Enablx Reviews

I worked at Enablx from December 2018 to about July 2019. As a college graduate, this is by far one of the most grim/depressing/insidious environments I have ever worked in. The hiring manager’s enthusiasm initially makes it seem like this is a great place to work. Benefits are okay if you can afford to pay in but that is not the issue. Jim Riff, the owner at the time I was employed there, is a staunch Trump supporter who often would engage in political commentary with the employees and this often made it very uncomfortable for those who do not have the same values. As long as you act like he is likable you have no problem - but you can tell through his demeanor that his “sincerity" is only genuine to the extent that you do as he and the company wants. Gets extremely nasty when he does not like something and will even talk about you to other managers right in front of your face or just far away but close enough for you to see his eyes beaming at you - he likes to make it known that he has a problem with you or another employee if it means trying to “set you straight” or fire you. Enablx customer support mainly focuses on trouble shooting gas and electric water heaters for companies like Rheem, Ruud, GE. The training was extremely watered down and lasted for a few days before you were put on the phones. They barely provide work packets or any material for you to study. They had a troubleshooting guidelines program on the computer that you would have to follow step by step to help the caller over the phone. But just imagine barely understanding the physics and technical aspects of how a water heater works and then being put on the phones to take calls that could potentially put a client in harms way. Now imagine having to do that and having a plumber/technician of 30 years calling in for support or to order parts and realizing you are badly trained and calling you out on it. Now imagine the technician in the field asks for certain parts and you have to tell him no because - to the best of your knowledge, thats may not be the part thats needed… or it is.. but because of the guidelines you have to force them to try out different parts before the correct one is sent out. Meanwhile if the unit is no longer under warranty, the customer has to deal with the cost of all those parts and service calls. There were many times where the customer or tech knew what the issue was but had to jump through unnecessary hoops and escalate calls to supervisors just to get the right parts because you have to follow a guideline that barely gives you flexibility on your level. And when you ask your managers for assistance some of them don’t even know because they weren’t trained properly either or I’ve you a hard time because they don’t want to deal with it. The company’s break policy needs to be revised and quite frankly should be investigated. If you work full time through the progression of the day, you are provided a 10 minute break, then a 5, then your 30 minute lunch, another 10, and 5 to finish out he day. The breaks are assigned through an automated system based on call volume and staffing for that day. However the breaks would often be spread so unevenly it made it difficult to take them as assigned, especially when dealing with varying times spent on each call i.e. one day you can have your first break only an hour after coming in, other days you would have to wait 2.5 hours for your first break depending on how the system made its calculations. This can happen with any of the breaks including lunch. Sometimes you would have your second 10 minute break only an hour after lunch and it just makes no sense that way as the gaps between these breaks could be anywhere from an hour to 2.5 hours. Nothing was ever consistent in that regard. I tried to speak to management several times to state that we are not robots. There comes time when a person needs to be in the bathroom for longer than usual. They may have a bad stomach/runs, etc. —What made this worse is that because it is a call center, they keep track of your breaks and if you are taking them on time. If call volume is high and you couldn’t take a breaks when scheduled, supervisors often would get annoyed and try to call you out as being incompetent. I also found it odd that a lot of their logic in terms of how they troubleshoot and decided what needed to be done was changed almost every month. You would have to learn or forget something you ere just told to start doing a month before, a week before, etc. Complaints from customers and even other employees often came from this as it made it very hard to set and achieve certain expectations when the rules were flipped over and over. Thats not even the worst part. — The company has a policy that if you go over on a break time, they can subtract that time from your other breaks and they made it a habit of harassing you to give up other breaks to “give back to the team.” What caused issues for me is that not only do they aggravate you for not taking the breaks on time, but then claim you for “abusing the break times” yet their tracking system had an issue where it sometimes would change your status after a call and make it seem like you were on a break, or not at your desk even when you were. There were many times where I got off a call, and put myself on “break” but for some reason it would have me listed as available and calls would be coming in and i'm not even at the desk. Other times you are on calls but the status states you are on “break." I really had an issue with this and when I confronted the main manager Ryan and supervisor Daniel about it they never really tried to fix it. I tried to speak to management several times to state that we are not robots. There comes time when a person needs to be in the bathroom for longer than usual. They may have a bad stomach/runs, etc. For example, if you were on your first 10 minute break but had to use the bathroom for a while, and went over the break time by 5 minutes, they would subtract that break time from your next break. This essentially means you would not have the next 5 minute break or you next 10 minute break would be cut in half. This would create a snowball affect where if you urgently needed to use the bathroom and had no break available, they would keep taking away more and more time from you - and then harass you about making it up. So there would be days where some employees would only have their lunch and maybe a 10 minute break for a whole 8 hour shift! If you didn’t sacrifice your break or cut your lunch short voluntarily, they would harass you to give the time back to the company. On a personal note, I applied to be a regular call agent. However during my interview they found through my resume that I spoke French and asked if I could do bilingual French-Canadian calls. I declined as they are not willing to pay more for this and I emphases I applied for a regular position, not bilingual - to which they had initially accepted. However, when I started working on the phones they would purposely transfer the calls in the French queue to me - and because I have a French name, the caller would immediately start speaking in French. This would put me in a position where I was technically forced to take the call as I didn’t want be rude to the customer or be called out for avoiding calls. I had to pull teeth to get them to take me off the queue but they continued to harass me about it. Eventually I folded and started to do the calls but realized that Enablx barely had infrastructure to allow me to do the job properly. There was no supervisor for French calls, no billing department that handled French calls, and so forth. If a French-Canadian caller wanted to speak to a supervisor or any other department, I would have to play translator..for all those other departments. So at the end of the day instead of troubleshooting the water heaters like we did on the USA side, half of the time they would just tell me to let the customer return the heater because they didn't want to deal with it. There were only two agents (included myself) that spoke French and we had to bear the responsibility of doing all that extra work because no one else spoke French. On top of that the guidelines they had for troubleshooting in French were extremely limited and watered down to the point it made it extremely difficult to get the customers the service/assistance they needed. This was really what made me start to hate working there above everything else. We were set up for failure, they were unwilling to pay more, and they even asked me to add and translate some of the English material and put it into French all on the half promise of being rewarded for my contributions in the future. Yet I was aware that anyone that ever contributed in the past was never really rewarded and often left the company asa result. Just empty promises to get you to do more work. Another thing I did not like was that many of the employees there were dating each other. And there were a lot of breakups that were gossiped about. What made it even worse was they would date ANOTHER person in the facility and that would only aggravate the drama. I cannot prove it but I witnessed a supervisor use his position to indirectly threaten a worker who happened to like the same girl he was trying to date. The company had many policies that created so much inconsistencies! The dress code was never followed, many people including managers didn’t listen to it, but then sent you emails about following dress code…managers/supervisors would come in wearing sandals, Giants shirts, and at the same time email people for not following rules. Certain people were given favoritism and second chances for things others would do and get penalized or fired for. This place is not for everyone. Employee morale was often tested to the extremes.