Pros
- When you’re on the phones, there’s great work-life balance. Nobody is making you work extra time or hassling you in the evenings/on the weekends. - Ample opportunity to move within the company. You are bound to a 2 year commitment in client services, most of which are phone roles, but there’s a wide variety of things you can do. - Once you find your people, they’re some of your closest work friends. They make coming into the office worthwhile.
Cons
- Toxic Positivity at levels I have never seen anywhere else. Ask anyone who works there why they like it, and like robots they’ll all say “The culture”. It’s straight Kool-aid. Most people say that because they’re miserable from being yelled at by nasty clients all day and need something to justify being there day after day. It’s heretical to bad-mouth the company, and every adds “Schw” to the beginning of words (Schwabbie, Schweb, Schwamily) it’s just ridiculous. - At the end of the day, no matter how much bright blue BS they paint everything with, it’s a call center, and everything that comes with it. Metrics are everything. If you get a negative survey, even if it’s not your fault, you’re screwed. As a manager, I was told to “help the rep find ways they could improve on that call” on said bad survey. I couldn’t, and wouldn’t do it. Reps are slaves chained to their headsets and monitors, breaks and lunches are monitored down to the millisecond, and swift action is taken if you are even 2 minutes late. - Communication from upper management is abysmal. Changes, such as a major RTO policy, were sent via company wide email with no warning for managers to digest it and help reps with the change. Layoffs were announced with no clarification as to why, how or when it would happen. Everyone worked on eggshells for close to 3 months, until one day they brought the hammer down and cut 2,000 people from the company, myself included.