Asurion Employee Job Reviews in the United States

"Average. There is so much more potential than is being lived up to."

What do you like about working at Asurion?

"People I work with are great, dedicated, skilled, fun. We work well together under pressure and somehow get a disorganized mess sorted out and the job done."

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

"Ask questions - lots and lots of questions. This is very fast-paced, constantly changing (often with no reason) environment. If you don't enjoy stress - it may not be for you as it is chaotic, disorganized, micro-managed, and yet poorly supported."

What don't you like about working at Asurion?

"Micro-managed. Unstable systems. Instability has lasted more than 3 years and places a high level of stress and burnout."

What suggestions do you have for management?

"They need to come out of their offices and spend time interacting with their workers - seeing what the day-to-day is really like. They are very out-of-touch."

"Surprisingly poor, given the reputation, size, and age of the business."

What do you like about working at Asurion?

"I work from home and am able to save on commuting, fuel, cafeteria, and time away from my own family. I like not having to have an elaborate wardrobe, and being able to leave work and be at home with my family when the day is done."

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

"If you need a job, are desperate, and out of options - then go for it - benefits are decent, and it's a paycheck. If you are looking for a long-term position - don't bother, it's not worth it."

What don't you like about working at Asurion?

"Morale is very low due to a number of things.... constant pressure, ever-changing goals, new policies, procedures, and goals every day. I don't like having another person sit in on my coaching sessions with my Supervisor - this should be my time to talk about my concerns, not feel nervous and on-guard because the session is being scored on a scorecard. The ever-changing environment, there is not enough support, training, and learning curve time to be successful. Their Help Desk personnel are virtually useless, and their systems are ancient, unstable, and unreliable - they are not up to the tasks we need to do."

What suggestions do you have for management?

"Those of us on the call floor are your business. We are the face of Asurion, and we are the face of the Client. Constantly demoralizing us, failing to provide adequate tools and resources, and constantly changing processes, targets, etc. creates an insecure, unstable environment I don't know how many people you lost last month alone - but I know it was a lot - there were new names missing every single day."

What do you like about working at Asurion?

"I am in charge of my day and my work environment."

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

"Go into a field that pays real good and get the pay that you want when you are first hired."

What don't you like about working at Asurion?

"In my position it is hard to get a promotion. The hours are too long."

What suggestions do you have for management?

"Have more training and communication especially when it comes to Information Technology."

"Unfortunate, Ashamed, Uncomfortable."

What do you like about working at Asurion?

"Asurion talks a good talk. They are very good at putting on an encouraging, sunny, positive outlook, unfortunately they do not always walk the walk, and the public portrayal is not in alignment with the truth."

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

"I would give it very careful consideration. Research, consider your options, and be very, very prepared to be nothing more than a number. Their favorite expression is literally bodies in chairs... meaning they don't much care who it is, if they're breathing and can put a body in that seat - they're going to put you there, and then use you until you're plain worn out."

What don't you like about working at Asurion?

"This type of environment is a very performance and results oriented one, however there is a big difference between high expectations and an almost slavery-oriented work environment. Just borderline of the FSLA Laws, in many areas they continue to push the boundaries and deal with it only when they get caught. Many unethical actions, both internally with employees, and externally with customers and clients, sometimes outright deceitful."

What suggestions do you have for management?

"Honesty is the best policy, for one. When you freely admit that your clients are not always aware of your business practices, or that your customers are not voluntarily provided with complete information unless they push for it - you are opening yourself up to a world of trouble. Internally - your employees deserve respect, honesty, ethics, morals, and a productive, but not health-threatening pace of work."

"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."

"Demeaning, Demoralizing, Abusive, Insecure, Stressful, Pathetic."

What do you like about working at Asurion?

"Coworkers are pleasant and friendly, they help the days pass"

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

"If you have any other option - don't do it! Call Centers everywhere are rough - but I've never seen one this bad and I've been doing this work for over 20 years, I've only been here a little over a year and I'll be moving on as soon as possible."

What don't you like about working at Asurion?

