bilingual call center representative

bilingual customer service associate

receptionist

inbound customer service representative

customer service representative

Answerplus

employed  at Answer plus Edmonton AB  office and i would have to say it was the most stress full month i have experienced from an employer.  I have worked in customer service/call centers  for over a decade   and found the supervisors and manger to be specific  (operations manager)   not very helpfull and understanding or open to suggestions. there were basically of no help when there weas technical issues and even would say i dont know.  The solution was to send you home for the day if an application wasnt working.     Favortism/discrimination  definitely play an intregral part of this office.     They have the motto "we put empoyees first"  but that was definitely not my expereience once employed.   The company puts forward this facade of  their motto and that it is a fun family environment  during the recruitment process but once i ws employed that was defintely not the case. .   Yes  as a csr you recieve weekly coachings/feedback.  Basically all that was ev er said is " you are doing  ok"    There was never any doocumentation sent ie QA form a report as a document of the  coaching/review/QA .   I found the coachings to be very rushed  and really was not asked for any feedback  about my opinions.   i felt that my voice was never heard and i did bring  years of customer service exprerince to the employment.   
 Schedule is put out on a weekly basis and not on a rotation. you never get 2 days off in a row.  So it is very hard to plan ahead  if you have  engagements  or responsibilities in the evening that you cant do on your days off.   
Tranining  was only 1 week and really wasnt given a lot of practise "on hands"  training ie nesting period  before taking live calls.  
Benefits are only provided after 6months and you are not covered for 50 percent of biiling.
Management is constantly monitering  the inter office  chat " spark  and  email are sent on a regular basis " threatning "   your employment or at the minimum for you to be written up. 
When wanting to address a serious violation  with  HR and the CEO of the company  my calls were never returned.  !! 
The only positive thing i can say is that some of my co workers have become friends and the pay is not too bad. 





 


I started working at AnswerPlus a couple of months ago, and I’ve had such a positive experience so far. The training process was incredibly helpful, we had fun, had our dogs with us, ate snacks, got to watch and listen in on real calls, and were well-prepared before going live.

My first day felt a bit overwhelming due to the learning curve of getting used to their computer system, but once I got the hang of it, everything fell into place. One of the biggest perks for me is working from home. What a blessing! I also really appreciate how flexible they’ve been with my schedule. When I shared my preferences, especially around my break times, they made every effort to accommodate me.

The team is wonderful, supportive, funny, and always willing to help. Management has been quick to offer support when I’ve needed it, and they respond to mistakes with kindness and encouragement, which makes learning feel safe and supported.

While the pay at the entry level isn’t the highest, there are definitely opportunities to pick up extra shifts, and I personally don’t mind working most holidays. Even in my short time here, I’ve already seen signs of growth and advancement within the company, which is exciting. I’m not quite ready to move up just yet, but it’s great to know the opportunity will be there when I am.

As a student taking online classes and working on a side project, this job is a great fit for my life right now. I understand that it may not be for everyone, but if you’re looking for a fully remote position, I would absolutely recommend it. Especially for mothers, people with disabilities, or anyone looking for flexible, CSR work from home.

Yes, customer service means answering a lot of calls, but the day goes by quickly, especially with your three (or more) breaks. Today, the last two hours flew by! I even extended my day from 1pm to 4pm to help cover a vet bill, and I was so happy to have that option.

I genuinely love working here and can see myself staying with AnswerPlus for a long time.


OK place to work.

Some individuals are much easier to talk to than others.

If you have a morning shift, there will be NO work life balance because you will finish work and crash whenever you get home.

Certain managers are always watching your every move without any consistency. If you're off the phone for a minute or two, they call your name. However, if you work through your break or lunch, that's completely fine with them.

Paycheck does NOT seen worth the call volume most of the time.

If you end up in reception, you will feel like you are all by yourself (most likely you WILL be)

At any given time, you can look up at the screen and see 9 people in service and 2 in reception.

At least we can drink and have little snacks at our desks

Be careful where you sit because anytime you rise from your seat, a team lead will cast her eyes on you.

Seldom room for advancement, a lot of "we need you in this department so you have to stay here" 

Some people do advance however, and they become team leads very quickly.

The environment is good, mostly ladies talking and sharing stories (very few guys here)

The people are all nice but the support is very much lacking. They do not have designated support members so if you're asking a question you have to wait several minutes sometimes to receive a response because the supervisors are also taking calls. The pay is far too low for the amount of skill and stress management this job needs. 
When I first started they used to give away free lunches and run little fun games but that's stopped in time. Also you have to wait half a year before benefits kick in, and those benefits do not support direct billing in most circumstances! 
Most notably the pay breakdown is rough. You get hired at 15$/hr and they promise there's a bonus and you get a pay rise every 'level' (difficulty of accounts) you learn. Well I'm currently on 'level' 5 however they do not actually call any level higher than level 2 a level and I have not gotten a raise in this time despite having an ever increasing workload. The bonus is hard to achieve; get 90% or higher on a call evaluation + no absences or lates + fast enough call handling times. Also the bonus is only +$1 an hour so... An extra $40/week if you manage to get it. 
Also I hardly ever get 40 hrs scheduled. I'm usually scheduled for around 32 hours, which sucks.


