Pros
-Great health benefits -Above average pay for a call center customer service job -Clearly defined expectations/metrics -Wide range of shifts available -The company tries to be honest and transparent with customers and employees (but often fails due to their own unrealistic metrics.)
Cons
-The calls are non-stop. You truly barely have time to take a breath before the next call pops into your ear. -Angry unhappy customers, and I mean ALL of them. No one calls in for any reason other than that they are unhappy about something. They treat you like dirt. Calls are recorded and you are rated by a survey from customers, so you can never ever be anything but perfectly pleasant. Even then customers will rate you poorly if the company answer you had to give them does not satisfy them. -Impossible to meet the metrics. I've worked in various professional jobs for almost 20 years and I can tell you that I've never experienced such a high pressure unrealistic set of expectations for employees. There are about 10 metrics and you are supposed to meet them all, but they oppose each other. For example, calls are supposed to be under 3 minutes and you need to make a sale on every call (remember these people are usually calling in because their bills are too high or they need tech support.) -Constant "feedback" from management really boils down to being cracked with a whip several times a day. To follow up on my previous example, if your call is going over 3 minutes because the customer is particularly unhappy or needs tech support your supervisor will come over and tap on the clock on your phone and give you a wrap it up hand signal. -They claim customer service is your job focus, but it is really sales. Customer satisfaction is not a priority anymore.
