Awful - werkgeversreview Member Care Service bij CLEAR

This company started out good in 2021 when I was first hired, but after their West Coast Ops manager was hired, it all went down hill fast. Extremely aggressive micromanaging, with customer satisfaction scores that are near impossible to keep up. If a survey has nothing to do with you, they will still count it against you and give you a write up. I was less than 1% below my customer satisfaction goal and I got a performance write up. If your internet provider goes out, guess what, you get an “occurrence” which can lead to termination. If the equipment they sent you is faulty, you get an “occurrence” and lose out on pay for the day until they send you new equipment. They also offer “stretch projects” which is a fancy way of saying you’ll do work over your pay grade for a temporary amount of time so they don’t have to give you a raise. They’ll promise you that you’ll get the position after the stretch project is done, but will turn around and tell you they want to try other people for the position, but that the decision wasn’t performance based. Doctors notes are no longer accepted as an excused absence, and you can get terminated for leaving due to a medical emergency if you don’t have the PTO to use. You can have 30 5 star surveys from members, but if you have 4 below 3 star surveys, this will negatively impact you so much that you will get a write up. You are expected to have a minimum of 92% customer satisfaction, or else you’re threatened with termination. Their “coaching” for this is basic knowledge that will in no way affect how the member sees the company. Oh? The customer hated the ambassador that helped them at the airport and gave YOU, the member care service agent that helped them, a bad review? Tough luck, should have helped the member better, this will count against you. Oh? You’re scheduled to work on Christmas or Thanksgiving and are looking forward to your holiday pay? Good luck, even if you are scheduled to work that day, you have to APPLY to work and they only pick 20 people for the entire day. Don’t get picked? Tough luck, no pay for that day, even though you were scheduled. Also, there are no bonuses, and very very minuscule raises (like less than ¢50 raises). Huge team lead turnover on top of that. I’ve had 4 different team leads in the past 2 years. At one point I was considered one of the top 10 customer service employees for this company. That means nothing now.