Micro-management at it's finest!
Pros
I picked up a lot of skills that helped me get a better job in a different field. Looks good on your resume. Good benefits and the pay is competitive. Interesting, varied work that I enjoyed.
Cons
"Key phrases" have to be used with every customer, regardless of the situation or the customer's needs. There is a checklist and you will be graded on use by your boss, their boss, and mystery shoppers. You can be fired for not using the key phrases, although I never saw that happen. Everyone was too scared of losing their jobs. "Write ups" occurred regularly for missing a phrase or for not meeting metrics. There are metrics for everything. You're required to keep track of a lot of them on paper daily and turn them in. Others are computer generated based on sales. These metrics can change often with little to no explanation, and have very little to do with what's actually happening on the floor. Fear-based leadership was a constant. Meet those metrics, use the key phrases, or lose your job. Fedex Office has thousands of applicants weekly, and you can and will be replaced. The scheduling system changed in my last year with the company. Suddenly everyone had to be available for all hours, regardless of their personal or medical situation. I would not recommend this job or this side of the company to anyone.