You get to take actual care of customers
Pros
- Great pay - 3.5 weeks of paid training - 3 month ramp period - Full team chat support plus supervisors that want you to succeed - Employees that love their job and also want to help other team members - Bonuses from clients and the company - Not all phones, you get blocks of time during the day to follow up on emails - Sales get comps from their actual sales, CS gets put in for bonuses - You are ENCOURAGED to build a relationship with your customers so they'll contact YOU for their needs - Stat transparency - Wonderful with people who have special needs and has lots of programs for equality and diversity - They want and encourage you to move up once you finish the ramp timeframe
Cons
- When in ramp you absolutely cannot apply for any other positions in the company - Sales team has to work the same CS phone lines and answer the same reset password type things rather than getting a sales line. They receive a portion of the sales they generate during calls but have to really dig for a sale. - CS team answers the same calls as sales and could/have out sold them but receive nothing but bragging rights and the potential to get a bonus at the end of the quarter. (Yep I put those in good and bad) - Not nearly enough time to respond to emails. You get 1-2 blocks of 20 min per day but some of those emails request you spend a lot of time researching. - KPI for phones was about 60+ per day after ramp and 40+ for chats (two at a time) - Applying for schedule is strange. Every 3 months you bid for a schedule (21 or so available) and those who make the most money for the company get preference. This may be normal these days but this was the first time I have worked for a place that has done this. Especially considering it's not a 24 CS company.
