Pros
Environment, expanding market region, job security
Cons
The work load is unreasonable, you are required to handle roll-off rentals ($8 commission), payments, missed pickups, account cancels, new customers, dispatch communications, bulk pick up orders, extra pickups, commercial requests, seasonal holds. Every city had their own rules and pricing, lists of allowed items or practices, every division has different contacts and procedures. No call is able to be done and handled while the caller is on the line. Every task is very tedious and they used multiple systems to do one task. Example: seasonal holds- document customers main account, use proper coding for pricing and dates, alert drivers of pause/start, send a "case" so another department can do an unknown task, put in a post dated call back for when they may return or pause, adjust the coding on their account to stop billing, advise customer- of bill and procedures for bins to be picked up if needed. It's alot, and your "numbers" are everything like most call centers, but impossible to manage. You have constant eyes on you and your accounts you touch. Even if you think you are following the manual, someone will tell you that you did something "wrong" or documented incorrectly. There is always something to nit-pick and micromanage. Some people work remote and some in other locations with the headquarters in Vermont. They want you to lie about your location to seem more local and close by to the customer. The policies are vague. Training seems extensive but it's not, it's just about being watched until they think you can do it with their "unwritten rules" and preferences not being broken. The fact that they are greedy to aquire the little man companies in states is causing alot of system issues. They cannot keep up with the technology and use archaic systems as a universal base. Usually during an acquisition, information of the customers is not correctly added or missing- so customers cannot be informed of route changes and important updates. Customers are not happy about pricing and have no choice in the matter since they absolutely need waste removal. This company is all about acquiring more and getting money, not about treating their employees with respect and trusting they are doing the job. For the amount of work they put on the generalized "customers service" the pay should be more than $18/hr. They should have more departments and ways to handle things. Even when you call its press a button to rent a dumpster, or pay your bill- all others stay on the line. That's it. So you end up getting calls you were not trained on, and you are expected to handle it blindly. The simple task of setting up a new customer- takes at least 15 minutes or could take days. Nothing is simple. The "support" is only reachable via instant messaging and they may not even respond. Being unclear about how to do something, is always heard by the customer. Nothing is clear on what to do, you end up frustrated and riddled with anxiety trying to do your best and knowing it's never going to be enough. It doesn't feel good to be just a number. You cannot have a multimillion dollar company and run it like a mom and pop shop. Disorganized organizations don't make for a good workplace or happy customers.