bilingual customer service associate

customer experience specialist

administrative assistant

FineLine Solutions

Where do I even begin with this place!! I stayed as long as I did because I needed to work and I was a “good” agent who followed orders. Over time you turn into a zombie dealing the politics of this place. You can’t get anywhere which is why they are constantly firing and hiring people.

Scheduling is disorganized. You have to fill out a form to change your availability 6 to 8 weeks in advance but they can post their schedule 1-2 days in advance which is a hassle for certain people. You may be full time but getting part time hours. As a full time employee sometimes I would only getting 20-25 hours a week. Luckily I was able to approach one of the managers and he gave me a few extra hours here and there. I rarely got my full 40, even when it was busy the most I would get is 33-37. They purposely give you less than 40 hours because they don’t want to pay you overtime if you go over 40 hours during the peak periods. 

They seem to mostly higher people of a certain ethnic race. I found it rude that HR would talk to these people in their language in front of others (when its clear that they both speak English well). 

They literally treat you like a phone slave and only care about how many calls you can answer during your entire shift. Legally if you work a 5 hour shift you are required a 30 minute lunch break. If I was doing 7.5 hours I sometimes would get my lunch right at the 5 hour mark without any breaks (if it was busy). I once had to wait 6 hours until I got my lunch. They really don’t care about you as a person with basic needs. They only see you as productive number.  At one point in time you had to ask to use the bathroom which I found to be silly. 

Compared to part time employees I shouldn’t complain because some were getting 10-15 hours. Some may be scheduled to work a full shift but get sent home after 2-3. A fellow employee was frustrated and made me look at his time schedule. He was sent home early every day of his shift and only ended up with 9 hours for that week. 

Before I went in for an interview I did a bit of research and on their website they say that they have competitive wages. I was disappointed to find out that it was minimum wage. In training they tell us not to discuss our wage with other employees but I couldn’t help but notice that an employee of a certain race was getting a higher wage than me. At the time it didn’t mean much to me because she had worked there previously for a few months. I later found it odd that after 11 years an employee increased their wage to the same amount as this person. 

They tell you in training that it’s always good to ask questions if you’re unsure but sometimes when you ask they look at you as a bother. They will hire a random person off the street for account manager position (rather than an insider with knowledge) and they end up having limited knowledge because training is vague. Some agents would rather go to a senior customer representative for questions rather than the account manager (which looks bad). 

The building is old and needs improvement. When bathrooms didn’t work they expected people to come into work. It was fixed within 2 days but I called in because I’m not coming to work in a building without a working toilet. 

They had an issue with bed bugs and tried to sweep it under the rug but employees talk.

The only good thing about this place is that they have decent benefits.  

If you have a family and need a job I would look elsewhere because this place is unreliable. I only survived because I only had myself to take care of and I had another job on the side.

Where do I start......this place is an absolute joke!  The agents are treated like slaves and only told when they are doing wrong.  The leaders hands are tied by the COO.  This "lady" who should be named Cruella Deville due to the uncanny resemblance is the most heartless "lady"I have ever had the displeasure of taking direction from.  She makes a point of coming down from her ivory tower at least once a day to tell everyone how horrible they are doing, and make everyone around her feel like horrible.  She stresses that everyone needs to be positive and friendly and then treats her direct reports like they are useless.

 The "Senior Account Managers" are clueless, one can be quoted as saying "I mean to gain authority."  HR favors employees of a certain race, and will find any reason to fire someone.  No wonder this company has the highest turnaround rate of any other I've ever known.  

Bottom line - if you want a job where you are insulted, made to feel worthless, and never appreciated, then a career at Fineline is right for you.

Typical day involved taking inbound phone calls and answering questions about programs.  Not a lot of training, it took about 2 days before they threw us on the phones ourselves.  Most of the training was customer service based and not actually about the programs and information we needed.  Management was non-existent - they only communicated to us through the team leads.  The team leads were inconsistently responsive when we had questions or needed help.  If all the team leads were gone for the day we were on our own and in the weeds.  The job was not hard at all though and not stressful at all for a call centre.  Customers were generally pleasant to deal with so it was relaxed.  It was quite boring at times, something waiting 30-40 minutes between phone calls. 

