Pros
The company as a whole is great to work for. The benefits package is comprehensive and they truly do care about your well-being as an individual. The deep discount on Cox services is also very nice, though you do end up with a lot of stuff you you may not want/need (which is fine when you are getting the employee discount, not so fine when you wind up with a $350-$400 cable bill after leaving the company). The people you work with are truly great people... from your co-workers to the supervisors and managers. It's truly a family atmosphere in the call center and everyone you work with will leave their mark on you long after you are gone (in a good way!) The cafeteria is also pretty nice and was one of the perks I liked most while working there. The food was always tasty and I highly recommend the Biscuits and Gravy on Thursdays for breakfast... absolutely top notch! Their Cheesecake is also heavenly and well worth the price of admission. =) The Amplifi point system enables you to get rewards for performance that matter to you. The points are rewarded in a myriad of ways and the store front is full of things for every interest. No other job to my knowledge allows you to pick your own rewards, so this is a great plus! PTO is generous and paid holidays are also a very nice plus. This company does what it can to make you feel valued and the motto "work hard/play hard" is definitely applicable here.
Cons
Working in Retention is absolutely not a good job. In order to be successful, you need to separate yourself from the work and not be phased by things like conscience. You also need to hustle your proverbial rear-end off, as the metrics you need to hit in order to have any kind of job stability are not attainable without offsetting your losses with sales, something which hinges directly on your ability to de-escalate angry calls and convince people that are already upset with a high bill that increasing it by $10-$20 is a good thing. You'll also need sales to offset the number of losses you'll take on a daily basis to things that you have zero ability to control, such as Move Out of Area's, deaths, and people switching providers because they've called multiple times and no one wants to take a hit to their numbers by helping the customer (translation: previous reps Sold the Value of the customers services) and so they decided to go with a provider that will save them money. The fact that you'll be held accountable for your actions is supposed to be a deterrent to avoid shady dealings, but in practice you'll still end up taking hits to your numbers by Doing Whats Right because you'll still end up taking calls from people that cancelled their services months ago but yet are still being billed because reps will go through the motions and not actually process the change so as to avoid the hit to their numbers (a fireable offense, but little consolation to you). No one wants to admit it, but a great deal of the job boils down to luck of the draw. When the phone clicks over to a customer, you have no idea what you'll be getting on that call. It could be a standard "lower my bill" call.... or it could be a "I'm moving to China" (Move out of Area) call.... or it could be a "I want to add HBO" call... or anything else. You will have great days where you walk out of the call center feeling like a God because you ended the day only loosing $150-$200 and didn't lose any products. Then there will be your average day where you'll lose around $300-$500 and anywhere from 2-5 products. And then you'll have those days where luck has abandoned you and you'll lose anywhere from $950-$1200 and 10+ products. How successful you are depends entirely on how lucky you are and how good you are at hustling. If you are better at hustling than you are at getting lucky, then you'll do fine. If you rely solely on luck because you aren't good at hustling, then you will not be successful in Retention because, despite the job saying "Retention Agent", your job is sales. You just happen to be selling services that people already have instead of selling services that people don't yet have. And if you rely on luck, as I found myself doing more often than not, then you will find yourself on a slowly sinking ship.