Extremely stressful. You are expected to do work that should be divided into at least a few different departments. No recognition at all, you are just another number. You are not even informed of how you are performing most of the time. Management is terrible and do not perform their jobs at all. Almost no additional training is given once you are on the phones. If procedure changes, you are expected to adhere to it immediately, there is no training opportunity given. Most of management has never been in this position and have no idea how to even do the job, more or less train on it. The most contact you have with your manager is a 10-15 minute meeting once every two weeks. It is evident that they come extremely unprepared and often times confuse your statistics with those of others. It is counted against your statistics if you consult tier 2 or any other department for assistance, however, there us no chat support after 7:00 PM EST. If you work a later shift and need assistance, your statistics will be lower than those of dayshift. There is also no language support for anything other than English after 6:00 PM EST, so if you get a call from a non-English speaker you must call out to an external line for an interpreter. This is counted against you in your statistics because you sought assistance, even though there was no way to avoid this other than hanging on up on the customer. There is very little communication between departments, and it is very common to just be told "I don't know" by a member of management. When you ask them if they can try to find out for you, they shrug it off. Management also takes time off very frequently and does not get in trouble for doing so. The only calls that are listened to by quality are those 15 minutes or less, so the more common hour+ long calls where you really have to work hard to fix a complex issue are never listened to or acknowledged by anyone. No one can see how seriously you take the job, you are just another number taking calls. There is also a one year minimum that you have to be in customer care before moving to another position. By one year, many people are fed up with the stress of this position and quit, leading to a very high turnover rate. Let those who wish to have non-phone jobs apply to other positions earlier.
