Pros
Considering how much competitors are paying their employees to customer service reps, TELUS is by far the highest paying the cell industry. This not only benefits the employees, but TELUS as well, because there is less of a Churn potential for employees to leave TELUS since they do actually invest alot into proper training. The pay is the best part (except the union dues being deducted). Being unionized is not so bad. When you have seniority developed, there are more options to choose a flexible schedule. If you get the right manager, you are not micromanaged.
Cons
The downside is being able to get a day off when they claim that "service level" are high. If you need an emergency day off, it is very hard to get a day. The people that run the scheduling department, as well as the department that allots vacation is horrible. You can only take vacation in half or whole day incriments, when other company like American Express for their customer service reps, they can book personal time in 15 minutes incriments, and personal time comes first before anything else, over and above the stupid service levels. Telus will not pay for our parking at the scarborough location. It costs 50$ per month to part outdoors in parking lots pretty far, or 80$ per month for underground parking. The amount of money we customer service reps. make the company, and help retain upset clients, you think this could be the least they could do.