Pros
My pay deposits showed up on time.
Cons
Can you see yourself: Answering >90% of incoming phone calls in <3 rings? (On a team of 6 where two people are actively answering calls with a never-ending volume, two are in Aux, probably working a “project”, and two untrained offshore employees who know nothing about the product or how to properly respond to client needs) Responding to >80% of any voicemails in <59 minutes? (While the phone is still ringing and emails are getting close to expiring SLAs and one of your teammates who isn’t on the phone is asking the people who are contributing to the incoming requests where they are and what they’re doing) Responding to >80% of emails in <4 hours? (Your “manager” [supervisor] can’t support or provide resources for processes to meet a need for a unique situation after you have escalated a request, proceeds to bump it back to you advising that you should notate the “chain of command” has been followed before it reached them. Striving to receive ≥ 90% excellent reviews from all clients serviced? (From clients who feel slighted because they have not received resolution within the provided SLA which should be adjusted due to the volume that is not being appropriately measured and addressed.) Leading the pack by having a ≥ 95% client renewal average each year? (The team doesn’t handle renewals or implementation but the team that does will drop the ball because they’re also overloaded with work because a good majority of them went elsewhere for work. They also handle implementation which creates a domino effect and a state of constant limbo all at once.) Consistently improving your customer service skills through leadership provided coaching/mentorship? (About that…there is no leadership. Only a trickle-down of dictation. People who do not know the product but rubbed the right elbows within to get access to promotions, perks, and or entitled lack or responsibility for the people who are in the position being offered.) Sound appealing? If so, be ready to bend to the will of higher ups, question nothing, take ownership and repent for things out of your control. Dare you have a paper trail to confirm the owners for a ball dropped is not your mess to clean? Don’t forget. You are ONE TEAM, so their alleged slap on the wrist magically your performance improvement plan. Years of experience? Great! Let everyone depend on you for the answers and take care of it while their “internet is down” because they’re tired. Don’t worry about them. They’ll be promoted soon! Go team!
