Vrbo Employee Reviews about "call center"

Updated 28 Feb 2020

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3.6
71%
Recommend to a Friend
75%
Approve of CEO
Vrbo Senior Vice President and General Manager Jeff Hurst (no image)
Jeff Hurst
14 Ratings
Pros
  • "Great benefits, great people who genuinely care about you and your well being(in 58 reviews)

  • "I work from home once a week - great work/life balance(in 54 reviews)

Cons
More Pros and Cons

Reviews about "call center"

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  1. Helpful (4)

    "Shame for Expedia to have this brand under their umbrella"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Partner Success Manager in London, England
    Negative Outlook
    Disapproves of CEO

    I worked at Vrbo

    Pros

    Some initiatives like Day for Charity

    Cons

    As per subject line- it’s a shame on Expedia to call VRBO part of the group. The culture is nothing like the rest of the group, it is even based in a different buildings than the rest of Expedia. Extremely toxic culture where unethical and unlawful behaviours are accepted. Could be compared to a snake pit. Backstabbing, two-faced managers and colleagues, who only care about their own promotions. Exceptionally unskilled management, especially on sr.director and director level. Leading by fear & dictatorship. Partner Success and ‘supporting’ them Training Team are the worst in my opinion. Partner Success has nothing to do with Account Management or Sales- it’s just a call center with KPIs like: number of calls per day and call audit score(!). This is just encouraging robotic approach to the role, no relationship building, strategic thinking, growing revenue. If you don’t like using your brain, this role would be good for you. Team members are treated like school kid (very strict and poor school), where every activity is tracked, but no flexibility allowed. So the team members are not allowed to work from home, while it’s OK practise for managers. The training & coaching (as they like to call it) role is in fact just a QA role, where the main responsibility is to audit calls following an idiotic audit form. Most brain-killing, boring role you can think of. No development or creativity available. Promotions given only to those who glorify the management and keep the Senior Director happy, never mind that managers, senior managers or team leaders are lacking proficiency in English. It was insulting for me and my intelligence to see some colleagues being promoted or becoming managers. Very US focused and that said not really modern american company, rather cowboy style.

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  2. Helpful (6)

    "Customer Service Representative"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative 
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

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

    Pros

    Great benefits, you get a good amount of Paid Time Off and Sick hours along with Floating Holiday hours. The offices are nice modern spaces along with your typical free snacks kitchens. The people that work here are all very enjoyable people to work with. Employees are smart and helpful along with being laid back. Parties and events are pretty cool. They also buy food every week depending what time your shift is.

    Cons

    The biggest con would have to be the job itself. You really have to have tough skin if your going to be a rep for the company. The customers that you support tend to have a negative user experience with the product itself which causes most of the calls to be escalated and workload to be a very stressful. You will come to realize not only will you have to provide basic support on how to use the website but also be the customers therapist, property manager, investigator which can be emotionally draining. Although not all calls are like this, there is a good percentage of inbound calls that are like this. Any job under the Customer Experience umbrella you will be working in a call center environment so if you are not the type of individual who does not like to be judged by your metrics and be micro managed by a system that monitors your every minute then this may not be a good fit for you.

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  3. Helpful (5)

    "Classic and stressful Call Center Job with arrogant management/leaders"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - German Customer Service Representative in Madrid
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

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

    Pros

    - Free drinks - Free fruits - Private insurance if you want

    Cons

    Job itself: - A classic call center job which can get very stressful. You have to be able to deal with (very) angry customers - If you arrive one minute too late you will have to justify. Even when you are going to pee this time will be measured. Big brother is watching you - Very un-flexible with holidays, even if you have an emergency. And holiday over christmas? Good luck if you aren't quick enough. - You don´t get to choose when you make your breaks as they schedule it for you. What if I am not hungry yet? Or au contraire: what if I am starving and I am forced to go on the late break? You weren't allowed to eat at your place during phone duty - Numbers are more important than you as a person - Many times you won't be able to leave on time as there can be a call in the last minute - Phone is forbidden. It can´t be even on the table. This is very exaggerated in my opinion, especially when you don't have a call. - Depending on your contract you might work at the weekend Management: - Very arrogant team leader. I don´t know what made her act this way: the probably 100-200€ more that she earns a month? - One of the supervisors was quite moody. She was getting a bit rude when you by mistake asked a question twice. Sorry, but I am a human being! And it is okay to be moody but please don´t leave it out on others. That´s unprofessional. - Manager doesn´t even bother to talk to you. Because he is something better?Hm. - They weren't really helpful when you needed help as they knew as much as you. Not more, not less. - Very unorganized and non-logical when it comes down to career opportunities and you apply for another position

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  4. Helpful (4)

    "StayAway"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Experience Associate in Austin, TX
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Free breakfast every friday and they seem to cater very often, sometimes it felt like they fed us everyday for a month. A lot of vacation time (if you can even get approved to use it.)

