NOTE: This review pertains explicitly to the "communications specialist" position.
Although the trainers are very nice, I feel that training does not adequately prepare you for the curveballs that are thrown at you constantly. You will talk to crazy people on the phone all day and be forced to improvise with outdated company databases.
This job is essentially a complaint hotline, and on many occasions, you are the messenger that disgruntled employees shoot. You will talk to people that have been wronged, hurt, and abused. You will also talk to entitled, self-unaware hotheads, aggressive businesspeople who forgot their time in an entry-level role, and old people who somehow managed to get lost over the phone. More than anything, you will talk to very emotional people, and you must work hard to be patient and not let their negativity affect you too much. You are strictly prohibited from offering any sort of empathy or logical guidance.
Due to high turnover, the call center is constantly understaffed and calls come back-to-back-to-back. Any rest you break, while not necessarily frowned upon by management, effects your performance negatively.
This job, like all call center jobs, will lead to emotional and mental burnout. I would like to say that how you deal with that determines your success, but that is not the case. There are not advancement opportunities, and management is intentional about sharing their stories of being a CS "just like you" for this reason. You generally need to wait for someone to quit, at which point you will be competing with 5-8 other qualified people.
