Pros
- great salary (very competitive) - decent benefits -- free individual health care plans, "unlimited" PTO, etc. - if you have previous customer experience there are a few avenues for advancement - coworkers are often nice and there is ample teamwork
Cons
- black out dates in regard to the PTO, not truly "unlimited", and since there is not sick or vacation accruals (only PTO) you can only take PTO so long as there is enough coverage on the all-day phone queue (which there never is) - very high turn over rate, before I was hired the entire new hire class quit (4-6 employees) and in a span of 4 to 8 months approximately 4-5 people on my team alone have quit -- this does not include the development or implementation teams - long hours depending on the case load - unspoken status quo to work late, come in early, work on weekends -- anything to stay on top of your case load and metrics (prior to '22 it was expected that employees work every Saturday in January) - cases will be assigned to you even if you meet the quota or minimum taken and when they're assigned it's usually 6:30 or 7p EST - you will have to HUNT management down for role clarity, with such a high turn over rate role-responsibilities are often bungled and haphazardly moved from one employee to another; in order to get the full picture you will have to talk to multiple people from multiple teams and piece it together - merit raises are less than the national average and often times do not take into account inflation - constant internal restructuring - some for the better and some for the worse - abysmal training - new hires go through an "intensive" 3-week training and shadowing course and then are often thrown into areas where a different support employee has left; however you are EXPECTED to cross train and be fluent in more than one functional area if you want to advance in the company hierarchy but that training will most likely not be provided unless you initiate it or hunt down management for the training - very metric oriented organization where numbers and statistics guide the bottom line, who you are is less important than the numbers and statistics you produce - currently there is no clear stream or hierarchy, it is there and built out, but from the bottom-up there is no clear consensus of who to go to or for what - get everything promised during hiring in writing, often times employees are told different things than one another and without it in writing there's not much you can do about it (e.g., raises, internal promotions, transfers to different teams after xx amount of time, etc.)
