NexGen Agency Reviews

4.4

90% would recommend to a friend

(63 total reviews)

80% positive business outlook

NexGen Agency has an employee rating of 4.4 out of 5 stars, based on 63 company reviews on Glassdoor which indicates that most employees have an excellent working experience there. The NexGen Agency employee rating is 23% above average for employers within the Telecommunications industry (3.6 stars).

Reviews by job title

63 reviews
1.0
21 July 2021

No Concern for the Welfare of Employees

Anonymous employee
Recommend
CEO approval
Business outlook

Pros

- Small company - everybody knows everybody. - Most people are friendly with each other...most. - Fairly easy to get hired for entry level

Cons

A literal novel could be written on this subject. The company's policies mention a so-called "open door policy," which claims "all managers are available to discuss concerns, suggestions, or clarify policies," and "If the employee prefers not to discuss the matter with his/her supervisor or he/she feels dissatisfied after addressing the issue with the supervisor, the employee can bring the matter to the next level of authority within the department. In addition, an employee may always address questions, concerns or problems with the HR department and the SVP of Operations. An employee may, if he/she wish, bypass any step or steps in this process and go directly to any officers of the Company." Really if you bypass your immediate supervisor and go to the next level up in management you get privately chewed out for not following some "chain of command" that isn't specified anywhere. In other words you are subject to retaliation which absolutely illegal, and makes you afraid to escalate higher or report the problem out of fear of further retaliation. Whistleblowing is not only not welcome, but is punishable even though the policies claim to forbid it. One thing the company has done right is implement a work from home initiative since COVID hit the US when a lot of companies did not. Why isn't this in the "Pros" section? Because even though it has been PROVEN on a NATIONWIDE SCALE it is not necessary to return to the office, management has been trying to find a way to do so. Plus, if you don't perform at peak performance you are threatened with having to return to the office. It's literal insanity on management's part. If you are a male, avoid HR at all costs. Have one conversation with her and it becomes very obvious she's a misandrist, and once said that in a dispute between a man and a woman that the woman would probably win. I wish I had recorded the conversation. There were witnesses but they were all afraid to speak up out of fear of retaliation. She should really be a defense lawyer with her ability to use semantics to manipulate policy. And salary? HA! What a joke. After being with the company for multiple years, a group of people were hired at a HIGHER rate and with LESS responsibility. Even then you can forget the idea of a living wage. Avg rent in FL is around $1200-$1600/month. For that to cost less than 1/4 of your income which most landlords require, you'd need to make around $5800/mo. Assuming you have a 40 hour schedule (you don't), that's $36.79/hr. If you're new then you apparently get $16. Literally fast food places are hiring at the same or higher which is much less stressful and less ridiculousness to deal with. You better have like 3 roommates if you want to be able to survive. If you get sick they require a doctor's note, which sounds reasonable. If you're out more than 2 days you get written up, and sure they offer benefits like health insurance but what if you can't afford it - which most people can't with the rate of pay - and can't get a doctor's note because of it? You get written up for being poor, by the job that doesn't pay you enough to afford the insurance. It's a joke. They do yearly performance reviews and "raises" based on performance. The maximum you can get is a 3% increase of your current pay rate (that's around $0.25 for most people). They set performance standards so high that it is literally impossible to meet the 3% requirement. All of the other negative reviews people have left are 100% accurate, don't let the company's responses to those reviews fool you.

avatar
NexGen Agency Response
4y
We appreciate your feedback. We're very sorry to hear that your understanding of our policies weren’t clear. We pride ourselves in low attrition (less than 9% of employees leave year over year, almost unheard of in our industry). We strive to provide equal opportunity, great benefits, and competitive pay. Our company takes pride in listening and creating change based on employee feedback (which is done quarterly in our anonymous employee surveys).
4.0
16 Nov 2025
Recommend
CEO approval
Business outlook

Pros

Working from home is a major benefit, and the team environment is genuinely supportive. My coworkers are friendly, collaborative, and willing to help each other when the workload gets heavy. Being on the social media side of customer service also makes the work more engaging compared to phone support. We still handle member concerns, but the variety of platforms and interactions adds some fun and creativity to the job.

Cons

The pay is low and does not reflect a living wage in many states. Several coworkers have mentioned regularly ending up in the red and having to decide which bills to pay each month. A wage adjustment that aligns with local living costs would make a meaningful difference. There is also no retirement plan offered, which is a significant gap in the benefits package.

1.0
15 Nov 2022

Low Pay, Hateful Upper Management and No Culture

Anonymous employee
Recommend
CEO approval
Business outlook

Pros

Remote Working, Immediate Team Members

Cons

The pay is not consistent with market values at all, despite what management will reply to this review. Upper management claims that they gave a company wide raise but it was not company wide. Some people got raises worth about 30 cents at most and others got none at all. We had to beg for years for this raise and for the "quarterly anonymous surveys" that didn't happen for over a year. Upper management insulted the team and gaslighted us when we brought up pay in a meeting with the SVP and HR. They may allow remote working, but you will never be promoted if you don't live in Florida near the office. People quit the team constantly, and it is no wonder why.

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NexGen Agency Response
3y
Hello-- We're disappointed that you were unhappy with your pay. We are actually one of the most competitive paying call centers in the area. Though, raises are based on performance and experience so that also plays a large factor. We are always open to discussions on raises and would have encouraged you to utilize our HR Department or your account's Operations Manager with any kind of pay related discussions. We're proud to be a company that supports its employees, with one of the lowest attrition levels of call centers. One of the great parts of being here is as a boutique agency, it's easy to speak with any member at any level of management about any kind of concern you may have. We're also proud to have leaders throughout the country on various accounts. While your account may have had leaders from the local area, we are always looking for great talent regardless of location. I'm sorry you did not enjoy your experience--we wish you the best on your journey!
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Glassdoor has 63 NexGen Agency reviews submitted anonymously by NexGen Agency employees. Read employee reviews and ratings on Glassdoor to decide if NexGen Agency is right for you.