"This company needs a reality check. They continue to push for more and more and more, but give nothing. They constantly change goals to make them un-attainable so that they don't have to pay bonuses, they will even change them mid-month with no warning. Their computer systems are pathetic, slow, glitchy, and frequently not working - Help Desk is useless since a 5-year old knows more than they do. I was recently put on an Action Plan giving me 30-days to reduce my call time. I was promised mentoring and coaching by a peer - however 3 weeks later I still have not received because they want good efficiency numbers and would rather send people home without pay than allow them to help others. My most recent meeting with my Supervisor was cancelled because their systems broke down (again), so I didn't get that help either - and then to top it off, AFTER they chose to cancel my meeting - they called me at home on my day off to do my performance review because they had a deadline they had to meet... they are disorganized, don't meet commitments, and treat people like dirt - they care nothing about you or the abuse you take daily from their customers (who have been lied to, misled, misinformed, you name it) - all they care about is that you produce like a machine."

What suggestions do you have for management?

"This is the United States, not some third world country - slavery and sweatshops are outlawed here. Take some of that money you're not paying us and put it into hiring IT people who have half a clue, and systems that work at least 50% of the time. Come out from hiding in your offices and see what we do every day - take some calls - show us how it's done if you think it's so easy!"

"Worst job experience I have ever had."

What do you like about working at Asurion?

"I loved my co-workers. They were pleasant and are the only thing that made that job halfway decent."

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

"Don't do it. Please seek employment elsewhere unless you are so desperate you are willing to give up free will... even then I would rather be unemployed and starve before working for this joke of a company!!"

What don't you like about working at Asurion?

"Where to start... I have had 4 different supervisors in the last 2 months. It was ridiculous. And every supervisor I had spent more time chatting with other supervisors and walking around the call center rather than doing their job. My mother has cancer and I am her caretaker... I had to take time off to take care of her since I had nobody else to help me and they basically told me this job should be more important. If you have to take time off, be prepared for a write up. The write up process goes verbal, written, final or so we were told. I missed a few days to take care of my mother and received a write up. I never received a verbal before that they went straight to the write up, then when I had to miss a day the NEXT month for a funeral I was fired. I never received my final OR my verbal, they wrote me up once then fired me the next time and never gave me the chance to make up the day I missed for the funeral in overtime which I was glad to do. When they fired me I was crying my eyes out while we were waiting on HR to do the final paperwork. There was complete and total disrespect for how upset I was and it was so unprofessional. Then they escorted me to the door and wouldn't allow me to get my things off my desk. They said they would box it up and I could meet the HR rep and get it later. If you meet the completely ridiculous metrics they put on you then you are on top of the world at that job, but the moment you slip up and do one thing wrong you are treated like you are a lower life form. They treat their employees the way they treat their customers... like we are idiots. I don't recommend this job to anyone and I don't recommend even paying for this insurance either, it's a complete and total rip off!!"

What suggestions do you have for management?

"Get up off your lazy butt and do your job. Stop walking around and talking. Just because you get a higher paycheck than me doesn't make me any less of a person, and I think they need to realize that."

"Stressful, performance based, fast paced, micro-managed."

What do you like about working at Asurion?

"Fast-paced, challenging. Good salary, some travel opportunity. Great group of people."

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

"Not really. If you can breathe - form a sentence, and turn on a computer, you'll probably get hired, whether you're right for the job or not, because we can't keep people."

What don't you like about working at Asurion?

"Micro-managed at every possible aspect, which trickles downwards from the VP's to the Director, to us, on to the Supervisor, and finally to the Front-line agents, who are the core of our business. The stress placed on people, and the total lack of control they have leaves them frustrated, helpless, and constantly on edge and insecure. The Bar is raised constantly, while at the same time more and more in the way of expectations is added without the training, tools, resources to do it. Too many different Departments each with their own goals who should be working together, are instead working against each other to further their own goals without regard for the impact on others. The stress we have recently been ordered to pass onwards is an incredible amount of pressure that I'm not sure all will survive. Trying to fight is useless as Directors, VP's, and Senior VP's are not open to hearing anything that doesn't meet their plan."

What suggestions do you have for management?

