Pros
ok pay, good benefits and PTO
Cons
Very fast paced, and stressful environment. Department stats are ridiculously unattainable (unless you are cheating), they want you to have low talk time, low transfer rate, and high availability yet the calls are back to back with no downtime. Accounts with past due balance will automatically get transferred to collections even if the customer needs something else, which upsets the customers and ruins CSRs stats because the transfer rate is set very low and the customer most likely will give you a low score since the call was "miss routed" and you simply couldn't help them. New plans or any policy changes are usually taught after the company already announced it to the public which makes the CSRs sound like they don't know whats going on. The company is very disjointed, every department only cares about their own stats which reflects poorly on customers and makes it almost impossible to get something done if you need to contact another department (example: U-Verse). They are no such thing as one unified at&t billing system, because every part of the company (Mobility, U-Verse, Pre-Paid, Direct TV) uses different one which is why the customer has to get transferred around so many times. Because the job is so physically and mentally demanding their turn over is very high, which also affects the overall quality of customer service because the new representatives simply don't know the job yet. Customers are allowed to be verbally abusive but the CSRs are not allowed to respond or even advice the customer against that sort of bad behavior. If you are looking to move up or even switch departments don't even bother, this is a dead end job.