A typical day at work consists of answering a different client's line on each call. You can arrange a response from a plumber, file an insurance claim, rescue someone from a stuck elevator and help a contractor order a bin for dirt. 

I learned to relax in a call centre and get things right the first time, rather than rushing and missing important details the way other call centres do. I learned to feel safe at work and try things. I learned to speak up and take responsibility for shaping the future of this industry.

Managers are approachable and genuinely caring people. This is a safe place where I can feel valued.

My co-workers are nice people. Some are really ambitious and some want stability. 

For me, the hardest parts of the job are the low pay and trying to plan my life around the work schedule that is issued only a few days in advance. I feel like we work a lot harder than we are being paid for and that it is unprofessional to release schedules less than 1-2 weeks in advance. These two areas require improvement.

The most enjoyable part of the job for me is helping out with tasks and projects. People are extremely busy at this company and I feel like I make a small difference when I remove a burden from someone and return to them something they can use.

What is the best part of working at the company?
There is no best part. This was without a doubt the worst job I've ever had. And that's saying something, because I've worked some BAD jobs before...

What is the most stressful part about working at the company?
Literally everything. The management doesn't care about their employees, the employees are mostly middle-aged women who turn everything into high school drama. HR always backs up the management, even when clearly in the wrong. They also skirt labour laws by refusing to admit to the government that their workers are 100% remote workers so that they don't have to pay extra, and even flat-out denied someone leave for a death in their immediate family. It's a joke.

What is the work environment and culture like at the company?
It's like being in high school all over again but everyone is "supposedly" an adult. Management versus employees. There is no camaraderie at this place.

What is a typical day like for you at the company?
I wake up and dread working, cry before work, cry throughout the workday, then I get off work and dread waking up the next morning before falling to sleep for work the next day.

Pros:
- Company provides fair sick leave. You get about 7 sick days but if you get a doctors note then each “day” can count for as long as your doctor recommends. Say if you get a cold and need to stay home for 5 days, with a doctors note it would only count as one day.
- Plenty of nice young people working here. This was like the only highlight to this job. We’d talk between calls. Some good people work here.
Cons:
- No way to move up. Other than becoming a supervisor there is nowhere to climb. Every position is filled with a boomer. Also if you’re a man just forget about it. Every executive position from the CEO all to way to manager is held by a female. No chance for you if you’re a man. You could become a supervisor if you’re satisfied with $18/h.
- The pay. You will struggle to even get by with the pay offered here.
- No set schedules. Every week your schedule will change so forget any type of consistency.


It's crazy that management are so hands-off. I think I spoke with my manager a handful of times throughout my time on an account before it was lost to an american company. There is a severe severe lack of communication, promised plans that don't come through. The manager of this specific account put all their problems onto the supervisors and didn't understand the needs of the account. Constantly understaffed teams during the afternoons and weekends. Continuous removal of these key team players leading to SLA's being missed every weekend.

Not being able to plan or call in-sick without finding coverage(I'm no manager, do your own job). The coworkers were good but it feels like management does not want you to grow. 

I have worked in other call centers where I have felt like just a number. This is a friendly and caring place to work. You are not selling anything and all they expect is for you to be pleasant and caring on your calls. The Manager and the Supervisors really do their best to make you feel supported which considering we all work remote  and have never met in person I think is pretty impressive. The manager cares about work life balance and really does her best to accommodate you. 

Work from home- Job isn’t too hard, one of the easier call centres in regards to task. But busy, almost back-to-back calls. Supervisors are helpful. a little overtime opportunity.
Got no official feedback on performance except you’re all doing great, hired a bunch of people with plans to hire more, then fired everyone (like 20+ people) they just hired after a month or two saying your performance wasn’t adequate(no review ever done) with phone call to drop off equipment. 
Apply if you need a job but keep looking for another immediately, they’ll probably fire you before you get benefits

Top Job Titles	Average salary
Bilingual call center representative 51 salaries reported	$18.14 per hour
Bilingual customer service associate 11 salaries reported	$19.02 per hour
Receptionist 11 salaries reported	$18.00 per hour
Inbound customer service representative 15 salaries reported	$17.87 per hour
Customer service representative 6 salaries reported	$20.01 per hour

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