Many incentives that we were once given have been taken away and/or restricted/reduced. Customer CARE used to have a monthly bonus based on performance, more opportunities to work from home, and more flexibility in scheduling, but no more. The pay overall is lacking and overall less than others in the industry. Also, don't be surprised if the new team member you are training is making more than you! Raises are awful, it does not come close to keeping up with inflation. Overall the direct supervisors are pretty chill, but if a customer ask to speak to a supervisor, it is like pulling teeth to get them to take the call. Management above them doesn't care about you, you are just a number. You will be micromanaged to death, and call volume will be high. You can give them ideas on how to reduce call volume and create a better customer experience, but nothing will change. Your ideas mean nothing. Everyone in my department is at the end of their rope. They are only staying because they are close to retirement, loyal to their direct supervisor, or trying to hang on to their one year mark so they can move departments (don't think about moving departments before your one year, it's practically forbidden), or to new to know better. If you do decide quit or put in your two weeks you may have to pay back some of your vacation you used. Turnover would be higher than it already is if it wasn't for that!
