Pros
Back in 2013 it had a "family feel". It was only 8 miles from my home and I did not get on a freeway to get to work. Easy job; only 5 real responsibilities: billing, new orders, pick ups, etas, "operator".
Cons
Pricing for customers is handled very poorly. "WE HAVE ALWAYS DONE IT THAT WAY". 7 words that kill businesses. A lot of procedures are not written down and if the supervisor finds fault with your work, they "interpret" the verbal procedure to fire you if you take initiative and are proactive in supporting the bottom line and taking care of customers. It is bad business to give customers 5 year old pricing coz WE HAVE ALWAYS DONE IT THAT WAY. Then to get mad at an employee for quoting new pricing to customers who have no open orders or are brand new customers. Pricing is provided by city by Regional Sales Mgmt, not Customer Care. The cost of doing business varies by city. You are losing $$ when you charge Los Angeles pricing in San Francisco. Customer Care is afraid to put this procedure in Writing for fear Sales Mgmt will find out and chastise them. But they can punish employees who are proactive and take initiative. The real reason CC just gives in on pricing is mgmt and staff don't want any conflict with customers. Hello, just tell your customers pricing varies by city, and the customer will understand. You don't have to give them a credit coz you are afraid to tell customers the truth. Customers charge their customers the "going rate". If we did business with them, they would charge us full price! Any business that continues to operate under WE HAVE ALWAYS DONE IT THAT WAY will continue to suffer revenue difficulties and even buying/acquiring other businesses will not stop the $$ blood loss. ---------------- No real advancement opportunities. The only people that get promoted are young, easily coerced, and "obedient" employees. Most people who want advancement have to leave Customer Care and go to Sales or Ops. --------- No sick leave (Calif just forced them to give 3 days, but you have to accrue it over a year) No 401K match (they say in Oct 2015) If you are out sick, a dr's appt, or are late, they "force" you to use your Vacation time, even if you want to take it Unpaid. 1 Week Vacation your 1st year. 2 weeks vacation after 1 year. Start at $15 per hour. Mandatory OT when they feel like making you work. Low Morale due to a lot of back biting Supposed to be "1 Call Center", but major rivalry between East Coast and West Coast. East Coast makes all these "rules", rams then down West Coast's throat, and then does not follow their own rules. Heaven forbid you point out EC personnel did not follow the rules!