Grubhub Customer Care Representative Reviews | Glassdoor.ca

Grubhub Customer Care Representative Reviews

Updated Jun 9, 2018

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1.4
8%
Recommend to a Friend
15%
Approve of CEO
Grubhub CEO  Matt Maloney
Matt Maloney
6 Ratings
  1. Helpful (3)

    "Totally nonsense"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Care Representative 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Grubhub full-time for less than a year

    Pros

    Flexible schedule, not required to be on phones.

    Cons

    This place is a gong show, nothing is consistent, they exploit all workers from all sides, paying absolutely minimal wages and expecting miracles screwing over restaurants with their absolute unreliable services and stressing already tired and money pinched companies to refund unintelligent, aggressive and lying customers. This place is going to go down the drain fast.

    Advice to Management

    Face it you suck.

    Grubhub2018-06-09
  2. Helpful (7)

    "“Customer Care Rep”"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Care Representative in Chandler, AZ
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Grubhub full-time for more than a year

    Pros

    Set schedule Decent benefits $18 food credit once a week Free soda and chips in kitchen

    Cons

    Gosh.. Ever since switching to grubhub from yelp Eat24 has slowly just been burnt out and going away. The Eat24 website and app are a joke, it’s just Grubhub with a different name, same restaurants and pricing there is no difference, they just kept the name for the incompetent customers that think they’re different. -GH started riding the managers so hard they went from some of the best people I’ve worked with... to literally walking around stalking people’s shoulders yelling at them for not grabbing work within 5 seconds of it pulling up on your screen. -Constantly having useless meetings about things that don’t even have anything to do with Customer Support. -GH has no clue about anything on the “Eat24 Legacy” side of things, trying to apply rules to the severally understaffed side. -They’re unwilling to hire on the old platform but let you know everyday how they’ve hired 10 NEW REPS IN CHICAGO! - Floors Managers till talk with their favorites and be loud and obnoxious just to stop and tell someone else who’s constistantly working that they aren’t doing enough. - No matter how many orders or calls or chats you take they expect you to take more, while others do less. They know you’ll handle more work and will let others slack and not bother with them as their seen as a lost cause. Oh was there an issue with something only YOUR manager has access to? Well NO OTHER MANAGER CAN HELP YOU. Need to change your hours? That’s not possible cause they’re too short staffed, but don’t worry, the person that sits in front of you will get their schedule changed noooo problem. All the reps were trained MONTHS ago and are still making first week mistakes and instead of retraining or explaining to them the correct way to do things, managers just ignore it.

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    Advice to Management

    Listen to the people actually doing the work for you. Stop letting the floor management lolligag around with their favorite reps while taking a 5 min break to tell the others they aren’t doing enough. You gave out positions for CXT giving managers even LESS to do, what are they even supposed to do?? WFA does all the scheduling and keeping the reps in line, QA checks all the orders for quality and CXT does all... the descalating work, so what are the managers for? Lol going over all the info from the other departments? Ok, maybe next month when they come back from vacation. Bring back retraining that actually RETRAINS reps, not just a 5 min slide show of the damn wiki that’s not even PDF accessible half the time.

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    Grubhub2018-04-24
  3. Helpful (1)

    "Not as great as everyone says it is"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Customer Care Representative in Chicago, IL
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I worked at Grubhub for more than a year

    Pros

    free food. nice people. good overtime

    Cons

    hard to move up. bad schedules. mediocre pay.

    Grubhub2017-11-16
  4. Helpful (10)

    "Customer Care Representative- Literally the worst work experience"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Care Representative in Chicago, IL
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I worked at Grubhub full-time for more than a year

    Pros

    Benefits are great Stock options are great PTO is pretty flexible

    Cons

    DISORGANIZED. Changes are made everywhere, but no one notifies the representatives. You can ask 3 different leads and/or managers the same question and literally get 3 completely different answers. COST/PROFIT DRIVEN. They really only care about money. They don't care about the customers or employees. They eliminated an entire shift just to outsource it and save money. Despite the fact that they planned this for... months, they only gave the employees 3 weeks to figure out what they were going to do since their positions were being eliminated. TERRIBLE METRICS. The minimum amount of work that is supposed to be done is unattainable. The "bonuses" shouldn't even be thought of. They really aren't attainable. NO CAREER GROWTH OPPORTUNITY. They rarely promote from within. NO CONSISTENCY. You will change managers at least twice in a short time frame.

