Money > Ethics - Customer Service Agent REEF Technology Employee Review

Where to begin. The advertising on Indeed makes REEF seem an established software company. You get hired and go through a "screening" or "placement" process, but it's location based, nothing more. If you live in Canada you are actually going to be work for Impark. This is determined before you're hiring, but they won't let you know until you're actually hired. Then they spring it upon you after orientations. Impark must do this because "who would want to work for a horrendous company like Impark?" So instead they built this cool sounding tech company to contract workers out. From the jump I was given false promises of preferred schedule and to be sent to a department of choice. None of which happened. I deliberately asked the hiring consultant, how long do people last in this position? She said: 1 year. NO. It's absolute turnstile. All 3 in my hiring group quit within 3 months. (More on that later.) Also they don't advertise it on their listings, but no holidays except for Christmas and New Years. The company is called "REEF Technology" which is a misnomer if I've ever seen one. DOZENS of IT issues at any given time. And guess what, all of these "IT Issues" ALWAYS result in customers losing money. Indirect Fraud. - Online payment doesn't work. -Over the phone payment doesn't work. -Credit card info updates don't work. -Customer makes payment, that doesn't get "applied to their account" which results in late fees. -Customers get sent threatening letters, that their accounts are overdue unless they make a $25 late payment, if not they're being sent to collections. The customer then calls in upset and you notify them everything's okay. It was just an "IT ERROR." Hundreds of people "mistakenly" get sent these letters. -Then my favorite "IT Error." "Oh that payment you see on your account is just an accounting glitch. -Then we charge customers late payment fees for not paying, then they must call in to get a payment reversal or else they won't get one. -From there, if everything works out well, they hopefully get their refund/reversal within a month. But I saw many instances where a customer phones in multiple times to pay, they get charged late fees then we reject their requests for reversals. - They use internet explorer for virtually everything, it lags and freezes regularly. As well as a database from 1990. You will experience IT issues regularly where the whole team cannot do their job. Resulting in very long wait times and calls for customers. Many being told to call back later. From there, their whole customer service schematic is flawed to the core. You are timed and graded on how quickly and how many calls you answer. An almost impossible task given the last IT issue listed. You're expected to answer calls in under 7 minutes while running systems that crawl and experience network shutdowns regularly. I encountered HUNDREDS of instances where, agents "drop calls" on customers with time consuming tasks, just because the grade of a quick call is more important than the grade of a customer well served. I was hired with 2 others and we all quit due to the ethics of this company. Lastly, the helpline. They have a helpline that you can call to receive help from a supervisor if you ever get stuck. Just make sure you don't call! You may get the rare nice supervisor. But more often than not you will get a stressed supervisor who will ridicule and condescend you for not knowing an answer or "you learned this during your week long training course, how do you not remember?" Between the deception, IT issues and rude supervisors. This job is not worth the pay cheque.