Poorly Managed. Needs a total over haul.
Pros
Co-workers are great. Very informal and laid back environment. Office staff are like family, field staff are laid back as well. Inside the office, we tolerate each other like family. We tick each other off one moment, but in the next we're back joking around with each other. Most times it's a very enjoyable environment to work in.
Cons
There's very little diversity as you go further up within the company. Very poorly managed from the top down. Initially it comes across as being very people and customer oriented, but you soon learn that it's all about the number. Customers have to wait 24-48 hours to speak to a manager, and sometimes that time is extended. They're not really concerned about the skillset of their office employees. They just want bodies. An individual can have amazing verifiable experience in an administrative area, and be hired for this purpose by Talent Acquisition, but in the end, at the local level, management will put this person on phone duty, operating as a CSR. They just want bodies to answer the phones. Most staff have primary administrative duties which have critical deadlines, but are also expected to operate in a CSR capacity. Training is a joke. There are no designated trainers, or designated time for a staff member to train a new office employee without interruptions. The new employee more than likely will just be shadowing while the seasoned staff member is chugging along a their normal pace to get their work done and meet deadlines. There's not much time or space allowed for slowing down and asking questions. It's really a "trial by fire", "throw em to the wolves", "sink or swim" type of training environment. Proper training typically isn't given until noticeable mistakes that affect revenue are made. Reactive, not proactive training. Management is driven/pushed by Corporate micro management and "Numbers Guys" in upper management, so the "suck" here is not entirely lower level management's fault. Speaking your mind is often frowned upon, and when issues about management are brought up in direct communication w/ management there's a strong chance that you'll be gaslit. Sales and Service Coordinators take the blame for virtually everything that goes wrong, even when they're not directly involved in the situation. The attitude is much like, "Well, you all should've caught it before it happend".