Overall Great Company To Work For
Pros
This was the best job I've ever had. I was paid over $15/hr and $16/hr after 5:30 PM. The training was fun and my trainer made the learning process easy and fun for us! We learned a lot and spent a lot of time laughing and telling stories, but also made sure we knew what we were doing for when training was over. After four weeks of training we were allowed to sign up for overtime even while in nesting. After nesting (four weeks) we were given 72 hours of PTO to use at our disposal, and this was only for the first half of the year. If you don't use your PTO which is 154 hours total for the year, they'll cash you out for it. We got our own cubicles which we were allowed to decorate and I always had something to do while taking calls to keep me busy. I am great with dealing with rude customers and they don't get to me or affect me as much as other people so this was the perfect job for me. Time went by super fast each shift and they almost always offer VTO where you may be approved to leave early if that's what you want. The OT is unlimited as well. When it was slow (which was mostly at night at most weekends) it would be 5-20 minutes in between calls and we were able to have down time to talk to co-workers or watch a movie on the flat screens etc. They have a kitchen with actual workers cooking breakfast, lunch, and dinner as well as convenience type snack items as well. We also had the ability to switch schedules for a day or multiple days if it was approved which almost always were in my case. My schedule was 12:15-8:45, but i always got approved to switch to 8am-4:30 PM or they would send out emails about schedule changes on certain days that you can use. Unfortunately, I had to stop working here due to personal issues, but I'm eligible for rehire this month, and I pray I can go back! The culture is amazing and it doesn't feel like your working in a call center, especially compared to the gorss, small, cubicle/equipment sharing call centers I've worked at.
Cons
Only con would be the attendance policy! My training was in December and my car spun off the road on the highway on the way to work. (I took pictures of it and still came into work less than an hour late), but due to this I was not able to receive my holiday pay and I still received a point for being late, although it was out of my control. Also the surveys. I know I was a GREAT CCR.. they have policies in place regarding fees being waived, etc, and if a customer already received a late fee waiver we could only give them one if their account showed they were eligible, or if they threatened to close the account. No matter how nice, friendly, and empathetic you are, some of the customers will give you a bad survey simply because the policies in place prohibited you from doing whatever it is they wanted you to do. If you waive the late fee when you're not supposed to, you get an email and get in trouble, but if you don't and the customer leaves a bad survey, you get in trouble for that as well. I feel as though these should only count against us if we genuinely didn't do our best to assist the customer, we shouldn't be held accountable for customers being upset that we have to follow company policies.