Basic Job Description(s):
Operator: Answer all incoming calls from a computer with a headset on, linked to StarTel network with all calls recorded for quality assurance purposes. Enter and verify appropriate data into StarTel program. Upon call completion, queue completed entry for dispatch ranked in importance by predetermined criteria.
Dispatcher: Pull queued Operator entries in order they are received by the system. Proofread all entries and edit for succinctness, clarity, relevance, and accuracy. Contact appropriate 'On-Call' Business or Medical Practice representative as detailed in the system by the On-Call Manager. Deliver and file each completed entry out of the active queue.
Disclaimer: My first 20 months of employment with the Call Center were when it was NotifyMD, before acquisition by Stericycle Inc. finalized in/around Oct. 2011. This review will attempt to detail the post-acquisition environment, and may reference previous ownership for comparative purposes only.
Upon acquisition of the Call Center by Stericycle Inc., I witnessed the following:
Systematic removal of many of the highest quality NotifyMD employees. (Coincidentally, many of whom were the most currently well-compensated).
Freeze in all pay increases. Previously, it had been that one would receive an approximate $0.25/hr wage increase per annual quarter with consistently positive performance reviews.
Hiring sprees ensued to compensate for the thinning of the workforce mentioned
ProsOccasional catered food, Casual dress
Customer Service Representative | Mobile, AL | Jun 20, 2015
At the Mobile, AL office you are treated like a child. The afternoon team leader speaks to you in a condescending tone and will even follow employees to the bathroom and listen at the door to make sure they aren't on their cell phones.
During slow times, of which there are many, you are not allowed to do anything. No internet, no cell phones, no books, nothing. You are supposed to sit and stare at your computer and wait for the next call. The wait can take quite a while. At one point they did allow the operators to draw with markers and crayons in between calls, but they may have stopped that.
The schedule was not set, and unless you really complain, they will schedule you to work 9 days straight.
Management acts brainwashed and is more concerned about your ability to memorize company slogans and acronyms than employee concerns and issues. Literally everything that comes out of the regional manager's mouth sounds like a script.
Their solutions to simple problems are really stupid. Example: the office has a stove and sink in the kitchen. Originally we had a dish schedule where one of us would do dishes on assigned days. Stericycle stopped the dish day and said that everyone was in charge of their own dishes, which was fine. Someone complained that people weren't doing their own dishes or cleaning off the stove, so management threw out all the dishes and suggested they get rid of the stove instead of just reimplementing the dish day.
The building is dirty.
I had the displeasure of working one of their call centers where they called themselves Notify Md. I also had the joy of being demoted while still having to work the tasks of my previous job, without the title or pay of course. This was referred to as "semantics". I also had to take calls that only supervisors should get with irate clients, because well, their call center is one of the worst in the US. I was expected to do all that supervision does with extreme disrespect from the real supervisors who do nothing but walk around like idiots who can't even run both programs. Yes, at the call center they had two different programs they used to dispatch messages. Very few knew how to run both. Management couldn't be bothered to learn both.
I learned that titles and "semantics" do make a difference. I was demoted very slowly and quietly. At first I was told I could stay a supervisor, but was slowly stripped of that title while more responsibilities piled up on me. Employees were treated worse and worse. The whole place could be used as a training course of how not to run a business. Whenever the badly treated employees fought back and started demanding more rights, the more everyone was punished. I learned to basically get out of that toxic environment ASAP and to never stay a horrible place that long again.
Management was a bunch of idiots. They couldn't even run the systems necessary to take calls. They never took calls. The "office manager" sat on her behind staring at stats.
Prosare you kidding me?!
Consno advancement opportunities, you have to ask to take you scheduled break (what?!), forget about taking vacation time, management will lie to you constantly
NO ADVANCEMENT(unless you are family/or a complete suck up)!! It doesn't even matter if you are even remotely qualified for a job, they will coach whomever they truely want to have the position with the answers to the questions during interviews. It is just absurd, and very demoralizing to the staff when it is quite obvious of their intentions, which they do not hide. They give "cookie-cutter" reasonings of why they turn you down for advancement, its quite pathetic.
Their attendence "POINT" system is just ridiculous. You are allowed 6 pts in a 6 month period; you accrue 1 pt for calling out(no matter what the reason is, and if the supervisor doesn't use their "own" judgement to whether it is a valid reason or not is the only way you don't accrue the pt). They don't accept DRs notes unless you have an overnight stay in a hospital(or family memeber), but even if you or family member are sent to an emergency room or drs visit, or family emergency(it will be held against you no matter what). They change their policy about how to "tie" together days out, WITHOUT INFORMING THE EMPLOYEES. Previously you could miss consecutive days in a row and it would count as one occurance. HOWEVER, they changed it to needing a drs note, without even telling people for over 8 months(so people were getting terminated/written up becuase of attendence due to the fact they did not inform the employees). ***This forces people to come to work when they are sick and in turn get their co workers sick, ju
Prosits a job...
