Pros
Great for a person who wants to keep their head down and never make a wage that will allow them to live with less than 2 room-mates at the Texas location. For those who don't intend to perform well or slack off, the company prefers agent attendance much greater than agent performance. Supervisors who want you to grow with the company and offer training during weekly sessions. Personable, but cut-throat, supervisors. Would make sure your time is properly accounted for, so long as you were never early or late. So-so office culture. Tenured agents who would loudly talk about non-work related personal issues or speak about religion or other normally banned subjects. Ability to make 1 dollar more per hour if you speak Spanish Easy to follow, permanent and unchangeable schedule. Easy to follow procedures. PTO was easy to request initially, as ADT Commercial LLC, but after the switch to Everon no one was able to request PTO. 5% 401k match. Employee-paid benefits. Sparse bouts of overtime. 8-hour employees had 2 15-minute paid breaks and 1 30-minute lunch. 10-hour employees had 1-hour lunch, unconfirmed paid break coverage.
Cons
Upper management that uses intimidation as a form of silencing workers; had it happen in front of the floor manager and reported to HR. Will call and text with little notice to do <2 hours of over-time, leading personnel to get 30 minutes of overtime at best, and making the cost of overtime greater than payout due to taxes. Management required to not give you a reference per company policy. Yeah, you just wasted your time at this company and no-one will notice how you were a top performer because management is not allowed to give references. Lack of re-training on tenured workers whose lackluster performance could be fixed with a module on how to do their job up to standard. Supervisors who were untrustworthy due to giving false information. Office culture that promoted employees working against and reporting each other in order to advance their career. Constant whining from talkative workers, nothing done about bullying or interpersonal issues. Tenure is everything. Even if you are more well-qualified, someone who has been with the company longer will get a promotion instead. Did not pay a living wage at TX location (22.04 for Dallas, TX 2024) to the point where multiple tenured (multi-year) agents needed 2 jobs in order to afford to come into work and pay their bills. Employees in low cost of living areas and remote workers were paid the same as in-office workers in higher CoL areas, leading to turnover due to CoL. **CoL at KS location is ~$19/hr and CoL at TX location is 22.04/hr making multiple employees need a second job in order to afford basic needs. High-turnover, even within those who were given the choice to promote early on as the "elite" workers. All workers I personally knew who advanced their career into the position have now left. Ignored ADA in favor of removing candidates with disabilities when they were having issues related to disabilities, and HR was involved and notified. HR suddenly losing disability paperwork when a member goes on leave. High turn-over rate due to "attendance policy" that counted against those who were going in for overtime and regular work hours. Strict break time coverages, both paid and unpaid. Hired contractors who were making 4-5 dollars more than the full-time workers and did not update pay for those who were tenured. Yearly scores that were based on attendance over performance, making it so that high performers who had medical issues were on the chopping block. Low and stagnant wages: $16/hr for one of the command members who made less than new hires who were making 18.10 + shift differential from $0.25-$1.00 depending on shift worked. Very unrewarding tickets where customers frequently yelled at agents
