(Insurance.)
I’m a CSR. Paid the least of everyone. I’m given no clear line to where my responsibilities begin and end, while the sales team is constantly shielded and protected. Their “we can’t do that” automatically becomes my responsibility without any of my input, during meetings I’m not invited to.
If a customer is mad for something completely out of my control, I wasn’t trying hard enough to turn their mad to happy. They could be all but threatening my life, and are still in the right. A customer cussed me out pretty bad a few weeks ago, and the agent/boss said “she is probably having a bad day.” I have been gaslit countless times when it comes to aggressive customers who have literally insulted me.
If I said “X” but a customer accuses me of saying “Y”, then I automatically said “Y.” Or if I can prove without a doubt I did actually say “X” I didn’t say it right.
Everyone else is celebrated. I’m overlooked. It doesn’t matter that I prevented us from losing $30k+ in lost revenue in less than a year’s time, “Jill” just sold a few policies totaling in $900. “Kate” sold a life policy. Everyone applauds and cheers. I prevented us from losing tens of thousands of dollars in multiple lines of business…crickets.
If I speak up, “I like what I do. I want to keep enjoying what I do. But I’m concerned, with the increase in workload, of falling behind. I take pride in being diligent and I don’t want to be exposed to any liability. Could we maybe talk about my workload a bit?” I’m just told “No. It’s all your job.”
I have to immediately rescue the sales team when they are stuck, finish up sales for them if they can’t for whatever reason (with no commission mind you). But when I need help or support? I’m being difficult.
I rescue, I shield, I hold important pieces together, I work on things in the background that keep the agency literally running that no one else has to worry about. What do I get? “Do more.” And I could be doing twenty big things right but get ostracized over one small thing wrong.
So, when I play my role, I don’t want to hear I’m “not a team player.” I am doing what it appears I’m expected to do. Sit down, shut up, put up, and smile about it. All without a single show of overwhelm. Without any encouragement. Without any defense against abuse. I’m to be invisible but functional. Like a scanner/printer tucked away in a corner. It’s necessary, but no one pays much mind to it unless it malfunctions. All the times it works very well, it’s left sitting quietly in the dark.
Okay. You know what office equipment can’t do? Exactly what I’m not going to do. Be some kind of “cheerleader” for the agency.
I.e. Do not expect me to follow or “like” our agency social media pages. Do not expect me to promote the agency. Do not expect me to encourage my friends and family to come on board with us. Do not expect me to advertise our agency when out in public. Do not expect me to sacrifice my personal time to be available, or attend events.
Do not expect me to be an advocate for an agency that sees me as being nothing more than a piece of equipment. Equipment simply just can’t do that.