Pros
Good pay and benefits, commission bonus
Cons
Customer treatment is harsh, that’s the worst part of the job. internal support depends on your direct superior/coach so it can go either way, everyone has pressure coming from their superior and it all ends up on the little people on the phone. incoming calls are relentless (~10 seconds between calls when queue is full) so there’s no time to breathe after particularly hard calls. penalized/talked to if you have to use the bathroom outside of your break or lunch time. expectations and metrics are constantly changing. the competition for positions to get off the phones makes it almost impossible to move up and permanently get off the phones. support can be reluctant to take escalated calls and force you to continue talking to hostile customers even after you’ve tried multiple ways to de-escalate the situation so they basically just let you get verbally abused for longer. they want you to be active in the group chat (posting if you collected money, or your call is under a certain time limit, etc.) but if you’re too busy focusing on your calls to actually meet those somewhat unatrainable metric goals they have set for you, you get in trouble. Under previous leadership, I think the job was much easier but the Salem center wasn’t performing as well as other call centers. We got new head leadership and lots of changes happened. It was a hard adjustment for even long term employees and many people who were there for 5+ years started quitting or just expressing how unhappy they are now.