Pros
Unlimited commissions. Pay for performance when you aren’t on commission. Yearly bonus and pay increase. Paid training. Benefits and paid time off. Ability to transfer to different departments. Fun activities like ice cream socials, catered lunches and games/prizes. “Winner’s Circle” gets taken out for lunch.
Cons
The micromanaging at this company is honestly the worst I’ve ever encountered, and everyone I have ranted to agrees. It gives young kids a bad idea of what corporate America is. If you ask a question, you get yelled at. If you don’t ask questions, you get yelled at. Supervisors say you should “take ownership” but don’t provide you with any resources to actually help yourself. Mandatory overtime of 5 hours per week from Memorial Day to Labor Day. They’ll tell you it’s optional, but if you don’t sign up 1-2 weeks in advance, they’ll sign you up anyway. Everyone has to take calls during the busy season. Management always finds a loop hole to not pay you commissions. If you come in as a temp / the time you spend in training does not count towards your time there. Which means if you hate your position that’s longer you have to wait to transfer departments. Can only change positions after 6 months, only ever make lateral moves. Swing shift that is not set by you and cannot be changed unless you trade. Rude and disrespectful upper management. I cannot stress this enough... giving illiterate, uneducated people positions of power can only lead to issues. I appreciate the equal opportunity employment, but there must be a boundary on managerial positions. Different answers from every person you ask. Supervisors are never any help and then you are chastised for asking your team mates. You feel bad for customers and want to help, but are never given the resources to do anything but transfer people and hope someone else knows something more than you. You always get the run around - ask HR, ask your supervisor, they have to ask their supervisors; no one knows who is supposed to answer questions. Also, if you have a question, wait until about 2-3 days AFTER your deadline for that answer. Supervisors pass their work on to their employees, but employees do not get extra pay for doing managerial work. Promotions given to “favorites” not to those with experience and tenure. You’ll see agents going to floor supervisors, never having taken an actual call for that department. Promotions for those who have been with the company after only a few months, while 6-10 year employees are still left in the trenches. Their “dress code” is only enforced if you aren’t on the favorites side of management, otherwise you can show up to your day job looking like you’re ready for your night job. They try to do “fun” stuff in the Sunrise office because they know the job sucks, but then work from home agents and those in Anderson are left out. Games are only for the on-phone associates and typically only during summer. Unless you’re in escalations don’t expect to be a part of this employee of the month thing, can only get in my customer reviews so those doing the grunt work are never recognized. Strict attendance, 1 point per < 60 minutes missed or late. Points are given if you do not have any available PTO, even if you are sick they will not give you unpaid time off. They also take your vacation days and never advise of this, even when it is their fault on scheduling issues. They accidentally scheduled a floating holiday outside of the set time and instead of advising me of this so I would have the opportunity to work, or giving unpaid time off, they used my vacation time. Another situation I had an extended computer issue that made me unable to work, again instead of giving unpaid time off they took my vacation time to make up for their delay and errors. Another time I had scheduled unpaid time off for an extenuating circumstance and they still used my time. If you try to question management you get the same run around only to be told that “it is the policy”. I have never worked at a company that would rather take someone’s well deserved vacation time rather than just give them unpaid time off, especially for the company’s error. An absolutely backward policy program meant to hurt employees. Probably one main reason for the very quick turn around is the attendance policy. You also cannot schedule sick time for doctor’s appointments and must receive approval from your supervisor’s supervisor before leaving, and they are never available. You have to ask to go on an unscheduled break. Your breaks and lunches are at set times and have an “adherence” percentage you must meet; if you go at a different time it may lead to a write up or eventually termination. The job is great if you’re single, childless and never have any eventuating situations in your life. One of my BIGGEST issues is that they require you to eat in the cafeteria but do not have handicap accessible seating... that is ILLEGAL. They have a new building location and I’ve heard this situation has been better resolved.