Asurion FAQ

All answers shown come directly from Asurion Reviews and are not edited or altered.

43 English questions out of 43

23 August 2019

What is health insurance like at Asurion?

Pros

Good pay Good health insurance and benifits

Cons

Micromanaging Very difficult and strict attendance policy Burn Out happens with many people who have been with company long Rare to have advancement opportunities

Advice to Management

Change attendance policy and stop making service advisors feel like criminals for having small life emergencies.

Good health insurance and benifits

23 August 2019

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29 April 2019

Does Asurion offer sponsored degrees?

Pros

The offer tuition reimbursement, able to make bonus for performance, small work team, great communication

Cons

The employment process is a bit difficult, I feel it could have been handled it little more effectively, it was more or less rushed

Advice to Management

Understand that this candidate really want to work, and work with them. Nobody is perfect but if you see that this candidate is trying to make a difference allow them too.

The offer tuition reimbursement, able to make bonus for performance, small work team, great communication

29 April 2019

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15 July 2020

Does Asurion offer an employee assistance or workplace counselling program?

Pros

Average pay (bi-weekly on Friday next pay date 7.17.20) Flexible scheduling through an app Occasional swag provided Benefits medical/dental/vision/FSA/EAP/401k EAP – 16 free therapy sessions for you, your partner, and household dependents / work & life services

Cons

Con’s Pay - your paychecks will probably be wrong on a very consistent basis and anytime a payroll adjustment is required they drag their feet. Also you will have to choose to get your discrepancy on either a payroll card which can mess up your normal direct deposit or you have to wait until next payday to have the funds sent to your bank. Scheduling – You bid for a schedule once a year if you do not like your schedule tough luck. You can slide your schedule sometimes if you do it far enough in advance but if your coach doesn’t like you they will schedule meetings that you’ll never actually have just so that you cant slide because if you have anything scheduled you cant move. Benefits – employee paid portion is very hefty (ex: I am single w/no kids I pay $220 bi-weekly) Meetings – You are advised and promised that you will have regular coaching and development sessions to talk about how you are doing and what your career plans are and how to get there. Your coaching sessions are scheduled and cancelled every single week because the turnover rate is so high and we’re so busy they cant afford to let you off of the hone for 15 minutes a week to talk to you about how you’re doing. HOWEVER, if a customer gives you a bad rating even for something that wasn’t your fault (example: cx had a bad experience in the store they leave a verbatim about their store experience) you will get a 10 minute coaching session so that you can be reprimanded because their experience with you wasn’t enough to remedy the poor experience the cx had in store so you’re a bad expert. Those sessions are never cancelled. If you need to speak to your coach, manager or HR good luck getting time scheduled to have those conversations you will have to come in before or stay after work (unpaid) or get reprimanded for dipping into your adherence. Programs – All of the programs that you are promised are available for your career growth are non-existent or a lie. I have been attempting to get into the Bachelor of Technology program for 12 months I was supposedly on the waitlist six months later I was told it was being revamped then six months later I was told since call volume is so high the program is currently not available because training and elective programs cannot be scheduled. Peer Advisor is closed, and I just found out not available to WAH experts because you cannot side-by-side while working at home. However, I have in writing from an Ops Manager before I transitioned to WAH that PA was absolutely a possibility and if I was already working on it then the transition would be super easy after coming to the WAH space. Also, Asurion keeps hiring external coaches but have the Coach Apprentice program closed and are not accepting applicants from internal employees for Coach roles at this time. You wont ever be able to attend any ERG meetings because they always happen while you’re working and it is IMPOSSIBLE to get PTO or VTO to get an hour to attend a meeting so just don’t join because it isn’t worth the effort.

