Company: Apple
Date: 2014-08-06
Overall rating: 2/5
Employment status: current
Experience level: Junior

AppleCare at Home Advisor
Pros: Working from home is great! No commute, and little downtime

The perks, discounts, and benefits are amazing!
Cons: Customer service metrics are geared solely on the customer's satisfaction with your service, however, customers leave feedback about Apple services/products, as well as issues regarding connectivity within chat that are outside of your control. Your measurement of success is not based solely on your performance in rectifying an issue or providing accurate knowledge. Your measurement of success is not based solely on your demeanor and handling of the customer. As a result metrics are skewed and regardless, you are held accountable for performance of these metrics.

Additionally, management seems to be lead to or trained to make you believe that all accountability for metrics is based solely on your performance. I have worked with Apple for two years, plus now and simply cannot understand this method. Management will use scare tactics to make you believe that your job security is at risk while stats are low, even if all dissatisfied surveys are based only on the disconnection of the chat before you even get to speak with the customer which is out of your hands, ultimately. 

Management is also untrained in the use of Apple products, and doesn't seem to have any positioning statements or training that help you to improve your performance.

At the end of the day, I have been ultimately dissatisfied with my experience in this position and I'm actively looking for a position elsewhere. I've seen a lot of turn over, and as just an example, my entire team has changed during my stay at AppleCare. 

I have tried to apply for other positions which I am more than qualified for several times, but never get a response.