4.2 out of 5 stars.
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4.5Work-Life Balance
3.9Salary & Benefits
4.2Job Security & Advancement
4.3Management
4.4Culture

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Accommodating and Positive Environment

Indeed Featured review

The most useful review selected by Indeed
Smith.ai is a great company with positive culture. There is a lot of support and feedback from the team. The structure is set up to where you have one direct lead that can assist you and give you feedback on your performance, but also other team members that can assist in answering any questions that come up. The company is proactive and always growing and improving and implementing new features

Pros

Flexible and unlimited PTO
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Official response from Smith.ai

November 29, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We appreciate hearing about your experience here at Smith.ai and how much you enjoy working with us. We encourage you to continue to reach out to the team if you have any suggestions on how we can continue to improve.

Inadequate training

This company's training is inadequate. The hours of videos you have to watch on your own time do not match with the server that they expect you to learn. The trainers do not do the same thing and the documents you are meant to review do not match what the trainers are saying and doing. Overall, I wouldn't recommend.
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Official response from Smith.ai

November 29, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We respect that this is an anonymous process, but we care how our program affects anyone and everyone working with Smith.ai, whether positive or negative. We are sorry to hear that you felt the training was inadequate. Our program is designed to maximize your time with a trainer so while we do have a portion of our training that is self-paced, the videos are crucial to our training program and the time spent reviewing them is built into each agent’s daily training schedule which is not designed to be done on your own time as we do compensate our agents with paid training.With regards to the inconsistencies referenced, as our company continues to evolve with each new feature, our training can take a moment to catch up with the changes. We do our best to account for these updates and it is why our training is a combination of mock calls on our training servers and live calls on the server. This combination allows us to create a foundation for call handling before transitioning to our live server where trainees experience live calls with the assistance of a trainer. That said, over the last few months we have been revamping our training program to create a more cohesive foundation for new agents and we are excited to see how our new foundational program supports agents in their - 

Flexible and wonderful company to work for

The team is very flexible, emergency time off, finding coverage, and planned time off is extremely easy to request and flexible. The teams we work hand and hand with are helpful and everyone is so kind. The owners regularly communicate with everyone of all positions no one is seen as higher than another.

Pros

Consistent breaks, flexible hours, great environment

Cons

Overwhelming at times
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Official response from Smith.ai

November 15, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We appreciate hearing about your experience here at Smith.ai and how much you enjoy working with us. We encourage you to continue to reach out to the team if you have any suggestions on how we can continue to improve.

This company is a mess

The interview process takes no less than 2 months. The training periods are about the same time frame and will be extended for any reason they want. In the meantime, your bills are still coming in and you're not getting more than 12 hours a week. They just hired a bunch of agents and not everyone is getting their guaranteed shift hours, which was only 25 hours to begin with. If you have financial responsibilities don't waste your time with these jokers.

Pros

Flexible schedule, work from home

Cons

Hours not guarantied, long hiring process
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Official response from Smith.ai

November 14, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We respect that this is an anonymous process, but we care how our program affects anyone and everyone working with Smith.ai, whether positive or negative. Regarding your comments about the interview process, we do provide a paid interview process as we want to ensure that the position is the best fit for you and the company. The interview time frame varies based on the interviewee availability as you select the best date and time for you. Regarding training and extensions, we seek to set our virtual receptionists up for success and sometimes this means extending their training to ensure they are ready. With regards to the shift hours, we do require new agents to work a minimum of 25 hours and those hours are guaranteed. We take many factors into our staffing so we may ask if anyone would like to leave early if the day warrants it but more often than not we have open shifts available for pick up and hours are available to those who want them.

Flexible work place

I like Smith.ai because of the ability to create me own schedule as a working parent. The call load can be much at times, but overall an easy gig. Would recommend for part time at least.
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Official response from Smith.ai

November 8, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We appreciate hearing about your experience here at Smith.ai and how much you enjoy working with us. We encourage you to continue to reach out to the team if you have any suggestions on how we can continue to improve.

