Pros
The people doing the ground-level work are genuinely some of the most passionate, sharp, and driven individuals you’ll come across.
Cons
Where to start. The good-ole-boys culture is alive and thriving, and until that changes, very little else will.
Compensation equity is a real problem. Employees who were promised promotions and raises ahead of the merger that never materialized, and many continue to be paid less than their Ezee counterparts doing the same work. Leadership talks constantly about investing in their people, but when a high-potential employee is praised, recommended for upskilling, and given a clear development path, and then denied, that talk means nothing.
The call center has some genuinely outstanding people who are being completely wasted. Rather than training them to diagnose and actually resolve customer issues, the only metric that seems to matter is call time. The goal is to get the customer off the phone, not to help them. That’s a disservice to both the customer and the employee.
The most lasting damage has been to the people. Leadership has driven out some of the most essential, knowledgeable, and respected employees this company had, through constant shifting priorities with no rhyme or reason, a stubborn unwillingness to understand the processes their own teams rely on, and a day-to-day disrespect toward anyone who doesn’t have “VP” in their title. These were the people quietly holding things together, doing the work that made leadership look good. That’s not a culture that retains talent. That’s one that consumes it.