You’ll learn the whole business, whether you planned to or not - Customer Service Representative (CSR) Berkley Employee Review

Manufacturing now in-house: Bringing manufacturing in-house with the new Nashville plant is a huge win—faster lead times, better control, and stronger quality. Bob Gonzalez, the GM, runs a tight, professional operation. He’s highly respected and sets a great tone for the team. Huge ownership mindset: You’re empowered to take full responsibility While no micromanagement, you will have eyes on your quality of work. Leadership encourages experimentation as the company hones SOPs and best practices, so you’re directly shaping how things get done. Comfortable with ambiguity: If you’re okay with some of the “grey” and evolving processes, this is a great fit. As the business grows, frameworks are emerging, but you need to stay adaptable. Vocal, active CEO & monthly town halls: The CEO leads with transparency - monthly town halls share company financials, strategic initiatives, and open Q&A. It really makes you feel in the loop. Dynamic process refinement: You’ll see teams continuously tweaking workflows, refining tools, and standardizing operations as the company scales. Strong peer support: Many managers are excellent, dedicated and supportive, helping team members own projects and grow.

Inconsistent management quality: CEO leadership is strong at the top, but some middle managers, especially in certain teams like Rogers, lack the communication skills to properly develop their teams. Coaching and accountability need to improve in those areas. Changing processes can be frustrating: Because the company is still standardizing best practices, SOPs can shift quickly. If you're not flexible or can't adapt to change, you'll struggle here. Minimal hand-holding: Berkley expects a high level of autonomy. There’s not always a clear roadmap, especially in newer roles or departments, so you need to be proactive and resourceful. Fast pace, high expectations: This is not a place to coast. The environment moves quickly, and performance expectations are high. If you're not wired for urgency, the pace can feel overwhelming. Limited formal training: While you learn a lot on the job and from peers, formal training programs are still being built out. If you're coming from a corporate environment with lots of structure, the transition can be jarring. Communication gaps between departments: As the company scales, alignment between teams (operations, accounting, sales, etc.) isn't always tight. There’s active effort to improve this, but silos still exist.

Berkley is an entrepreneurial, fast-paced environment that feels like the Wild West. If you thrive on challenges, enjoy being part of growth, and love to take ownership, this is the place for you. There are endless opportunities to learn and grow, and you’ll gain skills and experiences here that are hard to find in more traditional corporate environments. Senior management is committed to the company’s growth and is actively investing in tools and resources to support managers and employees during this exciting phase. It’s incredibly rewarding to be part of a company that’s evolving and building something impactful from the ground up but not for everyone.

At the same time, some managers are stronger than others, so your experience may vary depending on your team. The company recently hired over 20 people to gear up for growth, and while that’s exciting, it has also brought challenges. Adjusting to this rapid expansion hasn’t been seamless, and there’s still work to be done. Growth can be painful, and Berkley expects a lot from its employees. If you’re not someone who enjoys wearing multiple hats and taking on responsibilities outside of your usual scope, this may not be the right fit. If you’re used to a structured, corporate environment with defined roles and processes, you might struggle here.