Pros
1. I love having the ability to work remotely. 2. Vacation is accrued during the time you're working and starts accruing during day 1 of employment. 3. Management is not overbearing and is helpful when it comes to certain life situations such as power outages, internet outages, etc. 4. I haven't experienced it myself yet, but it does seem that there's a large amount of career opportunities. You receive emails when a position has opened up and are invited to apply. They also give you an opportunity to do a trial period with a certain position to see if that's the job you want to transfer to or if it may not be your cup of tea.
Cons
1. Pay is not what was expected nor what was told to me during interview process. I was told that raises would increase every 6 months as you grow your tenure. Few months in, I was then told that I would not see a raise for a few years or until I reach a certain skill/department (Premium Services) considering I was already brought in at the maximum rate which is not what was told to me. 2. During the interview and training process, I was told that the company offers flexible scheduling to help work around your life/work schedule. When I asked about changing my schedule due to my husband's schedule changing which resulted in either of us not being able to pick up our 1 year old from daycare, I was told no and that I was hired for that specific time slot and that I cannot change my schedule at all under any circumstances. That rubbed me the wrong way. 3. When it comes to seeking help everything seems all over the place. Your options are looking up articles, contacting another department which is an entire issue in itself, or reaching out to management which... is almost never there. If they are there, they tell you to reach out via help line which sometimes doesn't provide much help. 4. Transfers. When it comes to transferring to different departments it's a complete nightmare!! You can only do a warm transfer and every single time I get a customer that needs to be transferred to the correct department, the representative on the other end pretends that they are going to take the call then will disconnect. EVERY SINGLE TIME!!! It's extremely frustrating. Then the so called resolution is to submit a transfer tracker documentation about the representative who disconnected but nothing seems to be done about it. I've made so many submissions that I could write a 5 page essay. Now, they say you can cold transfer after being disconnected with an agent twice but that shouldn't be the case. 5. 85% of the time I truly don't even understand what I'm doing or supposed to do when it comes to helping some customers. You're very limited on what you can do which angers many of the customers. You're here to guide customers through the website and tell them to do it on their own. 6. My vacation was used without my knowledge or consent. I came across a day where I was very sick and was going in to use some of the vacation that I accrued only to find out that it was already used. I had a couple cases where my internet provider was doing maintenance for our neighborhood and connection would go in and out. I gave management a heads up days before about it but still attempted to work. During the timeframe where the internet was out for a few hours it seems that they input vacation hours during that time but never told me. So I was a bit frustrated when I went to go use it when I actually needed it and there was none to use. Now, I understand companies aren't perfect and the call center jobs aren't the greatest and will have its ups and downs. I've previously worked as a call center representative for AT&T and I had an absolute terrible time with AT&T. But I hate to say it, I'd rather go back and deal with AT&T than eBay.