"First of all - listen to your people- they are the ones doing the work, and in the best position to advise on what works and what doesn't work. Secondly - Management needs to be able to fight for their workers without fear in order to best protect them, maintain morale, and get tasks accomplished in a non-threatening environment. Compensation at the below Manager level is actually quite low for the industry, and for the work they are required to do. Difficult to retain good employees as they tend to move on to higher pay, less stressful positions."

"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."

"Stressful and rarely rewarding environment."

What do you like about working at Asurion?

"To be honest, not very much. I enjoy most of the people I work with, and I love working from home."

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

"Ask question after question, in depth. Get a clear understanding of the expectations and roles, because they are not as described when you apply for them."

What don't you like about working at Asurion?

"Very little support, tools, or resources for meeting the customers needs. Number-oriented (production line atmosphere) with constant pressure to meet. Treatment by customers is poor, degrading, abusive, dehumanizing with no choice but to accept it, in any amount, for however long they want to dish it out. Support Departments and Client Departments - none work together - it is a constant war of us against them."

What suggestions do you have for management?

"You had a good thing going. Along the way you got overly ambitious, overly greedy, and forgot about the people making your business run. Far too many decision makers for anything to actually be agreed on and implemented. Poor communication, poor implementation, lack of follow-through."

"Sinking like a torpedo - further downhill by the moment."

What do you like about working at Asurion?

"Mostly the potential. Asurion has accomplished so much, grown to not just a National, but an Inter-National force, and has almost unlimited potential in what it could potentially accomplish.Majority of people are wonderful - take true in pleasure in them the majority of the time."

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

"Management or Above - go for it. Project Developer - Probably. Front-line or Supporting Staff, think twice. The pressures, expectations, and lack of tools and resources make this a do only if you have no choice role."

What don't you like about working at Asurion?

"Absolutely atrocious technology and systems that are literally down more than up. Lack of urgency to system issues. Failure to provide adequate and even remotely functioning tools and resources to staff. This is not a new, or short-term concern but has been ongoing for the more than 5 years I've been here and are getting worse, not better. Senior Management and Executive Officers are totally out-of-touch with day-to--day operations. Tendency to apply Band-aids to wounds requiring major surgery, but refusal to treat the conditions. Inability to acknowledge and admit to mistakes. Stress levels have increased to unbearable levels and are impacting not only front-line, but Supervisor, Manager levels. Serious increases to FMLA, and longer-duration leaves. Unrealistic pressures. Micromanagement at every possible opportunity up to and including restroom time. Lack of support, training, development. Lack of focus - plans change minute to minute, not just day to day. Very poor communication between depts."

What suggestions do you have for management?

"Your Operational Workers are your business. Without them, you have no one to build those customer and client relationships. Get out of your office and see what they do. Understand what they deal with. Recognize and reduce unnecessary obstacles. Do not, under any circumstances, continue to call your overworked, over-stressed, and under-payed staff into meetings to brag about your profits and newest acquisitions. Since crap rolls downhill - maybe you should blame the person dropping it - not the one on the receiving end."

What do you like about working at Asurion?

"They give me a chance to show off my hard work."

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

"Be prepared for a nice work environment, be prepared for changes."

What don't you like about working at Asurion?

"Changes, the job can change from week to week. but most of the time it's good change."

What suggestions do you have for management?

"Be more aware of every job, even the small jobs."

What do you like about working at Asurion?

"Growing business with tons of opportunities to grow professionally. High expectations but rewarded when you are successful."

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

"Understand the company and what we do. We are private so not as easy as getting an analyst report. Ask people!!!"

What don't you like about working at Asurion?

"The expectations are very high and we keep meeting them, which means the bar keeps going up."

What suggestions do you have for management?

"More communication to the working team. We have lots of successes as a company but don't always hear about them."

What do you like about working at Asurion?

"The atmosphere was great, everyone worked hard to get the job done."

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

"Be honest and know that you will work hard but you will be rewarded for your work."

What don't you like about working at Asurion?

"Not enough opportunities for advancement, did not promote within that often."

What suggestions do you have for management?

"Listen to the workers more, where some of the best ideas come from."