The job itself was extremely un-organized and stressful, which results in a high turnover rate.
You will take inbound calls, live chats and emails from unhappy/irate members in the US & abroad regarding the switch to Managed Payments from PayPal.
You are expected to stay on top of constant changes/updates in policies and procedures on several different subjects/issues, and be able to navigate between several convoluted resources to find answers.
Initial training is 6-7 weeks in a group, that feels like a fire hose of information. however, ongoing OTJ training and support is provided.
Like any call center environment, you need to meet metrics. Some which are very difficult to control (like customer feedback/ratings).
Very strict attendance/timekeeping policy. Constant IT/App issues make it very frustrating working from home.
Inconsistent access to timely escalations guidance/support when on live calls and chats with customers with difficult issues (that affect your metrics).
You are expected to stay available up to the very end of your shift, making it next to impossible to clock out on time, so overtime is pretty much expected. Schedules offered are to cover 24 hour support, so don't expect a normal M-F/9-5.
