Working at Asurion in Kansas City, MO: 5 Employee Job Reviews by Real Employee working in Kansas City, MO Area

"There is a reason I left a job I used to love."

What do you like about working at Asurion?

"The role that I initially hired on for was to lead, coach, and develop our front-line talent. I have performed similar roles in other organizations - I love it, and I have a natural affinity for it. That role at Asurion is a false-front - the reality is very very different."

Do you have any tips for others interviewing with this company?

"RUN - you would honestly make just about the same working at Burger King or McDonalds and have far less stress, be more appreciated, and treated more humanely."

What don't you like about working at Asurion?

"I do not like being told who, when, and for how long I can speak with/coach/mentor my reports. I do not like being told who, when, and what to discipline. I do not like that a team meeting does not include my team, but only those few members that Workforce has determined can be spared without eliminating the opportunity to cut hours by offering voluntary time off. I do not like being told what my direct reports performance review is and then left to deliver it. I do not like spending 30% of my day taking escalations that we have a specific department for. The reality is that at Asurion, the title of Supervisor means nothing. You have no authority, no leeway, no opportunity to use your strengths - even your coaching meetings with your team are monitored and GRADED by another. When dealing with customers, you have no authority or resources over and above the front-line support to resolve customer concerns. The title allows them to claim us as exempt employees, meaning that they don't have to pay us overtime - however we work 15 - 20 hours a week outside of our shift not in preparation - but simply in order to meet the mandated tasks of our role that we can't do during our shift because we're doing someone else's work. You MUST monitor and grade 60 calls each month. You must spend 30 minutes per week with each agent - even if they cancel your coachings sessions to meet service levels. You must attend every meeting they drop into your schedule with 2 hours notice no matter what else doesn't get done."

What suggestions do you have for management?

"It wouldn't matter - they've been given feedback - bottom line is they don't care. If I thought they would listen - I would suggest they review their own core values - particularly the We are One Team and We act with Integrity ones... because those are just words they use when they want to call you out for something - but which they don't live by."

"Poor - in fact, very poor."

What do you like about working at Asurion?

"I like that my shift is steady for several months at a time, so that I am able to plan and lead at least a partial family life outside of work. I like the concept of the service Asurion offers - it has great value and great potential - but the reality isn't living up to it."

Do you have any tips for others interviewing with this company?

"I suggest going online and reading reviews - there are many available. If you are applying for an upper level position, you may be fine - but if you apply to work the Call Center itself - watch out - the job is not at all what it was suggested to be. I am only 1 of over 100 reps for my particular line - I get at least 15 abusive calls a day, and from those I've talked to - they do as well. Since we average 40 or so calls a day - that's just barely under half of all customers, which is not a good ratio."

What don't you like about working at Asurion?

"Poorly prepared coming out of training. Frequent Supervisor changes, unable to build a relationship of truly work with one towards improvement - moved around every 2 - 3 months. Very poor IT and Support Departments. Systems are glitchy, slow, only partially function, and down completely more than half the time. Tools and resources are confusing, unclear, not user friendly, and also frequently not working. Meetings, coachings, development, training frequently cancelled and not rescheduled due to system or staffing issues - if not, then Supervisor can't do meeting because they're busy taking an escalated call that we are supposed to have a dept. to handle. More and more being added daily, with nothing taken away - metrics are virtually impossible to hit based on all of the above. Micromanaged to the point that your sincere statements are judged by others for if they felt they were sincere enough - the tone of your voice is judged by someone else for was it too loud, too soft, alert enough, energetic enough, sincere enough. Conversations with Supervisor are often monitored so I can't even speak freely with them. Given training, surveys etc. that are mandatory - but not given time to do them, and not permitted to perform any work related task outside of approved hours, so when do they get done. Then punished when they don't."

What suggestions do you have for management?

"Your people are so stressed that they are making themselves sick. Performance would actually probably be better if they weren't feeling this way - people have to feel motivated, not scared to perform well. Action plans if 1 month missed, job in danger is 2 months missed, even by a small amount - goals are unrealistic and punitive - even customers complain about it. The level of abuse we are required to endure from customers and clients creates a hostile working environment. If you have this many escalations - you are doing something wrong. Educate your customers and clients - most don't even know what the program is, although they bought it - have never seen their terms. If your polices and procedures are adding to the escalations - they need to be looked at. Let your support depts. do their job, and let the supervisor do theirs - I need to know that my supervisor is there for me."

What do you like about working at Asurion?

"Company has wonderful people, some valid community service programs, stability and strong growth potential."

Do you have any tips for others interviewing with this company?

"When asking about benefits and holidays - ask how and when they can be taken. Ask about the programs in use, the stability of them, and roadblocks to success. Ask about support networks, and mostly, ask about the frequency and quality of your review periods with you manager/supervisor."

What don't you like about working at Asurion?

"Services offered in poorly communicated, misrepresented, and deceiving. Resources provided to do the work are unstable and frequently down. Lack of functioning tools, clean, consistent processes, and support hamper ability to meat performance goals that are unreasonable under current circumstances. Feedback, trainings, personal development frequently cancelled or shortened due to to system issues, or lack of support and staff to manage. Company is still, after 15 years unable to properly forecast and are either sending staff home for no work, or more frequently - harassing to death for more and more and more hours. Vacation hours are earned on accrued balances, but can rarely be taken as requested due to staffing, systems, and poor planning."

What suggestions do you have for management?

"Your front line and support people are your most important resource. Without them, you have no one to serve your customers, to be the face of the company, and to bolster your reputation and standing. We are people. We are loyal, we work hard, we give a lot. But we are not machines. We have feelings, we have fears, and we have families."

"They are closing their Kansas City office and letting everyone go who was working on the Intelliset program."

What do you like about working at Asurion?

"The ability to work from home was helpful, especially after pulling some 36 hr work days."

Do you have any tips for others interviewing with this company?

"It's a panel interview, know your stuff."

What don't you like about working at Asurion?

"36 hour workdays every other week. I mean 36 hrs straight."

What suggestions do you have for management?

"Why hire offshore developers when everyone in the company will work harder and have less defects."

"Position was relocated to TN."

What do you like about working at Asurion?

"The chance to work on and develop my analytical skills."

What don't you like about working at Asurion?

"Position was streamlined to the corporate office."