Do not settle for this awful experience.
Pros
There were some great people that worked here. Read the cons, please. There are no professional benefits from working here. You will not excel and will be disabling yourself from other opportunities.
Cons
TL;DR: DON'T WORK HERE Benefits: Nearly nothing. You don't get even close to decent insurance and you'll end up paying a good portion of your paycheck just to keep it, not to mention if you have a family. The best insurance they offer will literally cost you your entire paycheck and then some. Minimal discounts at their stores, so much so you could probably find coupons that give a better discount. Leadership: Virtually nonexistent. There are a couple of decent team leads, but the majority of them are either too stubborn to change to the 21st century or too jaded to put forth any effort. They don't actually care about you or the customer and make that abundantly clear. Environment: The people there are, for the most part, nice individuals. Aside from the constant turnover, which leads to sometimes unruly hires. This call center is filled with cooky individuals that are trying to make things better as best they can. There have been fistfights on the floor, computers getting thrown, screaming, and the most disturbing, clear sexual misconduct from the leadership down. Customers: Due to Sears not investing the time to improve their equipment, your typical call will be to someone that is extremely upset and they WILL take it out on you. Sears has an awful fleet of technicians that have about as much savvy as a 5-year-old. They don't employ enough techs to take care of the HUGE number of requests they receive. I feel bad for the customer when they are screaming at me only because I know I would be upset too if the $3,000 Refrigerator I bought less than 2-3 weeks ago stopped working right before Thanksgiving, or something similar. Your role: You are the defuser, the supervisor, the tech, the sales agent, the holy grail of service for Sears. Instead of having an efficient system to track their customers, you have to fight to find information for the screaming person on the other line. When you finally get their account, you then need to convince them the problem is not the equipment, it's the customer. So when they get upset enough and you are in the process of sending a technician to their house in 2-3 weeks, you are EXPECTED to sell upgrade services to this already disgruntled customer. Now, this customer is asking for a supervisor. So typically, you'd be able to reach out to a member of leadership, but not here, no. Here, you will have to fight to firstly, find a member of leadership, then convince this person to take the call. They will fight you tooth and nail to avoid getting on that phone and when they finally do, you are going to be getting thrown under the bus faster than the road it's traveling on. If you took enough time to read through all of that, then you must be considering Sears pretty heavily, so please heed these words: Find somewhere else. Don't settle for a company like Sears and especially not this call center. You can find something better if even just a little. Seriously, you'd be happier working at a retail store/fast food.
