notice that the good reviews are very recently posted.
Customer Service Supervisor (Current Employee) – Grand Rapids, MI – July 31, 2019
The beginning is generally good, the company tries very hard to have a very good culture, everybody is nice, and inclusive, they do not tolerate behavior that goes against those goals, which is good. What they don't tell you is that the pressure increases by the week, and you are subjected to horrible scrutiny of your calls, and how you did not sound empathetic, or if you missed any point of the script, which is hard to do with irate customers that often are calling because they have lost they money, because the hotels rather sell to walk ins paying full rates, or because the reservations they made can not be cancelled in most cases. The pressure is very hight to meet the impossible goals, which most of the time is out of your control due to the nature of the call, and the time it takes to solve the problem. At this point is evident that the benefits and the free coffee and fruit are an effort to appease workers, so they don't leave. The attrition rate is extremely high .Out of a class of about 40, there were about 5 of those people left at the end of the year.
Birthday celebrations. free coffee and fruit.
short breaks, people without any training or education beyond high school is promoted to supervisory roles, with bad results.