Pros
The coworkers are great, mostly because everyone is bonded by the shared experience of being micromanaged and overworked. Ohh and free gum in the office.
Cons
Unrealistic Expectations: Management talks a big game about providing Best in the World service, but they expect you to maintain that level of polish even on a grueling 3-hour call. There is zero support when dealing with abusive dealers; management never has your back, leaving you to absorb the insults while they sit back and watch the metrics. The "Not-A-Call-Center" Lie: They pride themselves on saying this isn't a call center, but that’s a joke. It’s back-to-back calls all day with dealers who are constantly angry. It is normal to see people unable to take a basic break because they are stuck on a call for hours with no relief. Compensation & Raises: The pay is horrible for the mental toll this job takes. To even be considered for a raise, you have to consistently perform duties well outside your actual job description. Benefits are on a steady downward slide, and "room to grow" is non-existent because anyone competent is treated as collateral to keep the phones manned. Cheap Culture: The company has become increasingly stingy. Instead of real recognition, they lump everyone’s monthly anniversaries together and throw a cheap box of generic donuts or expired snacks in the breakroom as a "thank you." It’s a joke Toxic Management: Micromanaging is constant, and favoritism is rampant. They are incredibly sensitive and will frequently censor you if you voice a concern. Even getting a day off for something as serious as a funeral is a nightmare; you have to beg people to take your shifts months in advance. Burnout & Turnover: The turnover is crazy. Between the painful QA process and the lack of respect for staff, nobody wants to be in the office, and most people are looking for the exit the moment they start.