Pros
Most Customer Care reps have been working from home since the pandemic began. Management is generally flexible about shift schedule changes. Customers are generally very easy to handle, especially if you’re experienced in Customer Service already.
Cons
If you are actually extremely adept at your job, management will almost never give you positive feedback. Instead, about 90% of my correspondence with management over the last year involved them holding the threat of forcing us to return to the office throughout the pandemic and them nitpicking my customer service interactions. Even after a year of working there, they still treat me like a fresh-faced 18 year old who’s never held a real job in their life. I have several years experience in Customer Service, but you wouldn’t know it based on the way management interacts with me; I’ve never had such a disrespectful employer in my life. If you send emails to management pleading for them to stop micromanaging your interactions, because they are hurting the customer care quality portion of your job, they will completely ignore you. Professionally speaking, I was instructed at age 20 that if you get an urgent or emotionally charged email from anyone, you must respond to it within 24 hours with at least a simple “Message received. We are looking into this now. We will follow up by X date.” Instead, I have management leaving my email without a response for an entire work week. It’s funny how they can be completely on top of me when I don’t need them at all, but when you actually ask for their help, you get crickets. You don’t have any assigned managers at this job. This was my first job like that, and I completely understand now why literally none of my previous employers used this “style” of management. Basically, any manager is your supervisor and mentor at any time. This means that if you were expecting mentorship or quality training development while you build a close rapport with a couple of managers, you can look elsewhere. You will only get a very disorganized, overstaffed management team that doesn’t even communicate basic employee training preferences to one another to ensure the best results for the company and the employee. They made this new managerial structure to avoid “favoritism” between managers and employees. What they really mean is they only have 1 or 2 decent managers on the team, and all of the employees would flock to them if they could; they don’t want to admit that they have a bloated management team that has become extremely redundant, especially now that most of the Customer Care team is working remotely and independently.
