Meh - Customer Service Representative Liberty Utilities Employee Review

Good employment benefits Pleasant and knowledgeable employees to work with

Growing pains (medium size company)

Best pay in town for non-labor work, decent benefits

Micromanagement, staff handling over 3k calls per day, often 50-75 each. Every. Single. Day. Incredible decline over the last 2 years. Less staff, no internal movement, more calls because theres more mistakes. Union contract says no mandated overtime except emergency. Company considers our service levels to be "more serious than a hurricaine" according to the CAO in a teams meeting early this year, so every day is an emergency. calls waiting at the end of the day and were required to clear the queue even though theres staff scheduled later, but management is out the door right on time and leaves the late staff high and dry. They ask for more while giving less. Information is inconsistent and hard to find, customers get mad and mean. Its very common to spend 20 minutes on a call being screamed at by the customer. We are not allowed to terminate the call, and management rarely takes them as escalation. Customers wait for call backs that never come. We treat utilities like something earned, not a necessary human resource. Recently lots of union complains due to contract violation and overstep. Im scared to even post this. Pretty sure there will be retribution if they know who it is.