Great people, chaotic structure, and training that feels like a choose-your-own-adventure gone wrong
Review: Where to start. Most of management is actually great — Itala, Towanda, Tonya, Michelle, Renee, and a few others genuinely try to make the place better. The hiring staff and trainers, however, are hit-or-miss. You’ll hear five different answers to one question, and if you follow the wrong one, the mistake is somehow your fault. Training: They call it “training,” but it’s mostly “read this, watch that, take a test.” If you don’t understand something, you’re expected to figure it out on the fly on systems that make old Commodore's blush. Compared to other companies I’ve worked for, it’s slightly better — but still far from ideal. The Kennedy Quest: An absolute nightmare. You’re expected to ask 80 questions on every call to sound “personal,” even when the person on the other end clearly doesn’t want to talk. During the California wildfires, I had to ask people a long list of questions before I could even tell them we were booked. Nothing says “customer care” like a questionnaire in a crisis. The worst part? Their entire call script is built around “showing empathy,” but if you actually do show empathy and go off-script, you get marked down for it. Apparently, compassion is only acceptable when it’s pre-approved. Same goes with their version of the 'truth.' Overall thoughts: Working from home is a definite plus. The job itself swings between “easy money” and “how is this company still operating?” The team leads are often cool, though occasionally inconsistent. The warning and write-up policies feel like they were invented by a peacock with a concussion, but hey, that’s corporate life. Ratings: People: 3.5 to 4 out of 5, depending on who you get. Some deserve a solid 10, others dive deep into the negatives. Job: 4 out of 5 when you aren’t being blamed for someone else’s misinformation or punished for actually helping customers. Company: The owner, John, seems nice, though I never spoke to him personally. The company’s intentions seem good, but the execution often misses the mark by the equator. Would I work there again? Probably not. The turnover in 2023 was understandable — by 2025, it feels like you’re just a voice behind a phone line for a company that calls you “family” but wouldn’t recognize you on the sidewalk. Still, I genuinely wish the good ones there all the best. Final advice: If you apply, remember this rule: if you can survive training and the 90-day trial period, you’ll still just be a voice to them. Otherwise, good luck with your job search, and don’t forget to floss.
By M L.