Started out good

This place started out good but then it went downhill. Rethink moving up to specialty member roles because while growing in a company is a wonderful thing most of the time, here it may just end up in double the frustration. Also they claim to not be a call center, but the back to back, constantly in queue says otherwise. I can't speak for chat since I started as a receptionist so maybe it's better.
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Official response from Smith.ai

October 13, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We respect that this is an anonymous process, but we care how our program affects anyone and everyone working with Smith.ai, whether positive or negative. Regarding your comments, we are sorry to hear that you feel that working with us is no longer a positive experience. We encourage you to reach out to the team if you have any suggestions on how we can improve. Please know that your comments will be reviewed.

Cada vez te ven menos como persona y más como herramienta

Lo más difícil es cumplir estándares imposibles, cuando ni los altos supervisores los logram

Pros

Sueldo

Cons

Beneficios
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Great support system

The different teams are very accommodating when it comes to hours and scheduling. The interview process was difficult but aptly prepared me for the job. I always feel supported and everyone is very friendly.
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Official response from Smith.ai

August 24, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We appreciate hearing about your experience here at Smith.ai and how much you enjoy working with us. We encourage you to continue to reach out to the team if you have any suggestions on how we can continue to improve.

Good

Good place to work at. Has it’s downsides like any other company but overall it’s good with flexibility. They are transparent in what they communicate to employees
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Official response from Smith.ai

August 22, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We appreciate hearing about your experience here at Smith.ai and how much you enjoy working with us. We encourage you to continue to reach out to the team if you have any suggestions on how we can continue to improve.

Fair job but very stressing at times

Smith does offer good pay if you work outside the US but is a bit unfair at the same time. There is unequal pay and only get a slight bump in pay if you are bilingual. However, an agent that works in the US will still get paid more if they are not bilingual, which is a bit upsetting as a good amount of calls are in Spanish. Foreign agents don't get benefits, including paid vacation, which is also a bit upsetting. Now take into consideration that the dollar is each day losing its strength so each time foreign agents get paid less in their currency even though they work the same amount of hours. The call-outs on a regular basis are insane. To the company, being late to a shift is more damaging than calling out for the whole shift, which makes little sense. Calls are usually back to back. The hours can be adjusted to what works best for you which is good and almost everyone is friendly and easy to talk too. There are good things and bad things, but as the company grows, it is not necessarily getting better. More call volume is added without more agents. Hiring more agents doesn't solve the issue, since the call-outs are off the charts.
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Official response from Smith.ai

September 1, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We respect that this is an anonymous process, but we care how our program affects anyone and everyone working with Smith.ai, whether positive or negative. We provide a competitive salary in our field based on location. As for your comment regarding benefits, we do offer health benefits for those agents that are located in the US and working 30+ hours, unfortunately, we do not offer paid vacation for any of our employees. Please know that your comments have been reviewed and we appreciate the opportunity to address these concerns.

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Unsustainable as a business

This is a good job for someone in or fresh out of college who does not pay for rent. Otherwise, keep searching. Firstly, there is a $15 minimum and maximum for receptionists who take calls. This may not be the minimum wage in same states, but it is in others and there is no consideration of the cost of living as most states require more than $15/hour to live. The business itself seems to always be at the edge of failing as there are too few receptionists and they continue to take on businesses. This is essentially a call center, but the problem is that they have any receptionist take on random calls from random businesses. You have no experience with hedgefunds and can't answer this potential client's question? Too bad. They have a ridiculous attendance policy and ridiculous call handling policies that take up time and confuse clients, hurting the businesses they take on. You want to help people? Not here. Not to mention the server that crashes once a week and they have you troubleshoot a million times for a problem that is almost always a direct cause of the server 🙃

Pros

Great supervisors and coworkers

Cons

Horrible server, Unsustainable Business Practices, Abysmal Pay, Ridiculous Attendance Policies
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Official response from Smith.ai

June 22, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We respect that this is an anonymous process, but we care how our program affects anyone and everyone working with Smith.ai, whether positive or negative. Regarding your comments, we are sorry to hear about your multiple concerns while working with us. As so many of our changes are initiated by the feedback we receive from our agents, we suggest sharing your feedback and suggestions in our internal channels. Furthermore, we strive to have an open-door policy and we do encourage our agents to reach out to their manager with any concerns and feedback.

absolutely love it here!

