Enterprise Employee Reviews about "customer service"

Updated 1 Aug 2020

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3.5
64%
Recommend to a Friend
79%
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Enterprise CEO Chrissy Taylor
Chrissy Taylor
426 Ratings
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Reviews about "customer service"

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  1. Helpful (400)

    "Fantastic opportunities to learn - beware of burnout"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Management Trainee in Washington, DC
    Recommends
    Positive Outlook
    No Opinion of CEO

    I worked at Enterprise full-time for more than a year

    Pros

    I want to provide a comprehensive review, simply because a lot of the responses on Glassdoor are just short complaints that do not provide very useful information. But before I get into that, a little breakdown of my mindset going in to working at Enterprise: I knew it was not going to be my forever job from the beginning. I planned to stay for about a year to learn some broad-based skills and then move on to an industry in which I was more interested. A lot of people start working at ERAC with the mindset of only staying at the company for a few years, but it is absolutely an organization that has an "up or out" philosophy. If you're not willing to move up in the company, there's really no point in staying there because of how quickly people promote. If you're someone who doesn't have a problem committing a good portion of their career to one company and gaining significant financial benefits from it, then Enterprise is definitely a good option for you. 1) The People: If you ever decide to work for Enterprise, one of the first things you'll hear about the company is the quality of the employees. And while many of the ERAC mantras can be annoyingly repetitive (area managers and above frequently talk like they’ve been drinking the ERAC Kool-aid for a while), this claim is absolutely true. Enterprise hires some of the most driven, ambitious, intelligent, and genuine young people around, and they really are the strong foundation that makes the company successful. 2) The Leadership: Every single person above you was in your shoes at one point. Thus, they know what kind of garbage you go through with customers, how banal the job can be, and how exhausting it is transitioning from college (or another industry) to a 12-hour a day job. You won't see much of the higher-ups (regional managers and above) as they only pop in every few weeks to say some words of encouragement and check to make sure the branches look clean, but you will interact with your branch and assistant managers on a daily basis. Assuming they're good people and doing their jobs effectively, you will learn a lot from them while you're an MT. 3) The Skillset: You're going to work. A LOT. And you're frequently going to be working with customers who are...horrible people. Like for no reason. But through working with the large amount of people that you will (no matter how good or bad they are) you are going to gain extremely valuable skills to launch your future career - whether that's at Enterprise or somewhere else. Communication, sales, conflict management, strategic thinking, problem-solving; this is just some of what you're going to learn as an MT.

    Cons

    1) The Hours: Most reviews put this in the “Cons” section and it’s because it’s accurate; you will not have a work/life balance at Enterprise. The minimum expectation is 49 hours/week, which is actually what your targeted salary is based on. You will likely work around 55-60 hours/week, and your branch and assistant managers will work more. Branches are typically open from 7:30am-6:00pm, but most of us are there in the morning at 6:45am-7:00am to wash the cars in preparation for the day. Customers who come in at 6:00pm (and people absolutely will try to come in even if the doors are locked) can also hold you up for another 20-30 minutes. If you’re at an airport location or a flagship branch that is open every day, you will work holidays. If your branch is understaffed, you will not get a lunch. 2) The Work: You’re going to be doing the exact same thing every single day. Checking customers into cars takes up the majority of your time, and while the ability to constantly practice your sales pitch is pretty fun, you’re going to find yourself asking every single customer the exact same questions in an attempt to make conversation and keep up the perception of quality customer service. There’s also a lot of backend work to be done, such as calling customers to verify that they are still planning to come in to pick up a car, coordinating with body shop and dealership locations, and leaving voicemails for customers who picked up a car and haven’t returned it in a few days and now have a balance due even though their card declined. Oh, and don’t forget about cleaning the cars. 3) The Promotional Path: This is actually one of the primary reasons I left Enterprise. There’s very limited options to move beyond daily rental, and you’re really only able to do so after becoming a Branch Manager or above, which generally takes 1.5-3 years to attain. If you want to explore HR, business management, fleet work, or any other departments, you’re going to have to stick with the company for a number of years.

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    Enterprise Response

    August 6, 2018Manager Employer Brand

    Thanks so much for your thorough and honest review! Good luck in your future endeavors!

  2. "Great WFH option"

    4.0
    Former Employee - Anonymous Employee 

    I worked at Enterprise full-time for more than a year

    Pros

    Enterprise is a great work from home option if you have customer service exp.

    Cons

    Metrics are very important and your schedule can affect how well you do with that.


  3. "Great stepping stone for career"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Mt Management Trainee 
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I worked at Enterprise full-time for more than a year

    Pros

    You are exposed to very good training programs in customer service, sales, and client resolution with business accounts. Decent pay with above average benefits and on occasion perks. Looks good on resume for future careers.

