Middling - Customer Service Representative First Advantage Employee Review

We appreciate your feedback. Our Customer Care support is open from 8am – 8pm EST, and we make it clear to our employees, even during the interview phase, that they must be available to work any shifts in between these hours. In addition, we use a workforce management tool to create schedules that take into consideration overall performance, seniority and preference. We always give at least a two week notice period for shift changes and we regularly assign over 80% of our agents their preferred schedules. We do, however, need to also meet our customer’s needs which sometimes results in not everyone getting the schedule they desire. Our schedules are also only changed to meet demands such as high contact volumes, changes in customer arrival patterns, or attrition that creates schedule gaps. We do this to try to provide as much consistency as possible with schedules.