I've been with smith for a little while now and absolutely love it. They have improved majorly with updates and I have met many great people at this company. Highly recommend!
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Official response from Smith.ai

May 9, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do. We appreciate hearing about your experience here at Smith.ai and how much you enjoyed working with us. We have had some pretty amazing growth this past year and we appreciate our team sticking with us as we navigate those growing pains. We encourage you to continue to reach out to the team if you have any suggestions on how we can continue to improve.

A great workplace that valueS their employees

The support and employees here do such a great job at making you feel comfortable. They will have 1 on 1 biweekly meetings with you to check in on you in case you are struggling with anything or have questions for them. I have not had a single bad experience with any of the upper level management, and they are always offering opportunities for new and better positions.
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Official response from Smith.ai

May 4, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do. We appreciate hearing about your experience here at Smith.ai and how much you enjoyed working with us. We have had some pretty amazing growth this past year and we appreciate our team sticking with us as we navigate those growing pains. We encourage you to continue to reach out to the team if you have any suggestions on how we can continue to improve.

The thrill is gone

I was excited when I was offered a position with Smith.ai, but that soon changed. I feel like they micromanage you, training is not long or thorough enough and the pay is not great.
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Official response from Smith.ai

April 17, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We respect that this is an anonymous process but we care how our program affects anyone and everyone working with Smith.ai whether that be positive or negative. We are sorry to hear your time with us took a turn shortly after starting with us. As this is a virtual work environment, we have parameters in place to ensure work is being conducted properly for the sake of not only ourselves but also the businesses that entrust their communication services to us.We sincerely appreciate your investment in providing us feedback and, as always, will use it to ensure we are creating a world-class hiring process and agent community for all future agents.

Horrible Experience

This was by far the worst experience I have had ever had with any company in my 15+ years of experience. The level of miscommunication, dishonesty, and lack of courtesy for individuals time by this company is paramount. Please look for other opportunities and do not waste your time with this company. There are so many great companies and opportunities that are available!

Pros

None

Cons

Miscommunication, lack of courtesy, low pay, micromanage, judgemental, dishonesty, etc.
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Official response from Smith.ai

April 17, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We respect that this is an anonymous process but we care how our program affects anyone and everyone working with Smith.ai whether that be positive or negative. We are sorry that you did not enjoy working with us and we take your review very seriously. However, without additional details regarding your time at Smith.ai we are unable to dive deeper into these concerns. If you would be open to sharing with us, please send us an email so we can look into these concerns as we are always seeking to improve our employees experience. Please send an email to hiring@smith.ai and use the subject line “Urgent Smith.ai Onboarding Experience”.

Not great experience

Did not turn out to be what was represented. Work life balance is ok, but the company has grown too fast. There is not a ton of accountability . I just want to make sure that people know what they are getting into
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Official response from Smith.ai

March 2, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We respect that this is an anonymous process, but we care how our program affects anyone and everyone working with Smith.ai, whether positive or negative. We’d like to learn more about where you felt we misrepresented the position so we can make any necessary adjustments. At the end of the day, we want new hires to feel that we have accurately described the role and expectations. If you will, please email us at hiring@smith.ai so we can learn more about your experience here at Smith.ai. Thank you.

Used to be a great company

I loved working there except for the last few months. I was there for almost 2 years and saw a lot of changes. The company almost doubled in size during that time and imo not for the better. Advancement opportunities became for “ friends” only and those literally out of training were given specialist positions I’ve those that had been there much longer. I was ghosted by some in mgmt when I messaged them and overall I no longer felt like I belonged. It’s a shame because overall it was a really good company to work for until it wasn’t.
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Official response from Smith.ai

January 12, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We respect that this is an anonymous process but we care how our program affects anyone and everyone working with Smith.ai whether that be positive or negative. Regarding your comments about your time working with Smith.ai. We are sorry to hear that your employment for the last few months changed on how you felt about Smith.ai. We have had amazing growth over the years and due to this growth, we had to make changes in how we function as a company to meet that growth. As for our growth opportunities within Smith.ai, we strive to promote workers who offer skills and strengths that fit open positions. We offer these opportunities to everyone and encourage those interested in applying to do so. Again, we are sorry to hear that your time with us was not what you expected and Smith will continue to work toward making every team member feel valued and connected. We appreciate the opportunity to address these concerns.

