Pros
Nothing anymore. The pay used to be good, as well as the benefits, but the depression, and burnout from all the pressure make flipping burgers sound like a dream job.
Cons
Where to begin. When I started my pay was 15.38 an hour. The job was great. Good people, and management seemed competent. Right off the bat though, several things happened that to me were red flags. First off the lady in HR was fired almost without anyone noticing, and Management wouldn't comment whatsoever. Not long after this, the person in charge of determining pay rates, and shifts was caught receiving sexual favors for better shifts and pay. I ignored this and continued on. 5 years later. HIG has bought out Milestone. People are leaving in droves for better companies, so much so that milestone has labeled this recent class of new hires the " Attrition class" which have all been hired at 17 dollars an hour. Several people here make only 14 and have been here for several years. And management wonders why the attrition rate for this place is so atrocious. Their excuse was that the new hires were given more pay based on previous work experience. So who did they hire? Over qualified people with masters in IT? Nope a bunch of 18 year olds fresh out of High school. Many veteran agents, including myself have been here 5 years or more. Where is our pro-rated wage? We've been promised raises for 3 years now, and every year it turns out they just couldn't fit it into the budget. Well then don't promise it then. Management operates like a cartel here. There are several agents that snitch on other agents. Only favorites with their noses up management's butt get promotions. There's people who became supervisors within 7 months of getting hired over people who had been here years. It's also recently been discovered that they were paying salaried employees far below the minimum requirement for exempt employees. They have failed to pay certain agents the full amount they are owed several times. They will write you up for being 5 minutes late to clock in, or come back from break/lunch, but you will constantly miss breaks and lunches because you're stuck dealing with customers. Some agents have been stuck up to 3 hours after their shift ended on a call. One agent in particular took a call an hour into his shift, and it lasted until about 30 minutes before his shift ended. To my knowledge no penalty pay was given to the employee for having to miss his lunch and both breaks. When shift changes come around you better hope you've performed up to their standards or you'll find yourself stuck on graveyard even if you have children to care for. They rank agents for shift bids based off of certain criteria like your quality assurance score, your customer satisfaction rating, and your attendance. Tenure has no impact, but here is the kicker. Nothing matters really except attendance. Why? Because just like school Milestone gets paid for you to show up to work not for how well you do your job. So if you have missed days for whatever reason you're going to get a low rank. Essentially the hard work you put in doesn't mean $h!t. There are agents who are absolutely atrocious at their job but get first pick of shifts because they have no missed days meanwhile if you have an emergency, or in one agent's case a sick child, it will count against you, and management has no intention of having any compassion, empathy or understanding for your situation, but will absolutely demand that stay long after your shift ends, and that you put aside your own mental health so you can be yelled at by entitled gambling addict because you can't refund them after they spent their entire paycheck on a casino app. This job will drain you. This job will kill your willpower, your dignity, and your sense of self worth all for the almighty dollar. Do not work here.