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We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more — we're a growing and evolving service brand. At our core, we're a People Powered organization — our people come first and our philosophy and commitment to them drives our culture. -- Safelite® Group is a leading service organization that makes a difference in the lives of nearly 11 million customers annually. Founded in Wichita, Kansas in 1947, the Safelite family of brands consists of multiple strategic business units that work together to deliver our People Powered, Customer Driven Safelite experience. read more

EMPLOYEE PARTICIPANTS: 701

TOTAL RATINGS: 5985

CEO: Renee Cacchillo

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Safelite AutoGlass
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Customer Support Department

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Safelite AutoGlass Customer Support Department Employee Reviews

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Positive

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Briefly describe your overall experience at your company

I applied to this job for customer service, NOT SALES! Too much focus on selling wiper blades. In training they down play it, but that is the main focus here and getting customers on text and email lists for marketing. Can be draining on mental health. Too much focus on KPI's and stats. Only sales.
Review from Customer Support Dept

Management needs better communication with representatives
Review from Customer Support Dept

Everyone was nice at first, including upper management. Over time, they seem to care less and less about me personally. If I ever have any issue that requires help from upper management, I call and am given excuses and responses that tell me that I'm not liked much. Just be nice!
Review from Customer Support Dept

I t is my first day of training, i shouldn't be filling out this survey. I came to copy the mission and vision because its rare in its quality. I look forward to my career with safelite.
Review from Customer Support Dept

Not told about upselling unless you ask during interview process. You have to make a certain number of sales based on your individual call volume in order to be paid the miniscule commission for upselling.
Review from Customer Support Dept

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What do you like best about the leadership team?

Leadership Reviews

Its my first day of training.
Review from Customer Support Dept

Most of the time it's fair
Review from Customer Support Dept

They were really nice when I first started working at Safelite.
Review from Customer Support Dept

They try to be compassionate
Review from Customer Support Dept

they are always available to talk weather personal or work related they listen and help.
Review from Customer Support Dept

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What does the leadership team need to get better at?

Leadership Reviews

They need to listen to their employees that deal with customers everyday. Employees tell management their concerns and the only thing they say is that, it's your job to deal with the problems. They are not very supportive their employees mental health or the toll it takes on them.
Review from Customer Support Dept

just getting through to people in general, their approaches are dry
Review from Customer Support Dept

Interacting with their 'team' better
Review from Customer Support Dept

Focusing on keeping employees- both management and entry level positions
Review from Customer Support Dept

Being supportive of their employees.
Review from Customer Support Dept

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What is the best part about your compensation package?

Compensation Reviews

They do provide benefits if you are full time which is good.
Review from Customer Support Dept

Bonuses and having the ability to not work full time hours but receive benefits
Review from Customer Support Dept

the many different options available
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The starting pay was pretty good
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Why do you feel undervalued and what would make you feel better about your compensation?

Compensation Reviews

Somehow my dental and vision was not added to my medical insurance and not seeing where my HSA is being taken out of my pay check . I have not received an HSA card.
Review from Customer Support Dept

A cost of living raise would really help.
Review from Customer Support Dept

Less taxes taken out of the bonus check, and actually getting a raise.
Review from Customer Support Dept

When I was hired I asked for a higher salary than I ended up with due to lack of experience, despite training I was going to go through. Looking back I really feel if I were male my request would have been granted.
Review from Customer Support Dept

It's all about numbers for the company not for individual representative
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What are some of the best things about your team?

Team Reviews

its my first day of training
Review from Customer Support Dept

My manager is very nice.
Review from Customer Support Dept

they are all so friendly and willing to answer any questions
Review from Customer Support Dept

Like me, they show up to do a good job.
Review from Customer Support Dept

Everyone's friendly and helpful. They try to include everyone
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What do your coworkers need to improve and how could you work together better?

Team Reviews

theyre fine, i just dont like talking to them
Review from Customer Support Dept

Co-workers, I feel, could be nicer. We all have to go to work. There's no point in being negative and trying to bring everyone else down.
Review from Customer Support Dept

We don't interact with each other much. We are constantly taking calls.
Review from Customer Support Dept

I rarely spoke with my team, and didn't have a performance review in my first 7 months
Review from Customer Support Dept

Definitely support the newer members.
Review from Customer Support Dept

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What is most positive about the culture and environment at your company?

Environment Reviews

Being able to work from home and work alone.
Review from Customer Support Dept

its my first day of training.
Review from Customer Support Dept

I get to work alone as a mobile technician.
Review from Customer Support Dept

I work alone as a mobile technician. I am positive on my own.
Review from Customer Support Dept

Inclusive in the hiring process but not enough heads up about certain things like high turn around in certain markets which leads to calls rerouted to persons in your same area.
Review from Customer Support Dept

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What needs to change to make the company culture better?

Environment Reviews

work here just feels sad, gloomy, etc. maybe it should be less intimidating here
Review from Customer Support Dept

If there were more representatives, the job would be easier
Review from Customer Support Dept

Mutual support from people who have been there longer
Review from Customer Support Dept

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What did you like most about the interview process?

Interviews Reviews

Interview was short and simple. However they did not mention anything about being a sales person and sounds very deceptive to me. I would not have taken the job if I knew it focused on sales and KPI's.
Review from Customer Support Dept

The repersenative with company , very positive and eager to help me transition into the position.
Review from Customer Support Dept

The man that interviewed me is very friendly.
Review from Customer Support Dept

It was a very easy, laid back interview process
Review from Customer Support Dept

I liked the friendliness of the interviewer.
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What would you improve about your company's interview process?

Interviews Reviews

There aren't any Interviews reviews of Safelite AutoGlass yet.
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What makes you most happy at work?

Outlook Reviews

Working from home and loving it
Review from Customer Support Dept

Making my customers happy makes me most happy.
Review from Customer Support Dept

Making my customers happy makes me happy.
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What's going wrong and how can it be improved?

Outlook Reviews

Customers can't connect to a person when they call. They have to go through an automatic system that will sometimes hang-up on them if it does not understand them. When the customer does reach someone they are upset and irritated.
Review from Customer Support Dept

It is consistently busy, some of the calls can be emotionally draining and management isn't very helpful. If there could be more consistency throughout the day that would be great
Review from Customer Support Dept

How about offering dedicated employees some sort of benefits or possibly a discount on the products they are selling for the company (insurance)? Even 10%.
Review from Customer Support Dept