Advice to Management

Get Rid of Sales! We agreed to be Technical Support Reps NOT Salespeople!!! I think it is especially important for job seekers to read reviews from people that are DOING the job and not just job descriptions recruiters post. Recruiters will package you an offer that sounds SO GOOD just to get you to sign on the dotted line for a job that you will NOT be doing. I am a current Asurion employee and have been with the company over 1 year. However, I am actively seeking other opportunities (like most of the frontline employees here). Working for Asurion has its pros and cons like any other company. But as a front-line expert I would honestly say its cons double and maybe even triple its pros. The company itself has fundamentally good values on paper but those values do not always translate to the expert experience. Example: An employee tests positive for COVID and is required to take time off due to being extremely ill. Employee Solutions/HR advises you will be paid 100% of your salary to cover the time you miss. GREAT!? Wrong. They will make you go through weeks of paperwork and multiple departments just to get approved. THEN…When you are finally paid it is not for your scheduled and normal work hours no. They backdate the average to the first 75 days of the year. Please note the reason this is especially IMPORTANT is because Asurion was so overstaffed in the beginning of the year that they were asking, begging, and literally paying people $150.00 a week to take VTO (voluntary time off) for days, weeks, and months at a time. What that translates to is if you participated in any VTO (which can be forced upon you because your supervisor can submit a VTO request on your behalf) then the average of hours you are paid for even if you’re working 40-60 hour weeks now is based off of the hours in which they were begging and forcing people to go and stay home because they were overstaffed. If you are a full-time employee that works 40 hours a week and have to take time off due to the current pandemic you might be paid half of your hours at best even though they tell you in writing that you will be paid 100% for time missed. Then they make you feel stupid because you did not understand, and it was not explained and now you are bothering them because you feel you were paid incorrectly. Additionally, … You remember that amazing VTO thing I mentioned a few lines back and about how overstaffed we were. Yeah that is no longer a thing. The turnover rate here is extremely high because of how poorly experts are treated. So as a result, we have currently been working a minimum of 3 hours of MANDATORY OVERTIME every single week since April. On June 2nd all experts received an email where we were thanked so much for all of our hard work and sacrifice and advised that we would no longer be MANDATED to work 3 hours of overtime but only 2 hours a week and for just a couple more weeks because 22 new hire classes were starting. That 2-hour mandate lasted for exactly one week. The following week without notice we were required to work 3 hours of MANDATORY OT again. Also, if you do not schedule your mandatory OT yourself, they add it for you in the most inconvenient time slot possible because again you’re bothering them by making someone else work to add it for you. However, I digress. Let’s get into the nitty gritty. As you have probably read this job is advertised as being a TECHNICAL SUPPORT REPRESENTATIVE. As of today, and for at east the last 365 days, as this was the exact job description that I applied to and was hired for over 1 year ago. You may think you are going to be a technical support representative mixed in with a bit of customer service. That would be your first incorrect assumption of this job. This job has transitioned into a SALES job. Yes, you read correctly. As a technical support representative for Asurion you are actually a salesman and you will be held very accountable for these sales metrics. It does not matter if your caller was misdirected, if you are unable to resolve their issue or even if they are calling to cancel service you are REQUIRED to attempt to sell them Verizon Protect Home. If you do not you have the possibility of being written up. Yes, you read that correctly. Sales is your job and failure to do so results in corrective action no matter the circumstance behind it. Quick note on your basic metrics and the bare minimum you are expected to adhere to because failure to maintain these minimums will result in corrective action: Customer Experience <80.00 / Resolution <45.00 / SP100 (SALES per 100 calls) <5.5 / CRT >1167 / Adherence <85% / Absenteeism >5%. That is right sales are so important to them that they have integrated multiple metrics for it. So, remember how I said this is no longer a technical support job but a sales job? They have literally taken sales so seriously that the company has adopted and launched a new PPX (pay per experience) model in which you are not paid by the hour but paid by each RESOLVED call and sale. Asurion has allowed experts to opt into but it has been filtered down that this will be adopted enterprise wide for frontline expert’s year or two. Meaning when customers call in if you are not personally responsible for the resolution of their call: transfers, call back, dropped calls no matter how much time you spent on the clock working with this customer you will not be paid for that call because you did not resolve. If you are not a stellar salesperson when you reach out for help it is likely someone in your leadership organization will tell you “well this isn’t the job for you.” All in all I started 15 months ago in a class of 24 we are currently 6 people left (even our trainer is no longer here) and 5 of the 6 people in that group are all actively and aggressively seeking other opportunities the 6th person is currently on leave of absence and has told us they have no intent on returning. My family member worked here 3 years before referring me and has also separated from the company. If you NEED a job you can absolutely get hired here be paid decently for 6 to 10 weeks of training while looking for another job and work this short term because trust me you won’t want to stay here long. However, if you are looking for a job with stability, growth, opportunity, and longevity this is not the space for you look elsewhere. This is not a negative review it is an honest review of my overall general working experience. If you want to know the negative I could writ a book about the DOZENS of terrible experiences I've personally had in my tenure including being belittled and humiliated by Supervisors, being racially discriminated against with no recourse, denied leave for bereavement, receiving corrective action for absences due to COVID after I was forced to terminate my short term disability claim in order to receive pandemic pay and then being shorted pay for a policy that was not explained to me. I have all the receipts, emails, text messages, phone logs to verify those experiences and nobody can change my experience. Say no to Asurion.

EAP – 16 free therapy sessions for you, your partner, and household dependents / work & life services

15 July 2020

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17 March 2019

Does Asurion offer unlimited holiday?

Pros

The unlimited PTO policy is actually unlimited, and all the people who work here are very friendly

Cons

The pay is a little bit less than standard for the Bay Area, so expect to not have a great quality of life living anywhere in the bay.

Advice to Management

I often hear that its hard to attract talent to Asurion here in San Mateo. If the pay was more competitive with other companies in the area, I bet that would help alleviate that

The unlimited PTO policy is actually unlimited, and all the people who work here are very friendly

17 March 2019

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17 October 2019

Does Asurion offer disability insurance?

Pros

Voluntary time off and over time when available. Access to a decent employee lounge and arcade. Supervisors are all about personal growth of the individual and advancement.

Cons

Their management companies for things like leave of absence and short term disability are absolutely atrocious.

Advice to Management

Never used sedgwicks management again.

Their management companies for things like leave of absence and short term disability are absolutely atrocious.

17 October 2019

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43 English questions out of 43