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Careerbuilder, wonderfully exasperating!

August 19, 2008

Yesterday our operations manager suggested I post three openings we had on Careerbuilder.  Instead of turning over the task to our in house recruiter I decided to post the jobs myself.  Three 30 day job postings were over $1,000!  Anyway, I completed the forms and entered my AMEX information into the site.  I received an email indicating that the jobs would be posted in a couple of hours.  Around 8PM I received this email:

From: “CareerBuilder Site Integrity” <CSI@careerbuilder.com>
Date: August 18, 2008 3:22:00 PM CDT
To: “Alexander Muse”
Subject: CareerBuilder Order Rejection

Thank you for choosing CareerBuilder.com. We apologize for any inconvenience; however, we need more information in order to complete our verification process for Order Number: CT-1233356 . Please contact our Trust & Site Security Team at 1-800-891-8880, Monday through Friday, between the hours of 8 AM to 7 PM EST; Saturday and Sunday, between the hours of 4 PM to 6 PM EST. We welcome the opportunity to speak with you directly so that we may gather the necessary information. CareerBuilder’s Site Integrity and Compliance Team. This is an automated message. Please do not respond to this email address.

I called the number and was advised that EVERY order over $1,000 is rejected and the customer is sent the same standard email requiring a call to their 800 number.  Really?  Why bother taking orders online over $1000?  Why not tell me that I need to call to verify my order IMMEDIATELY?  Why waste a full day?  The funny part was that the person I talked to NEVER actually verified my identity, instead he only asked if I was aware the charge was over $1,000.  I told him I was and that was the end of the call - he accepted the order.  My advice to Careerbuilder:

  • Since you don’t sell anything physical (i.e. a TV) there isn’t much risk in taking the order.  If AMEX declines the charge you simply take down the posting.  There is no additional cost to taking the order.
  • If you must phone verify orders over $1,000, offer to do it at time of purchase or at least generate an outbound call.  Do NOT require the customer to call an 800 number with long hold times the day after you take an order.  It is just rude.
  • Also, don’t have your operators say, “How can I provide you wonderful service today?”  It is a stupid thing to say and falls on very cynical ears.

Written by Alexander Muse · Filed Under Blog, Personal 

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