    Cons

    Work life balance is almost non-existent. You are expected to work long hours and there is a culture of paying your dues and rarely missing days. Very monotonous work that doesn't change much even through career advancement. Managers who do not have much exposure to other companies and other work environments which causes complacency and lack of creativity in the workplace.

  4. "A grind and investment"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Assistant Branch Manager 
    Recommends

    I worked at Enterprise full-time for more than 3 years

    Pros

    This company is an investment. You really learn a lot. You learn how to sale, market, manage others and customer service. All these skills will prepare you for your future. Also a lot of room for advancement. You can make a lot of money.

    Cons

    This job is a grind. You will work long hours and weekends. You also have to perform. If you are not performing then you will be in that same position until they demote you or you decide to quit. With this company, if you’re not moving up then you will be unhappy. Don’t come here if you just need a job. You have to have ambition and tough skin. You will be in situations where you are under staffed and the supply of cars does not meet the demand. You still have to find a way perform at a high level.

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  5. "Great Training Program"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Management Assistant in Boise, ID
    Recommends
    Positive Outlook
    No Opinion of CEO

    I have been working at Enterprise full-time for more than a year

    Pros

    You learn many aspects of the business world: Customer Service, Sales, Management, Fleet Coordinating, Timeliness, Work Ethic, Team Work, Operating a Business and much more.

    Cons

    The company tells you that you can promote and have a career which is true but it takes longer than expected. If you last longer than other people and work hard you will get promoted. You work 48 hours a week so work life balance can be tough.

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  6. "A good way to start your career; however, not so beneficial in the long run."

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Branch Manager in Edinburgh, Scotland
    Doesn't Recommend
    Negative Outlook
    No Opinion of CEO

    I worked at Enterprise full-time for more than 3 years

    Pros

    There is opportunity to gain a lot of experience and skills in - Management - Leadership - Sales - Communication This job will prepare you for most other sales, admin or management jobs and is a good contribution to your CV. It will improve your resilience and stress management due to the long hours and high pressure. In addition to this, there is the opportunity to progress relatively quickly (it is common to go from trainee to manager in 2 years) and if you are given a good branch, you can make decent money. If you are able to make it to management level and stay for at least one year, then you will not be phased by many other roles in your professional career thereafter. It would be unwise to stay for too long in Enterprise, as the skills you gain further down the line become more and more specific to Enterprise and may not give you any further advantage should you wish to find another career. In addition to the other benefits, you will receive a company car once you become branch manager which is great.

    Cons

    Hours - Expect to work a minimum of 50 hours per week with 60-65 hours per week being commonplace in the summer during busy periods. Stress - (As a trainee) you will be pressured from managers to sell on almost every transaction whilst offering excellent customer service. You will spend the majority of your driving cars - delivering them to customers and the time pressure from management is intense as the workload exceeds the time you have in the day to complete it. Stress - (As a manager) you will be under constant pressure from your area manager to drive performance. You often have to take disciplinary action against your employees who do not meet performance requisites, therefore ruining relationships with your employees and lowering the overall motivation in the team. You will be expected to complete a large number of deliveries in a day, whilst you are often short of staff and vehicles. It is considered a failure in your management skills if you and your team work late - it is often impossible to complete by the end of the day. In addition to daily operations, you are expected to keep on top of a multitude of tasks such as ---- employee development, marketing, setting up new accounts, account receivables. Little appreciation - The staff above you in the company, ie area managers and group managers are all under a similar, if not higher, level of stress as you. This results in high demands and little thanks. You will be met with a generic 'thank you' when you have accomplished something, however you are not truly rewarded for it. Blame culture - The dynamic nature of the business, coupled with the chaos of running a busy branch that is understaffed, inevitably results in errors being made and things being forgotten about. There is a culture of 'someone must be held accountable' in Enterprise. This results in employees receiving disciplinary action for misdemeanors that are a direct result of the environment they are working in - employees can't work under stress for 50 + hours per week without making a single mistake.

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  7. COVID-19

    "Misleading"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Senior Management
    Former Employee - Management Trainee in Kingston, ON
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I worked at Enterprise full-time for less than a year

    Pros

    - Great at being accommodating when you need time off - Great place to gain customer service experience

    Cons

    - Severely dangerous drinking culture. The company encourages drinking at events, and I personally know of two members of management who drove drunk. - Not supportive when it comes to careers outside of the company. Upon my departure, I was publicly shamed, to the point of bullying, and told I would make more there than anywhere else. 8 months later they fired 75% of their employees because of COVID-19. I am still employed at my new job. - The job pay is a LIE. It is based off of working ~50 hours a week, but HR will limit you to less than 45. Without the overtime pay, your pay greatly decreases. You will have to fight for your hours.

  8. "Great experience"

    5.0
    Former Employee - Branch Manager in Naples, FL

    I worked at Enterprise full-time

    Pros

    great experience with sales and customer service and leading a team

    Cons

    Long days and demanding hours