Pros
- Smart, kind co-workers - Cool perks when you are in the office - Pretty flexible work environment in terms of PTO and sick days
Cons
***The company is falling apart at the seams. Seriously -- if you are considering a CX position (anything in "Care" or "Engagement"), just run the other direction. Literally any job is better than this one.*** CX staff is completely overworked and exhausted. Many folks have been working the phones for 7-8 hours a day for months. Morale is devastatingly low and people are quitting almost every day. Leadership's response has basically been to do nothing except falling back on meaningless platitudes ("we acknowledge your efforts!", "you're helping our customers when they need us most!", "your hard work isn't going unnoticed!"). Leadership generally leads from their ivory tower. They are disgustingly disconnected from the day-to-day operations and continue to lie to CX staff about some magical "plan" that will make everyone's lives better. We're about four months into the covid-19 crisis and they continue to blame the "unprecedented times" for their inability to formulate a cohesive plan that doesn't fall apart in 24 hours. Nobody cares anymore. You can clearly tell that service quality has gone down significantly (customers comment on this regularly, in fact). Nobody wants to take on difficult work anymore because it goes unnoticed and unrewarded. Attrition has gotten so bad that literally everyone needs to be on the phone at all times just to keep our head above water. It's a nightmare. Does anyone even answer customer emails anymore? I saw one the other day that was 11 days old. Great service we're providing here, huh? Plans change daily. Project teams are formed and dismantled before a shred of work is done. Promises are made but leadership doesn't feel obligated to deliver on them. Nobody takes leadership seriously anymore because they are contradict themselves so regularly. If you confront leadership about this, they get all huffy and defensive...like they are the victim. It's quite bizarre honestly. Most other areas of the business have no clue that CX is on the verge of collapse. Blissfully unaware, I suppose. Leadership paints this happy picture of the organization during weekly all-hands meetings, but they carefully omit any information that would suggest that CX is struggling.
