Pros
The friends you make along the way
Cons
I want to start off and say that in the beginning working at Refloor was an enjoyable experience. That changed when they hired a manager to oversee all Operations and the culture shifted drastically. We went from being treated like adults to being micromanaged to the point people quit in droves. Especially when certain managers, that no longer work for the company, created a hostile work environment before they either quit or got fired. If you speak out against any procedure or policy they introduce you become a target of harassment forcing you to either endure the retaliation, find a new job, or get fired. It’s not just limited management either. Those in glass offices will start targeting you as well if they overhear banter between coworkers without full context, or if you make a mistake that costs the company money that they can make back within a sale or two. As leadership, there should be better representation. It’s not a good look on a personal brand when those higher up can contain their composure, and not throw other managers under the bus to make themselves look better. Even worse, take forever to fire someone that was a big problem for the team and someone that multiple people have gone to HR and made multiple complaints about still employed. This company plays favorites. If you dedicate yourself to Refloor (phone clear after hours even though we were told that was no longer allowed since we would have to be awarded OT, be willing to take on additional work with no complaints or conditions for increased pay, etc) you’ll be their favorite employee. They push the 5 star reviews to inflate their numbers on Google as a means of promotion, but if there is a 1 star expect to get pulled into a meeting and defend yourself to ultimately get blamed for not doing enough. This company’s image on Google and BBB means more to them than the people that work 40 hours a week getting verbally assaulted by their customers over flooring that is astronomically marked up. At the end of the day, we are just a number and can be replaced in a week. The compensation is low. On job posting boards it would say $17-$20 an hour, but no one I knew that got hired in made anything more than $18. It’s not worth the work that has to be done which varies from job to job, installers calling you about problems when you’re managing multiple files, customers calling for various reasons within the 8 hours you’re here, getting cussed out by customers when you tell them they need to pay additional money for prep work they weren’t initially charged for, having to clean up the mess left behind the sales reps because they aren’t trained accurately to know what goes into a floor project, or customers that don’t read their contracts and try to complain to the point you give them what they want because they wore you down so bad. It should not be the burden of install coordinators to save jobs. There isn’t really an adequate training schedule or team to set you up for success. You were told that for a week you would be shadowing senior team members to get the flow of how things operated. This was done by listening to phone calls, practicing writing notes in Salesforce, learning how to navigate files within Salesforce, etc. Then after a week you were assigned files. The good part of that was being in a ramp up period getting 1-3 jobs a day to manage. This increased as time goes on to 8+ jobs a day once you’re out of the ramp up period. The files you were assigned to also had different end dates so you could be working on a file for a week straight or just a couple of days. The stressful aspect of that is when running multiple jobs like that you never know what can go wrong. At one point I’ve seen upwards of 14 jobs assigned to one person and the same expectations of making sure all customers and installers are checked in with at the beginning of the day, collecting payment from customers BEFORE the job was started, and having to handle all issues that differ from each job. It’s really fun having 5 installers blow up your phone because they can’t do the necessary work needed to ensure a smooth install, they don’t want to do the work at all, or customers that are not mentally all there and treating crews like personal moving men. You can’t really keep up with any files you haven’t updated if you are bombarded for the entire morning. OT is not an option unless it’s allowed so if you couldn’t get to everything in one day you have to play catch up until you do. If you go over even 1 minute from 40 hours it becomes an issue apparently. The PTO is the biggest joke. Since it’s weekly pay, it really does feel like you get about 30 minutes for 40 hours worked. To get 8 hours you pretty much have to work two months straight with no call offs just to get any sort of day off. Which is hard to do when you are burnt out. You get a 30 minute lunch which isn’t enough time to refresh your brain. Supposedly we are supposed to get two 15 minute breaks but that is not enforced at all. When it came to rolling out new processes there was no appropriate protocol. For example, a new app was rolled out to installers. One satellite tested out the features. That same satellite had installers that primarily used paper copies and did not like using phones other than to send before or after pictures. I’m sure this was addressed but the Director didn’t care. When the time came to go live, no one was prepared. Installers were expected to just download the app and have an IC or their manager walk them through the process. I didn’t see anywhere on my job description that I was IT. The app still contained bugs that were not fixed upon launch so we all had to hear the complaints by installers. You would think there would have been a meeting on a Monday to go over this with all the installers on how to download, log in, and operate the app before sending them to their jobs; but that was too logical. I honestly think at this point, they are hiring anyone to be in operations because the team is bleeding so bad and they are desperate for bodies since the workload continues to increase and people are quitting on the spot. The fact they hired a service manager that supposedly does not have a good reputation, acts like he knows everything without knowing the proper functions of the job, and pass his responsibilities off to other people is a joke. Overall, the company cares about two things; making money and maintaining a positive view on the internet. Before the Operations Manager was hired the culture of this company was good, however since his hire over a year ago it has gone downhill since. They do the typical morale boost pizza party like every company when they know their workers aren’t happy. We deserve an actual wage, not pizza. If you do anything to prevent them profiting from their overpriced floors they will do everything and anything to get you to quit, or fire you. If customers don’t get what they want, expect them to blast the company online to get their way.