Pros
You will work alongside a great group of other CERs in your team. They are helpful and supportive with any concerns, especially when you’re starting out. You don’t need to up-sell or retain any customers. You receive a 1-hour payed break. You have access to a fully stocked kitchen and lounge area. Health and dental benefits are available after probation. The company organizes events such as: Christmas parties, BBQs, and monthly lunches. In CER however, expect the possibility of being scheduled to work during an event while the rest of the company is out partying.
Cons
CER is Beanfield’s doormat. Base pay is currently $15/hour and has not changed for 4+ years, even after the 2018 minimum wage increase. There are no plans to bump pay anytime soon. Over the last year, half the department has quit. Moral is currently very low. Expect to work anywhere between 8am – 10pm as the schedule changes weekly. You will be working frequent weekends when the department is short staffed. Certain days you will be working in the department (or entire company) completely alone. The workload has steadily increased overtime. Emails come up every few weeks with company policy changes that will have you doing more work, usually tasks pawned off from other departments. Training and retraining are not well planned out. You are at times expected to be knowledgeable in topics that are seemingly out of your scope of work. Except to be forced to relearn areas as policies change. All calls are recorded, and emails are monitored. Random calls are scored weekly based on how well you follow their script and not problem resolution. Scores are kept on file to assess performance. Yearly performance reviews do not reflect actual performance. Raises are consistent regardless of how much extra you had put in. Volunteering for extra tasks will not better your chances at a larger raise or promotion. Favoritism plays a huge role in the company. Persons working there a few months had received promotions in favor of ones who had been there for a few years now.