Pros
This place started great, much like many of the reviews written here. Working remotely was the best thing about this place. As soon as my shift was over, I clocked out and that was that. Whatever was missed could wait til next business day.
The coworkers are great. Everyone is very helpful and willing to support due to the pitfalls listed below.
Cons
1. Management.
Their model of micromanaging employees is well documented in other reviews, and I can confirm they're true. They rely on fast change to mask the inconsistencies they cause to policy and end up confusing a lot of employees.
2. System Updates
Their dev team doesn't provide a fair warning when an update is rolled out, and there's always bugs to prevent you from doing your job effectively. It also doesn't help that they only provide PCs and not laptops. It would've been nice to work on the patio instead.
3. Attendance Point System
They have a point system that tallies infractions based on time and severity of the absence. This is across the board for all employees with no wiggle room. So if something comes up, they'll deduct the points and remind you how many points you have left. This is a poor way to boost morale and ensure attendance is met.
4. 1:1 Meetings
Every week you have one of these meetings to analyze your calls, point out what you did wrong, and offer minimal suppport. Mgmt claims they're available to help, but it's seldom the case. There's a level of independence without direction that's expected here, and it is not easy to navigate.
5. Clientele
The best part about being on the phones is when they hang up. Most of the customers you interact with on a daily basis do not care about anything other than themselves. You will be disrespected, and the worst part about it is you don't have the ability to tell the customer what time it is of it gets bad. You are expected to eat their attitude with a smile and welcome them back. So, if they cuss you out, transfer to a manager and let them figure it out.
6. Training
The first 2 weeks were great for onboarding, but afterwards expect to finish more training as it comes up on your own time. The deadlines are unrealistic for busy seasons, which seem to be a majority of when they're rolled out. This creates impossible situations of juggling customer care with training in whatever free time you have.
7. Compensation
They just don't pay enough for the amount of work they expect of you, in and out of your job description. Trust me when I say they'll find more things for you to do, so make sure that comes with a raise.
8. Communication
Whatever they tell you, get it in writing. If necessary, send a follow up email detailing what you discussed. They will forget.
In summation, this place is managed terribly and the experience will drain you of any energy you have at the end of the day.