Pros
- decent pay - very supportive and genuinely helpful co-workers
Cons
- It's a sales job, first and foremost. The titles "Customer Care Rep" or "Customer Service" are a farce. It's ACTUALLY "Mobility SALES and Service Rep". Reps are always on the wrong foot and despite people calling in for their concerns, reps are to make sales offers on EVERY CALL. Yes, even on the ones when customers have been calling about the same problem five times and have low confidence in the company/brand. YES, on calls when people just had a house fire and lost everything. YES, on calls that people were just robbed, minutes prior. Reps are instructed to beat around the bush, build rapport and make sales offers based off of needs (despite these being luxury goods, but whatever) EVEN IF the call can be less than five minutes. Ever wondered why your AT&T calls take so long? There ya go! That AND your rep is probably under-trained. - You're tasked with having to shove tv products down people's throats in an age where less and less people watch television, let alone want to pay for it. - You get GOD awful "Virtual" training which is barely a step above "Blue's Clues" and does little to nothing to prepare you for actual calls. - Reps are encouraged to be less than honest in the name of a sale and also to "build rapport". There's very little integrity, if any in that company. Most of your calls are fixing the mess someone else created by lying to the customer. In-store reps and "At-Home Experts" are the WORST as their conversations aren't recorded for quality assurance and pretty much tell unsuspecting customers ANYTHING to get the sale. - Managers are only eager to help you on calls when/if you're about to sell something. This is very discouraging in the first few weeks on the floor as you're getting your bearings. - Avoid if you consider yourself not a big talker or very introverted. Dead air is the devil! - The center itself is often noisy with reps yelling at each other and loud trap music (yes, TRAP MUSIC - Migos, Cardi B, etc.) is played over speakers for a"fun" environment. - Prepare for conflicting demands from management. One week, you're told to build rapport for "needs-based" selling, but later, you're told to offer every product you're responsible for (some sort of TV service, wireless line (voice only) and "High-Speed Broadband" (in most cases, these speeds were comparable to dial-up speeds circa early 2000s).