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    Advice to Management

    Be more consistent and at least allow the employees and customers to feel like you care about them. Offer opportunities for growth. Ask for feedback from the employees before making big changes. They may be able to tell you that the change doesn't actually make sense.

    Grubhub2017-02-27
  5. "Customer Care"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Customer Care Representative 
    Recommends
    Positive Outlook

    I have been working at Grubhub

    Pros

    Grubhub is a great place to work. There are plenty of hours available to fit my schedule. Being able to schedule the hours that I want/need to work is great. Management/Support staff is amazing!!!!

    Cons

    I really don't have any cons...........

    Advice to Management

    Keep up the good work.

    Grubhub2016-09-27
  6. Helpful (9)

    "Care Rep"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Customer Care Representative in Chicago, IL
    Recommends
    Negative Outlook

    I worked at Grubhub for more than a year

    Pros

    -Weekly allocation for restaurants listed on GrubHub -Pretty good work/life balance. -Casual dresscode -Opportunities to professionally develop outside of the department that you are in.

    Cons

    -Unsupportive leadership, both management and upper management. If you have an issue with anything they either refuse to help or help incorrectly. This ranges from issues pertaining to a call you had taken to Paid Time Off approval. -Poor communication both departmentally and inter-departmentally. -Comparatively low pay. Reps are asked to do everything from tech support to floor support to payments to setting... updates, etc. and are not compensated fairly. -In a bad building for a call center. There have been issues with everything from the constant running of air conditioners while it was 40 degrees outside, to bed bugs in the building. -Issues involving HR are not handled with an employees well being in mind, but by how much it would affect the company financially. -They use Outdated technology. Computers equipped with windows98. -Constant growth at the company that doesn't trickle down to you. General pay increases in my department were about 25 cents. At the same time many of the employees who had been at the company for a long time have left to pursue other opportunities, and when they leave, you are left to pick up the slack until they find replacements. We had a 54 % turnover rate in my department in 2015, including everyone from senior management to reps. -No ongoing training program and there are a lot of changes that happen. So when there is an update to anything you are hardly aware of how to help.

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    Advice to Management

    When employees come to you with issues, its important to take them seriously and find a way to solve them. In order to expect reps to be empathetic to callers, it would be necessary to be empathetic to reps.

    Grubhub2016-05-29
  7. Helpful (8)

    "Customer Service Call Center Hell"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Customer Care Representative in Chicago, IL
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Grubhub

    Pros

    Free food, parking is cheap.

    Cons

    Poor management, favoritism, cheap, surpise bids

    Advice to Management

    Speak up for the agents and do your job.

    Grubhub2015-11-18
  8. Helpful (3)

    "Good Company for New Hires"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Care Representative in Chicago, IL
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

    I have been working at Grubhub full-time for more than a year

    Pros

    GrubHub is a startup company that potentially has a lot to offer. People are friendly, work space is open, and great benefits.

    Cons

    They are becoming more corporate as the days go by, which is understandable since they just went public last year. It can be very frustrating at times.

    Grubhub2015-09-23
  9. "Not for anyone who has a life"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Care Representative in Chicago, IL
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

    I worked at Grubhub full-time for more than a year

    Pros

    Lots of new people to get to know all the time. Food. Nice office. Good location. Nice coworkers.

    Cons

    Brutal shift bids every 3 months. Don't make plans because you never know if you'll be able to be there. Doesn't take much to drop your ranking and then you end up with the worst shifts. Forget if you have a life outside of GH, don't like your shift? Too bad. Turnover rate is ridiculously high because of the shifts. GH doesn't understand that there are LOTS of people out there that want 2nd and 3rd shifts... but they don't even consider looking for those people. Instead, people with lives are forced to work overnight or leave. Most end up leaving. So they are spending a FORTUNE on recruitment instead of keeping their employees. Lousy business model. A few managers are OK, none great, most don't really care about anything but numbers and employees are definitely seen as numbers. No chance for advancement.

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    Advice to Management

    Stop shift bids and hire people who really want/need to work 2nd & 3rd shifts. Invest in your employees with good managers who will mentor them instead of just looking at numbers. Food is nice perk, but actually acknowledging employees is tons better.

    Grubhub2015-08-03
Found 9 reviews