Pros
Pay is decent Nice location Health benefits and 401k opportunity Covered parking Free gym Cell phone discount with Verizon Some of the supervisors try to be supportive Co-workers are generally friendly Lots of overtime opportunity Quick, easy money
Cons
The company does not care about their employees. Since the former CEO passed away, all this company cares about is making money. They now outsource to a 3rd party company that has horrible hiring standards. Most of those representatives are lazy, rude and don't care about their job. The ones that get hired for the actual call center leave before their probationary period is over because they can't stand it. Most of the supervisors are lazy and can never be found on the floor. When you ask for help, all they do is moan and complain. They much rather sit at their desks and pretend to do work. If you try to let someone know something is wrong with one thing or another, is swept under the rug until a credit union complains. Procedures are constantly changing and you are marked down if you don't follow the procedures. You can be marked down one call for your tone even though you handle each call the same it just depends on which QA rep listens to your call. To get a bonus you must do well in handle time, QA and schedule adherence. If your call puts you over your break or lunch though, they will not adjust the time so you are penalized for staying on the phone and assisting the member. Which also affects your handle time. The handle time expectations are a joke. If you want to be a rep who helps your members in every way you can, don't expect to make handle time. You may have to call help desk for assistance or to transfer to them for a supervisor call or procedure but because they are short handed, their wait time can be 5+ minutes, so that I'd also tacked onto your handle time. Some of the help desk reps have no idea what they are talking about and if they give you bad information, you have the potential to be the one marked down unless you remember exactly who gave you the bad info. They also argue if you need to give them a call for one reason or another. A few are so condescending and rude, it's more beneficial to you to hang up and try for another rep. Promotions are a joke. Supervisors hire their friends or they choose to hire from the outside. Both situations which have come back to bite them but that doesn't stop it from continuing to happen. If there isn't a "friend" to hire then your promotion hangs solely on your interview skills. You may have a glowing resume and are a seasoned rep who knows the job but they will promote a rep who has been there less than a few months because they are better at facing a group of the same lazy, rude supervisors on the floor. How does it make sense to have other supervisors interview for the same position they are in. They are only going to approve people they will want to hang out worth and not do work rather than someone who will get work done. The coffee is AWFUL! They spent all this money on a coffee bar that used to have delicious drinks. Then they decided to shove "health matters" down our throats so now all you have burnt bitter coffee and tasteless smoothies. The "market" consists of over priced junk food and only a select few healthy items that everyone can enjoy, which are also overpriced.