Pros
I've worked at the support call center in Salt Lake City for a year and a half. There are a lot of smart and caring people here that I enjoy working with. The engineering of the products we support is fantastic. The wages are competitive, the medical benefits are great and inexpensive to us. Time off is generous. And there's free Powerade!
Cons
Unfortunately, for the people like me who deal with customers one-on-one, our experience since the launch of the Model 3 has been very difficult. --But let me speak for myself. My role as a support rep is to resolve what I can but otherwise route the customer's issue to the person who can resolve it. Alas: more often than not, I can't reach the customer's delivery person or service center or what have you right away, while I am dealing with the customer, because those groups are busy, like I am. Under what I think of as normal circumstances, I would follow up on the issue and get back to the customer. But I can't. Why? The company has cut back on staffing at our call center over the last 6-7 months, from 400 reps to 200. We are *always* in queue for calls. Customers wait on hold for anywhere from 10 to 20 minutes--or longer on bad days. Given this, our supervisors have been unable to give us time to follow up, whether making outbound calls or answering email correspondence. (Super-reps maybe can do a lot of this during Wrap, but most of us are not super-reps, and all of us are drained from dealing with legitimately upset customers.) Given all of this, we can't follow up unless we want to trash our metrics. And this being a call center, trashing our metrics means write-ups and no chance for pay raises or promotions. The result is a really difficult situation for us reps to want to resolve a customer's issue, and for the customers themselves.
