If you're going to work in customer service know this; it is customer service AND sales with a HEAVY emphasis on sales. This company is NOT customer focused. The focus is all on call center metrics, making sales, and hitting monthly goals and benchmarks. Branch managers and service managers NEVER answer their phones and rarely respond to emails with any useful information. It is stressed in training how important documentation is on accounts but NOBODY, managers especially, ever do this so you'll often get calls with angry customers looking to follow up on an issue and you have nothing documented on the account about it. Customers will claim to be offered all kinds of things from refunds and credits to free services that should be paid, but nobody actually does these things or documents them. People say what they need to to get customers off the phone (to meet call center utilization metrics), get customers to accept home inspections (to meet their lead quota), and to sign up for new or additional services that they don't need or really want (to meet sales goals for the month). When you're in your call team/pod, at least where I was, there was a heavy sense of competition that was intended to be "inspiring" to get you to push your sales and leads. People would post in the group chat every time they would get a sale or lead and the supervisor would shout out people during the day for meeting certain goals. It made it feel like not only competition but favoritism. Either way, you can certainly expect a day filled with back to back calls with angry customers all while your supervisor silently listens to your calls while simultaneously sending you private chat messages telling you what you're doing wrong and what to do instead while literally in the call trying to do your job.
