Great in the beginning...but changed over the years - Customer Service Representative (CSR) II Customer Direct Employee Review

- Reasonable call volume, sometimes would not get calls for an hour or two at the start of shifts. Not constantly on call - Job interview was simple and streamlined - Management was extremely chill, everyone viewed it as a job and nothing more. If the work is done well and you're trying you're best you shouldn't run into many issues - No regular meetings. Meetings only happen if something goes extremely wrong, could go weeks without having teams calls. The meetings that do happen were short and to the point. Nobody turns cameras on, almost no one had profile pictures on teams. I have no clue what most of my co workers looked like - Free time is easy to come by. They explicitly told me that you can do whatever when you're not actively in a call, just as long as you're ready to take the call when it comes in. Most of the people working there were stay at home parents and the job seemed perfect for them, I usually just got chores done in between calls so I could have more free time after work - Management actively works to fix internal processes. Sometimes I would get tickets kicked back to me. Often times when I would talk with them and explain why I filled it out that way, they would change the ticket template to fix issues or compensate for edge cases - Never had issues working out of state. I could stay with my family for the holidays and still work shifts - Never had any issues approving days off or taking sick leave. I tend to get sick very often and it was wonderful not being made to feel awful about it

- Not a lot of upward mobility. I got transferred to a different department due to good performance but no raise was offered despite the increased responsibility and decreased margin for error - Raises are insulting. I only got offered a ~30 cent raise after being a top performer for a year in my department. The amount didn't even match inflation that year - Sometimes clients can be difficult. Most calls ended up being fine but on occasion people would get heated. Worst call one I had was being stuck in a call with a client screaming at me for 2 hours, we aren't allowed to hang up so I just had to take it until I could transfer them over to a manager - Health insurance wasn't great. It was workable the first few months, they changed it suddenly mid-year to "help save the employees money". Only got ~10$ extra per paycheck but the coverage was significantly worse and my deductible reset as a result. All my healthcare providers that I had before were now out of network

Not micromanaged by direct supervision

Too low of a salary cap