Covert Ops Fulfillment Agent - Covert Ops Fulfillment Agent Geek Squad Employee Review

If you're looking to take a job as a Covert Fulfillment Agent be prepared to be micromanaged! All that management cares about is how many clients per hour you can push through the system. They do score you on two other metrics though: how many jobs per client, and how the client rates you at the end of the session called "NPS". If you don't hit their client per hour goal you will constantly hear about it from your DCO (manager). DCOs in Geek Squad like to preach about quality service but in reality it's all about quantity. They would rather you push through clients to obtain a high clients per hour metric than care if you have a low NPS metric (client satisfaction). If your NPS score is low you will not hear about it as much as if your clients per hour score is low which leads to Covert Ops Fulfillment agents doing less quality work and being more concerned with getting through clients quickly. Because of this most Covert Ops Fulfillment agents only fix what's listed as a problem when they pick up a job and they don't fix other problems they may find once in the session so that they can quickly move onto the next client in order to meet their numbers goal. Another big problem with being a Covert Ops Fulfillment agent is that Best Buy/Geek Squad outsources dispatching of jobs to several third party companies. These companies have little if any training and also have a high turnover rate which creates a situation where they constantly dispatch jobs that can't even be done remotely (such as upgrading Windows 8 to Windows 8.1). When this happens clients are very upset because they have waited for quite some time to connect to a Covert Ops Fulfillment agent only to find out you can't help them. When this happens you are the one that gets yelled at even though you did nothing wrong. Not all of the dispatchers are third party and the ones that are from within Best Buy/Geek Squad are much, much better than the third party dispatchers. Another huge drawback of this job is that scheduling is all over the place. One day you may work until 10 p.m. and then the next day you will be scheduled at 6 a.m. so all you have time to do is work then sleep. These situations make it really difficult if you have a family and want to spend time with them. There's also mandatory overtime. The weekends are the busiest times so get used to not having any weekends off and having to work on holidays. It's also very hard if not impossible to move up in the company after you become a Covert Fulfillment agent. To become a DCO you need prior management experience and Geek Squad would rather hire a former store manager with no Covert Fulfillment experience than a former Covert Fulfillment agent that knows the job. This leads to DCOs that don't know what it takes to perform the job and they have unreal expectations. A lot of the Covert Ops Fulfillment agents would make great DCOs but they never get the chance because of this.