Pros
Co-workers were extremely nice and inviting
Cons
I’ve held many complex positions and have never experienced what I had at ESRI. Accepting the CSR job was a step back but since I’ve heard nothing but great feedback about the company I was excited to have the opportunity to work there. But now I am so perplexed about how the Customer Service department lacks so much. It was a waste of my time. The CSR job title is not appropriate based on the roles and expectations of the position. Process steps are verbally given and you’re expected to know the steps based on memory. “Step by step instructions make the policy and procedures too lengthy“ - words from a manager. There are many complexities to the position and not enough support. You’re not given enough repetitive items nor dedicated time to solidify knowledge of what you’re taught before being trained on another complex aspect of the position. No cheat sheets and reference materials are not cohesive. Errors are listed in bold text in order notes that anyone in the department can see and highlighted in red text on a shared spreadsheet. And you are marked for errors that you’ve never been trained on. The trainers (2 for the entire department of 50+) would rather you submit questions in email because their too busy to work with you side by side. Many times for 1-2 hours a day, I had nothing to do and no one checking on me. Training takes anywhere from 2-4 months!? No wonder it’s so long, there’s so much time being unproductive. There’s no positive reinforcement and newbies are told to make their own notes for learning. The training is unstructured and clearly lacks an outlined training program.