Pros
Pay and Benefits are okay
Cons
Where do I even begin? The training was and continues to be terrible. Immediately upon completion of your fingerprinting, drug screen (which is a HAIR SAMPLE), and background check you're thrown into an intense 2 week licensing training class. You have 2 chances to pass or you're SOL on the job. It's basically jamming all the homeowners AND auto information into your head to get you licensed. It sucked. Then after passing a crazy state exam that you'd breathe a sigh of relief, right? WRONG. You are then put into the actual job training which is the worst training I've ever received. Management will do everything in their power to not provide you with real-life calls and examples, which would greatly aid in learning the position. They refuse to do job shadowing to learn the role as well. So now you're trapped in this hell hole that is another 6 MONTHS of job training. This consists of: *Hot Seats: you role play with management different on-call scenarios and are graded * Written Tests & Quizzes * Group projects (yes, exactly like high school and complete with Powerpoint) There's so much more to go over with training, but I'm getting PTSD flashbacks. This job is so debilitating for your mental health and they have nobody to talk to in regards to your suffering. Almost my entire training class has left the company already, which was alarming and terrible considering this was the first employment any of us had since the pandemic layoffs. After training you think again.. okay can I breathe NOW? hahaha Nice try. You're then put into "train-tran" where you have different checkpoints each lasting 2-3 weeks. In order to FINALLY actually be performing the job, you need to pass these checkpoints. Easier said than done, though my friend. You are graded on metrics that include Quality (you're graded by your recordings by a separate team), Calls Per Day, Excellent Surveys (you better not get a very good because that won't cut it, bud), Time Available for Calls, and Hold Times (must be less than 3 minutes and check-in with the customer on open holds every 45 seconds. Stressed out yet? Just wait until you get an angry customer on the line. You're not allowed to hang up until you tell them they need to speak to you professionally and get berated some more. Management is a joke, there's no room for advancement, and a few of the upper managers are trash humans. They'll talk down to you and don't care at all about your complaints. Seriously, it's not worth it. Run away if you value your mental health.