Pros
Pay: Decent base pay, with free directv, insurance, 401k matching, and incentives. Incentives: Incentives are performance based. If you work hard, and focus on meeting and exceeding goals, you can make a lot of money here. If you have good metrics, you will have a good paycheck. It's not uncommon for a very well performing agent to earn a bigger paycheck than their supervisor. The Employee Appreciation is outstanding here. At any given time there is either an incentive, a reward program, performance based raffles, workplace event, or free food and drinks. The Atmosphere: Extremely supportive. If you're motivated by money and verbal feedback you will do very well here. When you do well, you are met with excitement, congratulations, and pride. Free coffee/hot chocolate, vending machines, catered company kitchen with lunch and snacks linked to a machine that lets you buy things with your thumbprint. Seniority free advancement - If your stats are good, you will get a raise, promotions, and the chance at a better shift. Flexible time off: There are no sick days, vacation days, etc you have Paid Time Off and you can use it for whatever you want. They also have Voluntary Time Off - If they are slow, and you feel like going home - apply and you might get out early (Not typical) Valuable and effective critique and career planning. You will have time to meet with your supervisor to work on areas of opportunity and also celebrate areas of strength. The supervisors do not berate you. They work with you to help you. If you earn a bonus - they earn a bonus - it's in their best interest to help you perform as best you can. They are not there to drive you, they are there to empower you. Easy to apply for and abundant overtime opportunities. They are looking for overtime from 4pm-11pm. You get off at 5:30pm you feel like staying until 8pm - you apply for it, get approved, and earn some extra green. You wanna come in for an hour or two on a day off? No problem.
Cons
Incentives: The metrics you earn bonuses with can be swingy. You are judged on Handle Time Callback percentage Attendance Sales rate Customer satisfaction Sometimes you will talk to a customer who had previous poor customer service, was lied to etc... if they are surveyed guess who is getting a low score? If you talk to someone who is slow at following directions - your calls can be long no matter how good you are. They say they "take this into account" and they do but it's definitely not perfect. Inflexible time off: There are busy seasons - like September-December during football season. It is very hard to request time off during this time of the year. It must be done well ahead of time. The other 8 months of the year are not nearly as bad. Sales required: You are required to sell their insurance. It's not hard. They expect 2% of your calls to be sales. The sales plan is actually good so you don't feel like you're ripping anyone off. The company is more concerned that you at least mention it to let the customer decide rather than not mentioning it and effectively deciding for the customer. Honestly if you're any good at customer service, this shouldn't be hard. Schedule: If Monday-Friday 8-5 is important to you, you better be the best of the best or else you will not end up with this shift. They may tell you when you start that you can end up getting weekends off - take this with a grain of salt. When you start, you will work nights for a few months. There are other shifts available with Fridays/Saturdays or Sundays/Monday off so if the traditional weekend isn't that vital you won't mind. Customers: You are helping people with their directv service. You will talk to a lot of people who are very unfamiliar with technology and even how to use a remote control. If you have patience this is fine. If you're someone who constantly talks about stupid people you WILL NOT like it here. Following scripts: You will have an abundant amount of resources to help you do your job. However, sometimes fixing someone's issue quickly involves doing step 10 without doing step 1-8 first. Unfortunately, if you 100% follow the scripts every single time, you *will not* have really good stats. It's a balance. The scripts are guidance but don't treat them as scripture. You will receive a slap on the wrist from time to time for not following the scripts but you will earn a paycheck with a comma in it. Atmosphere: A pro and a con. The supervisors and about half the employees are great. A lot of the employees are loners that won't make eye contact or engage you. Everybody there has a "I don't want to be here/people are so stupid" and it's very easy to get sucked into their negativity. Honestly, that's everywhere