This is a VERY stressful call center environment. The turn over rate in the customer service department is high for a reason! I had to deal with abuse day in and out from customers who speak to you as if you are a dog. The supervisors you call for "help" are not very helpful at all. In fact, they all hate their job, which makes yours even more difficult. I had to deal with other departments dumping (transferring calls without letting the customer know) calls on me when the customers were upset so that they wouldn't have to get a bad survey.
OH and the survey system they have in place is ridiculous and put in place just to avoid paying you a bonus. The bonus structure is very generous, but you will never see an ounce of your money you worked for if you get a bad survey.(bad surveys to amex means a survey that is not EXCELLENT, so even if the customer rated you VERY GOOD, its still bad to them). Bad surveys stay on your report for 30 days and commission is paid once a month so you do the math.
The schedule is soooooooo strict. You are not even allowed to use the bathroom whenever you want with out being questioned. You get one 40 mins lunch break and two 10 mins breaks if you work an 8 hour shift. If you don't handle your bathroom duties during that time, you can expect to have a meeting with your team leader about you not adhering to your schedule.
The PTO structure is also generous (23 days per year) BUT, if you work in customer service and you want a federal holiday off you will have to use your PTO days. But you can even forget about having any holidays off your first year working there. Time off requests are based off seniority and availability. Once everything is taken, then too bad for you, you just lose your days. The sick time was accrued at a rate of 4 hours per month and you can roll over sick days.
