Pros
- some great coworkers - it is a relatively straightforward job - some calls where you're able to book a guest can feel very satisfying - SOPs are available to access if you need to reference something - payroll was always consistent - some benefits, unlike many call centers - fully remote - closed federal holidays - some guests are very nice and fun to speak with - 10 hours of paid community service per year - $0.25 raise per quarter with the possibility of $0.50 raise per quarter based on performance - management will reimburse $40 a month towards a gym membership (you can choose the gym but management must approve and you must attend the gym a minimum of eight (8) times per month in order to receive this benefit)
Cons
- constant turnover which makes providing good service impossible - low morale due to constant turnover, low pay, and management behavior - friction between the CEO-owned clubs and the franchised clubs, which often puts you in the middle of disputes between the franchise owner ("Strategic Partner") and the CEO's team (and you are paid/handled by the CEO's team) - low salary for the stress of dealing with some angry guests and management; some of the clubs are far easier than others to deal with - working at least one day per weekend is mandatory, and Saturdays are incredibly busy and unpleasant to work - not a lot of choice over your schedule/changes to your schedule are made and you're expected to be flexible and disciplined if you can't make those hours - you'll be written up if you call out sick without providing a doctor's note, which for the salary provided is unfair: most employees cannot afford to go to the doctor, so electing to work while sick is easier than getting written up for calling out - no paid sick time/no paid holidays - federal holidays are off but unpaid and there is a mandatory working period after each federal holiday which you cannot take off (i.e. closed on Christmas Day 12/25 but mandated to work 12/26, so good luck traveling for that holiday) - some guests are incredibly rude, will curse at you and scream at you and there's no way to promise them that their issue will be resolved because management is constantly rotating and there are too many steps between connecting the guest with the actual management of the club. - PTO accrual is slow, you earn 8 hours PTO per 200 hours worked. so every 5 weeks worked, you earn 1 day of PTO. for context, most private sector jobs award 4 hours PTO for every 80 hours worked. this is also your only paid time off -- there is no paid sick time, there is no paid bereavement leave, and there are no paid holidays. - you are constantly being asked to push memberships to guests who are already complaining about how expensive the services are. there are many guests who call to complain that they were auto-enrolled in a more expensive membership without their consent. in Jan/Feb/Mar., expect these calls to be 80% of the ones you take and they will be back to back with no room to breathe - clubs are slow to respond in Slack and you are not allowed to call them without first obtaining permission in Slack, which makes guests even angrier when you're trying to quickly resolve an issue and the guest is on hold/not in the mood to answer the "empowering questions" you're instructed to ask them. a guest who is really angry about a surprise $600 charge is not going to be in the mood to chat about what the best part of their day has been. - very much a "we're a family!" workplace which translates to, "please continue going above and beyond for no increased pay," and "this workplace is dysfunctional with no room for growth"