    Cons

    There is NO rotating schedules, once you have one, there is no changing it no matter how hard you try. Your calls are getting reviewed daily and you're constantly getting micromanaged and looked over about every word you say on the phone. Management is not involved with anyone and barely knows peoples names, only the supervisors are "sorta" helpful. Your opportunity for growth is very minimal unlike they say theres potential. Pay is well below average for a call center and theres no opportunity for increases. Even if you move up in "visas" meaning you handle more issues for no or minimal increase (like 20 cents) for 2-3x the work. They change systems once a month with significant changes to both employees and consumers so you have to constantly re-learn and re-teach extremely aggravated customers due to monthly huge changes. StayAway for sure. Don't let the free food and stocked kitchen and fridge lure you in.

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    Vrbo Response

    June 19, 2018Recruiter

    We appreciate your being so forthcoming about your time on the Customer Experience team. While this is not the ideal experience we hope for any HomeAway employee, your openness is important in helping us evolve as an organization. You mentioned that you feel there is a lack of opportunity for growth. We provide resources for employees in all departments to own their career through a combination of offerings from our Learning & Development team and career mapping tools. If you would like to discuss your concerns further, I’d love to hear from you. Please email me at hterrell@homeaway.com.

  5. Helpful (5)

    "Micromanagement"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
     in Austin, TX
    Disapproves of CEO

    I have been working at Vrbo for more than a year

    Pros

    Great benefits, free food, gym, great health insirance

    Cons

    Went from great company to just another call center

  6. Helpful (6)

    "Losing sight of the vision"

    2.0
    Former Employee - Customer Support Representative in Austin, TX
    Doesn't Recommend
    No Opinion of CEO

    I worked at Vrbo full-time

    Pros

    They're the top dogs in this still emerging market. With that said comes a lot of passion for the idea, and a lot of smart people behind. As other's have said, free snacks! It's been stated ad-neaseum, but it does help morale some. I went to work more than a few times and, while not always super healthy, just snacked on the food and saved money. Everyone is very friendly. Lots of ways to win cool stuff, contests, giveaways, etc. HQ'd in Austin, which fits the local culture nicely. Very relaxed environment if not on a customer facing job.

    Cons

    I worked in their customer support dept, and then eventually handled escalations. I've done my fair share of call center jobs, and while it's a dead end for many, I embraced the challenge as I thought it would be a good next step for me. I've seen what works, and what doesn't, and initially I had thought HA was doing everything right. Well, then I was wrong. Then RM2 happened, then more and more changes occurred. What you need to consider is the average HA/VRBO user are generally older, retired, and often have this as their only means of income. With that comes with a general lack of technological savvyness, and being quick to anger and agitation that they perceive HA is forcing change onto them which they may not think is best. Now of course, you can never please anyone. I often sat down with my, at the time, lead, and discussed how to best handle the situation. I told him, "Well, you hear the calls, you understand the concern here, right?" The fix was to continue to build up trust and support in the product, and educating the users on the changes. Their answer was to throw mandatory OT at the problem, hence MEGA burn out. Oh well.

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  7. Helpful (7)

    "Nightmare"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Support Representative 
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

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

    Pros

    Friendly & helpful coworkers Free snacks Lots of vacation time

    Cons

    -Misleading job description -Can't use the restroom without permission -30 seconds between ENDLESS calls -Mandatory overtime without an end date (I did it for 2 months which meant I was spending roughly ten hours a day in a call center EVERY day) -Customers have hold times of anywhere between 10 minutes to 30 minutes which means they are extremely angry by the time they speak with anyone. In short, we were understaffed which is why there was so much overtime required. It could have been avoidable.

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  8. Helpful (1)

    "Great Call Center to work at"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Support Representative in Austin, TX
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Vrbo full-time

    Pros

    -Great Medical and Dental Benefits and amount that has to be paid by employee is a good price -401 K -Amazing Staff including higher ups -Great Pay -Open Door Policy -Provides snacks, drinks, and coffee -Outings and celebration activities for holidays -Paid Vacations - PTO time -Discounts with metro service -Consistently changing -5 x 8 or 4 x 10 schedules

    Cons

    -Call center environment. It can be extremely stressful and fast pace if you're not use to it. -Consistently changing (if you are not the person who likes change) -Not enough down time to recollect yourself

  9. Helpful (2)

    "Great company"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
     
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Vrbo

    Pros

    This company really cares about its employees. There are great benefits and the buildings and facilities are really nice! The new office they built has a gym and all offices have really nice kitchens and they provide free snacks and cofee. The heads of the company do a great job of keeping people at levels informed of what is going on with the company and do a lot to get everyone together at corporate events.

    Cons

    Specifically in the call center for customer support- there is not a lot of support when dealing with angry customers. There is so much information to learn when you start and it is hard to know everything and then when someone asks for a manager it is really difficult to get someone who will take the call.

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  10. Helpful (1)

    "Great Company"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Support Representative in Austin, TX
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    Great fun company to work for.

    Cons

    Call Center Agents should get paid more. Must have good communication skills for this job and be service oriented. Most customers are old and technology illiterate.

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Found 11 reviews
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