Went in for an interview, was told i'm hired and even received a "Hire Confirmation Slip". She told me she would call me at the beginning of April to let me know when exactly the training date for mid April is. Never received a call, so I called them only to be told that I had called before to "cancel my employment". I told her I never did that and she said she would fill out another application form for me and get back to me by the weekend but of course that never happened.
When you walk into their office they have boxes and boxes full of "applications" and whatever else in disorganized piles everywhere. It is ridiculous for a company to tell someone they're hired, lose the paperwork and blame their incompetence on the employee. Never work for this company and DO NOT waste your time going in for an interview for this place.

I would never recommend anyone to work at Fineline Solutions.

First thing is the CEO for the (ASPCA) makes over half a million dollars while the call center agents get minimum wage and most others are volunteers' for the ASPCA.

I was hired as a Supervisor with certain expectations. A month into my employment, everything I was told I'd be doing changed. I was misled when I was hired and nothing was as I expected. This was when I realized how much of a bully my Client Manager (ASPCA) was and how most others did not enjoy working for her. 

As for the front line workers, the extreme expectations are outrageous compared to the minimum wage they get paid. The training provided by Fineline Solutions is unorganized, confusing and doesn't explain most of the information needed to handle the calls they'd be taking.

I think this company is a very unfair place to 
Work I learned that they don't treat you right 
If they don't like you they find excuses to let you 
Go hire you then they fire you they they bring 
You back and let you go again this is they only
Company that can't keep people working there 
As they discriminate if your not a certain race
So this is the worst company ever I never enjoyed working 
There as they all get together and talk about
You behind you back like so unprofessional and 
Make you sit there doing nothing I would not 
Recommend this company to anyone it's a wonder
Why the hire every single day the supervisors
Are very unprofessional uncaring and make you
Sign papers every single time maybe someone
Should write a report on them as they are not nice
And I will file a report with the labor board for
They way I have been treated 

I've worked at Fineline Solutions for two years. In that time-frame, I've had to take calls while working hours that were outside of my availability agreement, constantly be sent home due to lack of work if I work during the day, endure very strict micro-managing that was humiliating (ie getting yelled at for taking long bathroom breaks while struggling with IBS and back pain), was promised benefits but instead didn't get them with a frozen wage, and receive very little support when I ask my supervisors for help. Most of my coworkers feel the same way. As a result, I've left the company and years later due to struggles with other call centre jobs am going for employment and personal counselling because of my time working there.

On time work start and very good environment specially for new comers in Winnipeg.  I learned to appreciate others work attitude and new way of working as a Customer Experience Owner.  Management is well balance and always willing to help new employees.  Co-workers are superb and very friendly towards others. 

Hardest part of the job is during first call for new handled account but lead team are always supportive.  Training is also in high regards because of experienced personnel.

The most enjoyable in working with Fineline Solutions is knowing that you are working and earning and at the same time helping which is one of my passion.

Log into computor, get prepared. Check for any updates.
Assist other workers, help out as needed. And learn more about the individuals I assist, by asking questions to my bosses, and reading up in Tag information; and overall by persistant high level customer service quality. Also a great day is knowing that I have worked my best, and got many compliments from individuals I assisted; on the phone. Especially when they ask to speak to my supervisor, because they were so happy, and satisfied with my level of care, and service!

I wish I never left. The help you recieved if you had any issues, was excellent. There may have been a little bit of computer issues from time to time, but overall, one of the best places I have worked in a long time. I'm kicking myself for leaving. I thought that a better opportunity was something I wanted, but I was very very wrong. Fineline, is one of the most positive interesting and enjoyable call centres to work for. 

Top Job Titles	Average salary
Bilingual customer service associate 1 salary reported	$17.50 per hour
Customer experience specialist 1 salary reported	$16.00 per hour
Administrative assistant 1 salary reported	$48,000 per year

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