Cute Place to Work/ Needs More Improvement - Customer Service Maisonette Employee Review

Customer Service seems to get the short end of the stick when a less favorable change is made in the company. And it is always followed up with ‘for the betterment of the company’ and they mention that we have it easier than other companies. But they fail to mention that other companies actually have a chain of escalation. It usually starts and unfortunately ends with customer service at Maisonette. Their processes needs better execution . They focus so much on managing call volume that they don’t acknowledge how overwhelmed the employees can get. Every call received, depending on the call, has to be followed up with sometimes up to 1-3 different summary forms and they expect us to fill them out while either on the phone with the customer or within the 90 seconds wrap up. We are dealing with busy parents/grandparents that do not want to stay on the phone while we are filling out paperwork. They need more managers/supervisors available to take over problems that the associates are unable to solve with the customers. Currently there is only one manager and one team lead and they are always busy so if we have a difficult customer or situation on the phone, we usually have to try deescalate the problem by any means necessary to get them off the phone as the managers are frequently unavailable to help us. It seems like everyone is trying to keep their heads above water and relying others to help them keep afloat. Whenever we give feedback it’s usually met with “we are a startup” as a excuse.