As a heads up to a prospective employee, just know what you are getting into. I believe in full disclosure. The interviewer will tell you that its an inbound customer service call center position. Please be aware that the VAST majority of the customers calling in are calling because there is a problem with their bill and before you get a word out, they are already chewing your head off. I have pretty thick skin, so that did not bother me as much as the fact that there is virtually no appreciation for the agents, so there is nothing to counter the attacks you receive from the customers. Employee appreciation is virtually non-existent! Additionally, a lot of your job performance is based on surveys from the customer, so if you don't give that same angry customer what they want (mostly credits on their bill), when/if that call for a survey comes...you guessed it! Two failed surveys? Write up! I understand that there have to be some sort of metrics in place, but this place takes the cake! The way they manage is insulting. If an agent is on call too long, the entire building gets an e-pop from management with your name stating that "XYZ has been on a call too long, Can someone please help him/her, or XYZ has been on break for 13 minutes, can someone please locate him/her"? and it continues. I am not arguing the need to address situations, but I am arguing the fact that the ENTIRE workforce needs to know about what is going on with an employee. Why not just the employee and his/her supervisor?? The new manager seems like a drill sergeant and because this site historically had low rankings, he was brought in to "crack the whip". The only problem is that they have not changed their hiring practices to be more selective with who they hire. As a result, the production floor is a ghetto mess and you feel like you are in a high school classroom. The work ethic of some of these folks is very poor (to say the least), so the attitudes are poor and the turnover rate is high.
