and I would be late into work. I was written up for a final written warning and was advised that I was in violation of company code because I did not reveal to them immediately that I had been accused of a criminal offense. The criminal offense was not work related, and had no affect on my job whatsoever.
The workload was quite unbearable. I was considered to be a higher level claims adjuster and would be assigned more intense claims that needed amore in-depth invest
Only if you want to work remotely under a serious Microscope
I started with Progressive and was really excited. The hiring process was awesome and I knew I had the tools to succeed even though I had to haggle for $25 cents extra that I asked for on pay. I have been working in call centers for well over 10 years so knew I was up for the job. Boy was I wrong.
First I was told training would be 5 weeks in total. 2 learning the basics and 3 of training to get hands on experience along with continuous learning. During the first 2 weeks, people started to drop like flies. Not sure if it was the super eager to shout the company out all the time trainers or never getting the chance to listen to a live call but people were not staying. Red Flag…I should have done the same.
Anyways, the trainers for the first 2 weeks were awesome. The 3 weeks started and we still didn’t hear a phone call. Then they started emphasizing metrics. Especially the use of after work. Being in after work for more than 1 minute was akin to call avoidance…what?!!! Anyways, stupid me still thought I would be alright. 3 days in and we got thrown on the phones for 6 hours a day because the queue had 500 plus calls waiting. They would only take us off for a 1 hour training and a 1 hour lunch. Still not sure why new hires aren’t in a different production queue but…oh well.
Then 6 hours turned to an entire shift in the 4th week. No explanation other than the queue was high. They were not open to suggestions about how to improve training but stated “this is how we always do
ProsBenefits start fast, working from home and being sent equipment
Consscripts, micro management, lack luster training, working a whole shift disguised as training, not open to new ideas
● Work-life balance
Our aim is to unite , ignite and light the future of the youth and the world at large by being a well of inspiration and a beacon of hope.
● Pay & benefits
The salary is not enough to cater for the whole of an individual needs since people have alot of needs.
● Job security and advancement
The job security is abit good
The management is awesome
The culture at this company allows collaboration from all the people with good ideas aime at accomplishing the goals of the company
Progressive company birthed The propeller’s show which is generally inspirational show. It has been running on various schools and churches .I started the club since I am born again Christian, and a passionate motivational speaker. I have been doing student ministry through preaching and teaching the word of God especially in weekend challenges and other school events. This has developed developed my unquenchable desire and passion towards gearing change and transformation amongst the youth and my generation.
The show has been running for quite some time covering motivational talks and also featuring stories with guests who have experiences in different fields of life. It majorly aims at reviving lost hope amongst the youth and directing them towards purposeful living. Some of the topics covered by the show include; new beginnings, the power of a vision, the power and purpose of waiting, breaking the chain of addiction, breaking the chain of the
Questions And Answers about Progressive
What is the best part of working at Progressive?
Asked Jan 29, 2020
Diversity and opportunities to develop within the company.
Answered Jul 1, 2022
Not being micro managed
Answered Jun 29, 2022
If you were in charge, what would you do to make Progressive a better place to work?
Asked Jun 14, 2017
Yes would make it efficient
Answered Apr 26, 2022
Stop pushing service representatives to make sales pitches for bundling policies. They keep raising the quota that service representatives have to make for transferring customers and it’s ridiculous.
Answered Mar 20, 2022
What is the interview process like at Progressive?
Asked Apr 5, 2016
After applying, I was contacted the next day for a skills assessment that included math and customer interaction scenarios. 2 days after that, I was selected for a virtual self-recorded interview which can feel very awkward and I didn't think I did well at it, but 2 days after that I was selected for a face to face interview with leadership. The interviewer was very kind and easy to talk to, and he really was most interested in my work ethic and experiences and how they relate to the position. 6 days later I was given the offer contingent on background check, which is very in depth. It's been 6 days since submitting background and I'm currently waiting on completion of that which is 88% complete.
Answered Oct 11, 2021
Applied for remote work in new york. They responded immediately after assessment. Never heard back and position changed from remote to same position without remote work available within a few days.
Answered Aug 6, 2021
What is a typical day like for you at Progressive?
Asked Mar 22, 2020
Usually an upbeat and busy day
Answered Jun 28, 2022
It’s so stressful. As soon as I log in my phone is already ringing. The workload is unmanageable. It gives me anxiety.
Answered Jun 24, 2022
What tips or advice would you give to someone interviewing at Progressive?
Asked Jun 19, 2017
Don’t get sucked into the call center life if you don’t have to. You WILL be on the phones for 8 hours with back to back inbound call, non-stop and sometimes servicing multiple accounts on one call. You will feel so honored to work at Progressive only just to realize 3 months later you just became another voice on the phone.
Answered Apr 9, 2021
You really want to sell yourself here. They are looking for a very upbeat (almost fake) impression so you need to smile ear to ear while being clear and concise. Go over STAR and make sure you have scenarios.