Pros
Great TL, Working from home and the ability to gain customer service experience, Paid time off was just enabled but make sure you have perfect attendance for the entire month to get it.
Cons
I never thought there could ever be anything to complain about if you are able to work from home but I was wrong. Horrible project. Exede has some of the rudest customers you will ever come across but sometimes you can’t even blame them. Customers are given false info during signup and customers should be made aware of exactly how satellite internet works before getting installed. This would help reduce a lot of escalated sup calls and sometimes there is over a 20 min wait for a sup. However, the client doesn’t seem to care, maybe it’s because they are not the ones on the phones directly taking the abuse from THEIR customers. It must be nice to be able to screw someone over and just hire someone to get blamed for you. But a lot of the customers don’t bother to do any research about the service either and refuse to take any responsibility for it. These are grown adults but a lot of them act like children.They will tell you that you should of called them to let them know their card expired and that you don’t appreciate them as a customer because no one personally called them them! You are assigned schedules through shift bid and if your stats are not wonderful, you will get stuck with a bad schedule. I don’t recommend this job if you need work and home life balance because flexibility is definitely not something this company has. Staffing is low a lot of times due to callouts, agents quitting, or agents getting fired(most likely due to attendance). Training classes are usually a good size but once you hit the floor in a few months you may only see one or two agents left from your class so that should tell you something. The Q&A team will downgrade your scores over the smallest most idiotic things. You could of done everything right on the call and solved the customer's issue but if you forget ONE word in your closing, instant point deduction! They say it is what the client wants, well the client should be ashamed of themselves. You actually start to dread logging in to take calls and the rare times when you do get the option to leave early, the slots are taken in under a minute and I am in no way exaggerating. Shouldn’t that also tell you something if the agents are quick in a hurry to fly out the door with no pay early? Management is basically a hit or miss which means some TLs are absolutely wonderful and some just don’t care. Don’t make this a long term career unless you plan on moving up to being a TL or a trainer. It’s great for extra money short term but definitely not long term, you will die slowly doing this.
