Yikes, where do I start. The work-life balance is basically non-existent. The policies are highly outdated. The training for specific promotions, such as senior CAA was horrible. They would put you in the grandpad queue even though you had a total of 1 hour in training on it over the course of a week. The turnover rate was so horrible, and there was constantly new supervisors and people being shifted around. New representatives would cold transfer calls all the time with no notes or explanation, so obviously something isn’t going well in the training department. The customers themselves were decently pleasant, until you have an escalated caller and the supervisors and TSS are no help at all. And please don’t get me started with the wait time for the help queue, AND we’re expected to check in every 2 minutes? Do you understand how awkward that is? Most of the time the customer just says I’ll still be waiting here you don’t need to check in constantly and they get irritated. TSS never want to take over calls. The supervisors either micromanage the heck out of you or pay you no attention at all. The pay was mediocre, even though plenty of other jobs are paying more for the same job description. The “pay raises” with promotions are hilarious. You’re gonna give me a .25 cent raise to go from CAA3 to a senior? Even though as a senior you do pretty much everything a TSS AND grandpad does. Oh the the working from home thing is awesome until you have a 30 second audio delay with an 85 year old lady with a hearing aid. Super fun times.
