How much time do you have? I can go on for days. I will just share 10 quick reasons why you might want to steer away from this toxic place:
1) Your managers are most of the time too caught up with their own stuff therefore you are left on your own if you need help.
When you ask them to check on things that, in their personal judgements, they don't consider trivial they will procrastinate and hope you will forget with time.
2) Exception made for a few very lovely ones, teacher/trainers and Experience Coaches are a bunch of frustrated people who hate their job and are clearly not fit for their role (which should be to help you help customers).
If they are having a bad day, they won't refrain from from showing attitude and make you feel like you shouldn't bother them with your requests - which lefts me wonder how and why they got a coaching/supporting job in the first place.
3) Career opportunities depend on WHO you know and IF they like you. If you are like by your supervisor or willing to go out of your way to lick upper managements' boots then you might just be set. No room for growth for people with actual potential or that have actual moral values to respect.
4) Middle management is mainly chosen from within aka 99,9% has ZERO leadership knowledge (beside from some LinkedIn courses they were pushed to take online as training) and does not give a flying damn about you as a human being.
5) Upper management has ZERO empathy for CSRs and even though some actually started from the bottom (and will sell you their success story on how they grew from agent into big managers right from training, just to make you dream about the chance to follow their footsteps - squeezing your soul out of you undisturbed, in meantime),
they forgot how it feels like to work in the front lines.
They simply don't care about what agents need to work efficiently and will absolutely do nothing to help cope with the constant anger and frustration that customer spits on us on a daily
Spoiler: benefit coverage for mental health will maybe cover for 15/20 sessions top with a registered psychologist if you are lucky, but trust me, you'll need OH-SO MANY more!
6)Pay is WELL below industry average for this daunting role.
Benefits cover you from day 1 but company only pays a portion and the rest comes out of your pay stub - which makes no sense to me.
7) Company does not care about employees' retention especially when it comes to frontline agents - they rather throw money at the new hires to attract them, lose them during training, then repeat the process over and over.
Same goes for the customers base - Sales Reps just try to hit their insane sale targets selling the most expensive devices to customer without taking the time to see if the solution fits their needs.
Developers feel so high and mighty and DO NOT listen to feedback from customers and agents in order to better the products which results in a huge amount of clients calling to bring their business to cheaper and better providers or in lengthy phone calls from angered customers who want to offload some steam and express their frustration - understandably so. And who would be the one dealing with them on a daily? Yes, you.
8) If you still decide to join as an agent do not believe to all the BS company values you are fed during training - speaking up and having a voice in order to better procedures and work smarter instead of harder is highly frowned upon if that goes even slightly against what even just one manager is thinking, and as a result you will be singled out and your growth opportunities, which are very thin anyway unless you are liked by upper management (see #3), will become even thinner.
9) Last but least: the starting PTO is 10 DAYS A YEAR. Yup, you heard right. In order to have another 5 days added to the total, you're gonna need to wait for your 5th year's anniversary.
FIVE. YEARS.
Oh and if your performance are like, stellar, you might be up for a 2% total increase at the end of the year. Wo-hoo!
10) Stay away unless you are desperate for a job