Best starter job

You have great control of your hours, and can work any amount between the minimum and maximum. It's easy to get time off (though it isn't paid), and management is genuinely concerned with your wellbeing. You'll learn a lot about legal terms, and your typing and multitasking skills will improve. At the busiest times, it can be quite stressful, but for the most part this job is easily manageable. For every difficult stranger you talk to on the clock, there are five friendly ones.

Pros

Flexible hours, Frequent opportunities for advancement, Helpful & friendly coworkers, Constant work to improve employee experience, Genuine concern for employees' wellbeing

Cons

No in-person interaction, Surveillance, High-stress during busy hours
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Official response from Smith.ai

January 4, 2023
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We appreciate hearing about your experience here at Smith.ai and how much you enjoyed working with us. We have had some pretty amazing growth this past year and we appreciate our team sticking with us as we navigate those growing pains. We encourage you to continue to reach out to the team if you have any suggestions on how we can continue to improve.

Flexible remote job with consistent hours

The job is very flexible in that you build your own schedule around the company's business needs (usually during regular business hours, but +/- a few hours depending on time zone differences), but you are guaranteed the schedule you have been approved for each week. The time off policy is very flexible and allows for a great work-life balance. Taking time off is not looked down upon, to the contrary, it is encouraged. The company is constantly growing and changing, which can be a pain point with any company. However, the team is very supportive in adapting to changes so that disruption is minimal. Feedback is appreciated and frequently implemented. My wish list items would be offering PTO and paid sick time.

Pros

Flexible, easy to take time off, feedback is implemented

Cons

No PTO, no paid sick time
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Official response from Smith.ai

November 4, 2022
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do. We appreciate hearing about your experience here at Smith.ai and how much you enjoyed working with us. We have had some pretty amazing growth this past year and we appreciate our team sticking with us as we navigate those growing pains. We encourage you to continue to reach out to the team if you have any suggestions on how we can continue to improve.

Clients were great, management was not.

management nitpicks at you and half the time they make the same mistakes or worse. high call volumes for minimum wage in my area and they never let you breath.
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Official response from Smith.ai

November 4, 2022
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do. With regard to your comment about management and call volumes. As a remote company, we have necessary procedures in place to help our Virtual Receptionist do their best. We are sorry if you feel that this equates to nitpicking. These policies help provide our team with the functionality this remote work environment requires. As for call volumes, we also have procedures in place to assist our Virtual Receptionist. This can include sending messages for our Virtual Receptionist to go offline to complete any work that is pending. As we are always open to feedback, we hope that you will reach out to your manager about what we can do to better your working experience with us. Thank you for providing this review.

Interesting job

Being a virtual receptionist at Smith.ai is an interesting job for sure. You learn a little bit about many different fields, nearly every day. It can be pleasant, but it can also seem monotonous at times. There is a wonderful work-life balance at Smith.ai and it is very easy to request time off. However, there is no PTO, and it can sometimes feel like you are being micromanaged. Overall it is a fair job, and the management is open and welcoming to feedback. I really like my manager and teammates, and my work schedule is great.
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Official response from Smith.ai

October 14, 2022
Thank you for writing a review for Smith.ai. We are a company built on continuously utilizing feedback to integrate improvements, provide a better service, and create a culture our agents love. Communication is vital for us, and we highly value open communication and transparency in everything we do.We respect that this is an anonymous process, but we care how our program affects anyone and everyone working with Smith.ai, whether positive or negative. Regarding your comments about being micromanaged. As a remote company, we have necessary procedures in place to help our Virtual Receptionist do their best while also providing structure to address any issues that may arise. These policies help provide our team with the functionality this remote work environment requires and we are sorry if you feel that this equates to micromanagement. As we are always open to feedback, we hope that you will reach out to your manager about what we can do to better your working experience with us.

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Overall rating

Based on 107 reviews

Ratings by category

4.5 out of 5 stars for Work/Life Balance
3.9 out of 5 stars for Salary / Benefits
4.2 out of 5 stars for Job Security/Advancement
4.3 out of 5 stars for Management
4.4 out of 5 stars for Culture

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