Pros
I could work remotely from home.
Cons
Company going downhill, so they changed policies with out notice to employees. Implementing new metrics that are almost Impossible to meet. Even when you do meet your metrics managers look for ways to constantly micro manage and make life a living hell. They took away our vacation time now add it as to the the hours we work. Because of a concussion a specialist requested ADA time for me . It was approved with a letter saying when used it would not affect my vacation hours or my unpaid hours this was written to me by Wayfair. I was allotted a set number of hours a month to use as needed.This was not true, no matter how many times I used this it was always taken out of my vacation time leaving me with a bank of unpaid hours to use. I requested a minimum of six times to look into this, you don’t actually speak to someone you put in a ticket that never gets answered. If you write to HR or your manager they simply do not respond.Twice when I had to have a Dr. Appointment and an outpatient surgery I used my bank of unpaid hours which are allotted per calendar year. Only I wasn’t told you couldn’t use them. We had always used them in the past. I checked our leave calendar got approval for the time which amounted to a total of 24 hours I had 80 banked . I used the hours had gotten approval confirmation 12 hours in January 12 hours in April. I was fired. This caused too many points they said . Mind you I had 100 percent c sat scores, Met my metrics, never ever called off, never ever was late. I asked to please explain so I understood what had happened . I was told that it had been reviewed no explanation was needed. Could be I was going to go to part time approved of course the following week. Coincidence, I think not. Aside from that the stress of constant changes systems that were constantly failing, autonomy as agents even at a high skill mine was the highest taken away we could no longer really help the customer just relay stricter and tighter money saving policies and descalating. We had to get app for simple things like replacement parts and over thirty day returns exceptions , yet if we did it went against our metrics. They also shortened our call time to five minutes.seems like a long time but the system wouldn’t load half the time and we had to get pictures of damaged items this took many minutes most of the time.
