I’m Kayla. I worked at Senture as a remote customer service rep. I’ll tell you what it was really like—good, hard, and the in-between. Short version? It’s solid if you want steady remote work and you don’t mind call volume. Long version? Let me explain.
If you want even more detail, I put together a full, step-by-step breakdown of the role over here.
How I Got Hired
I applied online on a Monday in late summer. The form was simple. I took a quick typing test and a short customer service quiz the same day. On Wednesday, I had a video call on Microsoft Teams. Basic stuff: “Tell me about a tough caller” and “How do you handle stress?” I gave a story about a caller who yelled over a lost card and how I stayed calm. I got the offer that Friday. My background check took about two weeks.
They told me my project would be a state benefits line. Busy in fall and winter. That part was true.
Paid Training (And What It Felt Like)
Training was three weeks, paid, Monday to Friday, 9 to 5 Eastern. We used Teams and their learning site. We had slides, live demos, and lots of role-play. I liked that we got real scripts and real rules. We practiced how to greet, verify ID, and handle fraud flags.
On day 8, we did mock calls. My trainer pretended to be a dad who lost his EBT card. I forgot to read one line from the disclosure. She paused the call and said, “Reset. Try again.” It stung, but it helped. By the end of week two, I could do the steps with my eyes closed. Well, almost.
Tools and Tech (The Nuts and Bolts)
For my project, Senture mailed me a laptop and a wired headset. Some folks brought their own gear, but I didn’t need to. I had to use wired internet. Wi-Fi wasn’t allowed. We logged in through a secure app, then opened the phone system and the client’s portal. We used:
- Microsoft Teams for chat and huddles
- A softphone app for calls
- A knowledge base for scripts and rules
One hiccup: my VPN dropped during a storm. My “adherence” score took a hit. (That’s the time you’re at your desk when they expect you to be.) My team lead fixed the points after I sent a screenshot. Keep proof. It matters.
Security and confidentiality came up a lot during those tech briefings. Trainers reminded us that a single off-hand message—especially on company devices—can snowball into public embarrassment and even legal trouble. If you’ve ever wondered how quickly a supposedly private chat can become headline material, one look at this roundup of infamous sexting scandals drives the lesson home and offers real-world examples that make “follow the policy” feel a lot less like busywork and a lot more like job insurance.
A Day on the Phones
My shift was 10:30 a.m. to 7:00 p.m. Eastern. One 30-minute lunch. Two 15-minute breaks. Calls came back to back. On busy days, I’d hang up and it would ring right away. Some calls were sweet. A grandma asking how to check her balance. Some were rough. A parent with no food and a locked card. You feel it.
We had three main numbers to watch:
- AHT (Average Handle Time): They wanted mine under 7 minutes.
- QA (Quality Score): They wanted 90% or higher.
- Adherence: Stay on schedule. Above 93% was the goal.
On a big Monday, I took 65 calls. The scariest one was a person whose benefits showed as “pending” for two weeks. I walked them through verification steps and opened a ticket. It wasn’t a magic fix. But I gave them a real timeline and set a reminder to follow up through the case notes. That helped me sleep that night.
Schedule and Pay
I started at $16 an hour. Overtime was time-and-a-half. During peak season, I worked a few Saturdays and one Sunday. They posted schedules in advance, but they sometimes asked for extra hours with short notice when call volume jumped. For a wider sample of what other employees say about pay, scheduling, and overall satisfaction, see Indeed's 643 employee reviews.
We bid for shifts by performance and tenure. When my QA scores stayed high for a month, I moved from late evenings to a mid-day shift. Tiny win, but it felt big.
For a peek at what the job feels like when you’re on-site instead of remote, take a look at this straight-from-the-shift account of careers in Somerset, KY.
Support and Culture
We had morning huddles most days. The team lead went over updates—changed scripts, system outages, or fraud alerts. We had a “kudos” thread in chat. If you hit target, your name popped up. Cheesy? A little. But on a tough day, it kept me going. You’ll find similar notes—both pros and cons—in many of the employee write-ups on Glassdoor.
Was it numbers-heavy? Yes. You feel watched. That can be stressful. But when I flagged stuff, like a broken link in the script, my lead took it up the chain. Two days later, it was fixed. That made me feel heard.
Growth (The Real Kind)
After six months, I took on SME hours (subject matter helper). I answered agent questions in chat for part of my shift and got a $1 bump when I covered. Small but real. I also shadowed QA for a week. I learned how they score calls and what they listen for. Pro tip: read every required line. Don’t skip the little tags. QA catches it.
The Hard Parts
Let me be straight:
- High call volume. Back to back. You need stamina.
- Scripts can feel strict. You can’t freestyle much.
- Short-notice extra hours in peak season.
- Pay is fair but not fancy.
- Tech hiccups can hit your scores if you don’t document them.
The Good Stuff
Also true:
- Paid training that actually teaches you.
- Real remote work with steady hours.
- Overtime when you want extra cash.
- Helpful team leads (mine was calm, even on surge days).
- Skills you can use anywhere: de-escalation, note-taking, time control.
A Few Real Moments
- A storm surge hit one Friday. Calls tripled. We set a shorter greeting to keep lines moving. I stuck to the checklist and kept my AHT under target. My lead sent me a “storm star” badge in chat. Silly name, but it made me smile.
- A caller cried on the phone. She had kids and no food. I verified her identity, checked a pending update, and found a same-day reissue rule. She got funds by evening. I took a breath after that call. Sat back. Stared at my keyboard. Sometimes the job is very human.
- My headset broke mid-shift. I used a spare I bought on Amazon and sent the receipt photo. They shipped me a new one the next day. Keep a backup if you can.
Tips If You’re Thinking About It
- Have wired internet and a quiet space.
- Learn keyboard shortcuts. Alt+Tab will be your friend.
- Keep notes. I used sticky notes for tricky scripts.
- Watch your tone. Slow and steady works better than fast and sharp.
- Screenshot outages and report them right away.
One underrated benefit of remote work is geographic freedom; some reps dial in from bustling metros, others from quieter Midwest towns like Janesville, WI. If you’re in that latter group and curious about where grown-ups actually hang out once the laptop lid snaps shut, have a look at this USA Sex Guide to Janesville—it crowdsources first-hand reports on local nightlife, date spots, and after-hours venues so you can decide whether to venture out or keep the Netflix queue rolling.
Curious how AI tools can speed up your prep? Here’s my no-filter rundown of six weeks using Careered AI.
If you want to stack Senture up against other remote-friendly employers, check out this quick comparison resource that lines up hiring speed, pay rates, and training length across similar entry-level support gigs.
So, Would I Work There Again?
Yes—especially for a season, like open enrollment, or if I needed steady remote work. It’s not fancy. It’s structured. It asks a lot. But it gives you a paycheck, skills, and a team that mostly tries to do right by people.
If you like helping folks, don’t mind rules, and want a headset job you can do from home, Senture can be a good fit. And if you get that first scary call? Breathe. Read the script. Trust your training. You’ll be okay.