Asurion Reviews | Glassdoor.ca

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Asurion Reviews

Updated 18 January, 2018
1,329 reviews

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3.4
StarStarStarStarStar
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Recommend to a friend
Approve of CEO
Asurion CEO Kevin Taweel
Kevin Taweel
466 Ratings

1,329 Employee Reviews

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Pros
Cons
  • Work/life balance can be an issue if you let it (in 67 reviews)

  • Work schedules no work life balance (in 26 reviews)

More Pros and Cons

  1. "Great experience"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Montreal, QC
    Current Employee - Customer Service Representative in Montreal, QC
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Asurion full-time (More than a year)

    Pros

    Salary is okay, medical/dental benefits are great and only after 3 months. Job is fairly easy

    Cons

    job could be sometimes stressful because of the review process with the customers

    Advice to Management

    keep up the good work and provide more advancement opportunities


  2. "Psychologically tough"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Tech Support Agent in Montreal, QC
    Current Employee - Tech Support Agent in Montreal, QC
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I have been working at Asurion full-time (More than a year)

    Pros

    -Salary above minimum
    -Often have Overtime available
    -Casual dress code
    -Decent benefits & bus pass reimbursed

    Cons

    -Tech support agents don't have access to any remote assistance tools.
    -System is broken and full of bugs and they don't always get resolved like memory leak because "it works if you close the process and re-open it" which can take time and having to put the customer on hold, not allowed to blame system for anything.
    -Hard to get a resolution or answer from product specialists on a certain program. -Often wait a long time to be told to ask someone else, and so does the next and so on and so forth.
    -As previous reviews mentioned, it is hard to get a promotion unless your work becomes also your life
    -High stress environment

    Advice to Management

    Fix system bugs and allow your S.M.A.R.T. CHDs to use remote assistance apps!


  3. "Great Place to Be!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Moncton, NB
    Current Employee - Customer Service Representative in Moncton, NB
    Recommends
    Positive Outlook
    No opinion of CEO

    I have been working at Asurion full-time (Less than a year)

    Pros

    Flexible schedule, options for both overtime and time off. Full benefits after 30 days. Very employee oriented. Lots of incentives. Bonuses. Advancement opportunities. Great coworkers.

    Cons

    Can be very busy at times.


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  5. Helpful (2)

    "Horrible Management"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - CCR in Montreal, QC
    Former Employee - CCR in Montreal, QC
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at Asurion full-time

    Pros

    Casual dress and somewhat flexible schedule.

    Cons

    Favouritism, discrimination, useless HR, management promotes people based on "personality" rather than competence, nothing gets done until a full-blown crisis breaks out.

    Advice to Management

    Resign


  6. "good place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - CCR-technical Support in Montreal, QC
    Current Employee - CCR-technical Support in Montreal, QC
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Asurion full-time (Less than a year)

    Pros

    very good work environment

    Cons

    not flexible schedule
    no work life balance

    Advice to Management

    make more flexible schedules


  7. "Great place to work for. Great call center environment, lots of internal promotions, great benefits and monthly bonus."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Supervisor in Montreal, QC
    Current Employee - Supervisor in Montreal, QC
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Asurion full-time (More than 5 years)

    Pros

    Yearly raise and monthly bonus, opportunity for career development and advance, internal promotions. Peer advisor opportunity

    Cons

    Some department management are too authoritative. Some departement doesn't cooperate, get jealous of each other's work and salary.

    Advice to Management

    Know when to eliminate a bad apple from the good one inside the basket before its too late and loose far more potential good apple and future great apple.


  8. "like the military"

    StarStarStarStarStar
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Asurion full-time

    Pros

    It's a nice big company, they're customer-focused, they have an employee engagement plan, there's a lot of career upside for manager types.

    Cons

    A lot of turnover at the lower levels. Communication is weak because of so many reorganizations. It seem like noone knows how things works.

    Advice to Management

    the heirarchy is like the military. Try to shake it up a little and have hte managers and execs talk to the people on the ground about what's important to them


  9. "Customer Service Representative"

    StarStarStarStarStar
    Current Employee - Customer Service Representative in Moncton, NB
    Current Employee - Customer Service Representative in Moncton, NB

    I have been working at Asurion full-time (More than a year)

    Pros

    Great company, lots of perks, great team atmosphere

    Cons

    Needs more work at home opportunities


  10. "Not amazing but not horrible"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative
    Current Employee - Customer Service Representative
    Recommends
    Neutral Outlook
    No opinion of CEO

    I have been working at Asurion part-time (Less than a year)

    Pros

    Easy day-to-day once you get the hang of it
    Not bad training
    The office atmosphere is not isolating or depressing. You can talk to your fellow employees, read, browse internet or whatever between calls
    Coaches are generally nice
    Great benefits package

    Cons

    A lot of bureaucracy, not really treated as a person in the system (Usually not the coaches fault but actually the structure of the system).

    Can take weeks for little mistakes to be fixed (examples: switching employees into different lines of business when they shouldn't have been; not giving employees access to actually process requests which ruins their handle time; scheduling problems, etc.)

    Can't really do great customer service because of the limitations of the program and rules for escalating

    Coach support is great during certain hours and not great during others. You can be left hanging for anywhere from five to thirty minutes not knowing what to do.

    You're evaluated on criteria that you have no control over - for example, you get scored on how likely the customer is to recommend the program. You don't get scored on how the customer felt your personal customer service was. It's ridiculous because they do ask those questions but only score you on the recommendation question. Customers usually don't recommend the program because, well, the program is not that great! Why should employees get reprimanded for that?

    Advice to Management

    I know stats are important, but you shouldn't blame the CSRs for low scores on the recommendation question. If the customer wouldn't recommend the program, it's not because of the person on the phone. It's because of the program itself.

    Work on the communication in the system. It shouldn't take weeks to get things done like requests for accommodation or letting employees have full access to the programs they need to do their jobs, etc.


  11. Helpful (1)

    "Area Sales Manager"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - AREA SALES MANAGER in Toronto, ON
    Former Employee - AREA SALES MANAGER in Toronto, ON
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Asurion full-time (More than 3 years)

    Pros

    Great company to work for, very innovative and progressive. Fairly transparent with objectives and company goals. Interactions with clients were pleasant, position allowed for somewhat of a flexible schedule.

    Cons

    Position required lots of travel, client priorities were often shifted midstream by management. Advancement possibilities were fairly limited unless willing to relocate to the U.S.

    Asurion Response

    14 Sep, 2016 – Asurion Glassdoor Team

    Thanks for your review. While you're no longer with us, we're glad to know your experience was positive!


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