Cons"point" based attendence;not family orientated; poor management; lack of advancement
The turnover rate is probably why hours are so flexible. I honesty have nothing say that is even relatively close to "Good" about this company. I've been here for almost 5 years and not even a single cent raised in my paycheck. The "PROS" are you're "PROGRAMMED" like a robot to accept a ridiculous "One team one Goal" attitude. It's very sickening. And of course those who love this company, are the "favorites". If you work here, you might as well be working at a high school, excluding any individual thought process of course.
One giant elephant in the company's room is..PAY. The pay is terrible. Agents are supposed to learn major accounts and take on several tasks of higher up jobs while getting paid close to a fast food wage. I know customer service is tough. I know not EVERYONE who walks in the door is gonna go home with a fat check and a gold star on their paper, BUT COME ON!...The only way to advance, or they like to say "Opportunities", is to wait 3,000 years until a position appears.. (NO WHERE NEAR YOUR LOCATION) and if somehow, someway a "Team Lead" position appears, I use team lead very loosely because team leads do close to nothing, then you had better hope you're a favorite. Being a favorite is VERY special. See being a slack off, uh I mean "favorite", means you can mess up on accounts, calls, emails, 50,000 times and still get a slight raise compared to someone that has honestly tried their best. Employees are not appreciated, they're just not. Now the work
Promotions were difficult. Advancement was not obtainable. I worked my butt off. Didn't receive much support from the supervisor. Applied for an internal job in the next city over, denied transfer, then a few months later they reorganized and gave me the job after much hassle. It wasn't very safe. Safety concerns were brought to management's attention and were ignored. The company invited employee +1 o the annual Christmas party then wouldn't let me guest attend, even after I offered to pay for my guest. I do appreciate the offer to have a party at company expense though. Policies and work plans are inferior leaving room for managers to change standards or rules. I was doing the work of 3 people and the person before I was doing the work of just one. Lots of cliques. Politics and religion were a common topic at the worksite and if you didn't agree with the politics or religion of the co-workers you were shamed and blamed. The site manager didn't know OSHA rules or regulations which placed everyone at risk and caused disharmony with the customer. Men and women were held to different standards. Paperwork was shredded to cover management mistakes or employee manuals were quickly rewritten to prevent outside agencies to review company policies. Employee manual for nonunion employees clearly bashes unions and the CEO's disdain for unions was evident. I can see why this company unionized parts of the company. The CEO wasn't concerned about most things, but was happy with his millio
ProsGood short term work, easy work
ConsHazardous medical waste, poor management, no communication, cliques not a friendly social environment. Poor break rooms.
Company is good at garbage and horrible at everything else.
Where do I begin? I was a route driver. You pick up biowaste, body parts, ect.... It smells awful. The management is very secretive about what you will be paid, and benefits until the day you are hired. A route drive makes 14.50 per hour. Your "super great" benefits will cost you 300.00 per month for your family and they have copays out the wazoo, and a 2500.00 yearly deductible. I was told that I would work four, ten hour shifts and have fri-mon off. Haaaaaa....NOT. You will work five days a week, shifts from 10-14 hours. This company throws OT around like candy. You will pick up from 50-150 biowaste containers that are "supposed" to weigh no more than 50lbs, but the reality is that most weigh around 70 pounds, and some up to 100lbs. You will stack them four wide and four high in a 26' box truck. This is mostly a physical labor position. The fourth high "tote" is around six feet in the air. You will be exhaused. Dead exhausted. Most of the offices that you visit are small, and not made for a half-semi (pup), so you will be told to park in the road, in turn lanes, in fire lanes, or just plain old block in patients for up to 1 hour at a time. Oh, and by the way....don't get run over hahahaha (managements response). Most of the hospitals will have a shipping dock. You are tracked at all times by a in truck GPS system. It is updated by the minute. Safety is honestly last on their priority scale, sales are number uno. Try and find the number for HR. You can't. Got a problem with
ProsWorking alone, learning about waste management stream
Conspay docking, no GPS, big truck; little lot, safety is number 10 on priorities list
A typical day at work required continuous coordination with other departments, resolving higher level problems, coordinating/scheduling installations, monitoring P&L, service orders, hiring process, personnel issues, conference calls, customer visits, service audits, interviews. The hours typically ranged from 12-16.
I learned a lot about managing from a larger scale, standardizing process, coordinating in difficult situations. I learned about what it takes to enhance an employee's experience in the midst of growth challenges. My experience was a great one.
Overall, Executive Management had great motives and vision for the company and its employees. The focus was steady on continuous growth and, later, operations improvement. The field services, however, relied heavily on the successful follow-through of the operations department and sought improvement on systemic approaches to teamwork between the departments. Hopefully, they have been heard and relationships have improved.
While it was continuously stated that lay-offs were never their intent (and doing more with less was the mantra), they occurred quite frequently each time a restructure occurred. Many survived multiple lay-offs and were re-employed in another role. Some valued employees, however, were not able to stay due to the requirement to re-locate in order to stay with the company.
