Mediocre management, sub-par customer service - Roadside Assistance Agero Employee Review

Poor customer service for customer - the system is a stacked deck as far as service providers. Dispatchers have to call several out of area service providers because of their label in the system before calling nearby service providers, ultimately delaying service to the customer. The web-based dispatch system fails to populate pertinent job details for service providers, resulting in failed service calls and delayed wait time. The call system is feast or famine - back to back calls or 2-3 calls an hour. The training is minimal and inadequate. Additional skilling will be forced upon you for no additional pay. You will not be rewarded for having good customer service. You will be penalized if you are not logged in and available at all times, although they provide infrequent and inadequate breaks. They will guilt you about leaving customers waiting for help, however their systems have obvious failings that consistently result in delayed response and assistance to customer request. The requirement for people to run so many programs on their computers at once leads to a computer becoming overloaded and locking up, programs crashing, interference on audio due to computer processing information and other problems. There’s several examples of these points and now listed by other current and former employees.