Inadequate training, inadequate pay and high stress
Pros
The obvious pro is that it's work-from-home. Plenty of OT available for those who want to work it. The benefits are okay, though they are changing significantly next year for the worse.
Cons
I was in training for the RST position, which does wireless internet support for Comcast. The training was four weeks of incredibly inadequate (one extra week is used for 'nesting' - which focuses on the RSTs taking calls with someone listening in to give them pointers and help). It focused on learning programs that were to be used to take payments from customers, which is something they are planning to add to the RST position (which was not communicated at any time during the interview process). More than a day of training was used to train on sales, which is ANOTHER thing they are planning to add - again with no prior communication of such. The worst part of the position is probably the lame points that Comcast requires each representative to hit. The calls aren't necessarily scripted, but the rep must say certain things or their metrics suffer. You are measured against your peers based on those metrics, which include things like call time and transfer rate. If you are low on metrics, you can guarantee that you will be stuck with the worst schedules. On the subject of schedules, they just began a new "flex" schedule system. This means that you will be given a schedule, but from week to week, the start/end time of your schedule may vary up to 1.5 hours based on the projected call volume. You will also have one locked day off. The other will be between two other days. The company is also 24/7/365, so you will never get a holiday off unless you happen to be scheduled for that day. I could go on and on. If you can deal with angry customers all day (and keep in mind that you CANNOT hang up on them, no matter how nasty they get with you or you will get in trouble) and want to do that for incredibly low pay, it might be the place for you. Otherwise keep looking.