My immediate co-workers understood process, quality service, and strived for customer service excellence against all od
ProsGreat benefits, Forwardthinking Execs with Vision
ConsInterdepartmental coordination needs improvement and closer oversight, some inexperienced people managers
I worked on the Shred-It side of the company, please note it is very different than what is going on at Stericycle proper.
Your typical day is being the front line for all service and billing issues. This is simultaneously the worst and best part of the job. The upside is you do get to help customers who have legitimate issues. The downside is there are a lot of customers who have no legitimate issues who call in to pretty much complain and try to get something out of you like a credit.
The main problem is customers are still getting used to Stericycle owning Shred-It.
Before the acquisition, Shred-It was a franchise based company and customers were used to contacting their local branch directly with any issues. The fact that they now have to call a call center irks many of them because it no longer feels local to them.
This has also led to problems on the company side. The service level from branch to branch is inconsistent at best and downright damaging at the worst. One branch was so poorly managed it was closed recently and its business was shifted to two other branches.
Despite a decent training program, the service levels between your fellow CERs is inconsistent as well. Too often are mistakes made because one person didn't understand something that well. The worst part about this is there really isn't anything done about it.
Management is almost nonexistent. There is a lot of focus on improvement but no actual guidance on improving unless you go out
ProsGood benefits, good entry level pay
ConsInconsistencies throughout the company, do-nothing management
During the time I worked for Stericycle, I learned that they only care about themselves. The only safety they care about is their name and their bank account. They basically will write you up for anything. They also have a camera in the truck that will watch you, but they say it doesn’t unless you set it off. Expect small performance raises no matter how hard you work. And let’s also talk about how laughable it is that it takes them years to give out a cost of living raise when the cost of living goes up each year. They haven’t done anything special for the employees for the duration of covid. Examples are, if you get sick, you must use your PTO and if you don’t have any you lose a week of pay before you get a check @ %60 of your normal pay. They changed from blue cross to United health for insurance, which is a joke. Honestly, the place is a joke and has a high turn over rate for a reason. They just don’t care. They care more about the customers than how the actual employees. I get that businesses have to focus on customers to make money, but during times like a global pandemic, your focus should shift a little more to your employees. They will essentially ridicule you if you get hurt. Any mistakes you make will be brought up again and again. Longer story short, they don’t give out raises, they changed health insurance where you pay more for less coverage, and corporate simply does not care about you. I have had some good times here, but they are because of the people work w
ProsFree voucher for boots
ConsHealthcare sucks, lack of raises and you are just a number to them.
Questions And Answers about Stericycle
What is the best part of working at Stericycle?
Asked Dec 11, 2019
The employees are friendly and willing to assist if needed
Answered Jun 29, 2022
I love my clients and the people I worked with
Answered Jun 28, 2022
If you were to leave Stericycle, what would be the reason?
Asked Mar 18, 2017
Worked for this company 17 years and as previously stated they will say and do anything to get good employees, but once they hire you integrity goes out the window with management, its easier to fire you than fix the problems. they will praise you as long as you make them look good but once you go against the grain weather you're right or wrong ,you will discover the bulls eye on your back until you are finally wore out or tired of fighting weather quit or be fired.
Answered Jul 19, 2020
Loved my job, but I have never witness leadership so negative and underhanded. I am a veteran and can truthfully say management began lying from day one of employment and it only got worse unless you was willing to stand up for yourself which would put you in the category of trouble maker. I was terminated after 17 years over a lie. I didn't fight it because truthfully they was tired of me and i was tired of them. Reporting issues to corporate is a waste of time I was told they understood my frustration but stood behind the UNMANAGEMENT anyway...
But if you like being treated as less than .This is your job!!!! If you work here invest as much as you can in the 401k and save until you can do better .I was prepared to leave but if you cant work as though you will be leaving, Not a career unless all you want is a job.
Answered Jun 15, 2020
How are the working hours at Stericycle?
Asked Jun 27, 2016
40-45 hours depending on workload which can change drastically over the year
Answered Apr 19, 2020
Shifts change all the time, long hours, no hazard pay despite risk
Answered Mar 21, 2020
What would you suggest Stericycle management do to prevent others from leaving?
Asked Mar 18, 2017
Stop changing everything at once. So many changes are happening within the company that no one knows what to do. Employees are leaving due to increased stress from being given so many new projects at once only to find out that those are going to be ignored to make room for new projects,
Answered Apr 19, 2020
Offer more training
Answered Jan 31, 2020
What advice would you give the CEO of Stericycle about how to improve it?
Asked Nov 22, 2016
First things first, last things last. have a special phone number where employees can offer real input on a situation. be hands on with employees, not handbook with them. have a real conversation with them and not rely on the rules and regulations of the guidebooks. i havent been there long,and i have learned the whole tricks of the trade. so, instead of doing the tricks, i want to understand the trade....
Answered Mar 28, 2020
Listen to your CSR drivers instead of hiring UPS high ups to tell you how to run a company because the only thing your doing is running the good employees who have been their ten plus years off and keeping the worthless employees who already milk the clock their grow up seriously l!!!