So if you've ever worked at a call center, you know what to expect mainly; angry customers, micro-managing team leaders, long grueling hours. Pretty much just comes with the territory. What makes Macy's Furniture and Bedding Customer Service a little different is the product is very expensive, so your customers are going to be rich, and entitled. Very entitled. You're also expected to take reports from warranty inspectors, aid store workers in need of help, facilitate furniture deliveries, transfer customers who get sent to the wrong department by mistake (or on purpose by an agent in another department who was sick of talking to them) or otherwise tricked by intentionally deceptive store phone menus, and a host of other things I'm probably forgetting.
The training, while substantial, really won't prepare you for the millions of things you need to know how to do, and dozens of computer programs you're expected to master. When things get really dodgy you can always call a specialist for help or transfer the customer to a lead supervisor, but your micromanaging team leader will frown upon this. Granted, even though they'll try to keep you scared about your stats and threaten you with termination if you don't improve them, it's really hard to actually get fired because of them, as long as you're actually taking calls. You will get lectured a lot about things beyond your control; you usually really can't help it if you're getting a lot of long calls and it's bringing your CP60 (calls per hour) down, even though they'll keep telling you that you can.
40-ish hours a week, 8 hours and 15 minutes a day, is a long time to listen to customers complain, and it will wear you down, especially whenever there's a big sale or a holiday, like Black Friday. If this were a part-time job it would be a lot more tolerable. I myself was let go due to taking too many attendance credits, mostly because I needed a lot of mental health breaks, and finally ran out of credits due to an illness. You can set your two days a week off in advance (when they let you anyway), I tried never to work more than four days in a row, and even that was a test to my mental endurance. The health insurance is nice of course, but it started to feel more like a ball and chain keeping me from being able to quit. Without the insurance I bet their turnover rate would be a lot higher due to the difficulty of the job, and the fact that you're really not getting paid enough for all the things you're expected to do.
