Pros
- great coworkers! everyone is super friendly and helpful. There's no drama which is really refreshing - bonus + commission are good incentives and challenge you - great benefits across the board - fun environment with lots of potlucks, outings, activities, etc. - MOST customers are nice and reasonable but of course you get deluded individuals seeping through on occasion - schedules are based on seniority but even if you get a flex schedule, it's likely you could work reasonable hours due to those times being the busiest - 3 weeks vacation - good place to get call centre experience - OT is paid double in BC sites - extensive training done in class and through integration period when taking calls - good employee discount on plans + extra discounts for certain companies / services
Cons
- not much opportunity to grow. yes you can find projects to work on while being a CSR but there's no pay increase involved and it doesn't mean much during review-period. The burnaby offices are much smaller than the ones in Toronto and Montreal meaning if you want to migrate to a corporate space, chances are slim - development is always discussed but I don't find that the necessary time/investment is there from management and senior leadership - bearing witness to the rudest, most dismissive, asinine customers demanding compensation for literally nothing and getting rewarded for their "loyalty" while at the same time not being able to hang up on them when they become verbally abusive - managers cease to manage as soon as it hits busy season (september - january) as the higher ups do not want them to waste time by taking CSRs away from the phones so you may end up going weeks without actually looking over your performance with your manager - HR riddled with incompetence and/or the desire to brush everything under the rug to protect the company's image. I've witnessed numerous eyebrow raising moments and flatout inappropriate conduct without any recourse once reported to HR. - outdated systems that are a little finnicky to work with but I've seen worse - inability to log off 10-15 minutes before end of shift to prevent being stuck on a call for way longer - no incentive to stay long-term. sure there are people who do it, but the pay cap is comparatively lower than all of the other major providers, and wage isn't great to begin with
