Pros: Excellent work incentive/benefits
Cons: Would not allow Sundays off for religious reasons
A typical day at work generally consists of a high volume of calls in the morning concerning customer issues that range from simple billing questions, device issues, and plan changes to complicated and/or escalated calls concerning missing equipment that was supposed to be shipped, disputes over equipment charges or over high bills. It takes a lot of concentration and effort to deliver high-quality customer service for every call every time.
I learned how to quickly navigate the extensive information database in order to provide quick and accurate solutions to customers, keep detailed records of customer interactions, and operate a multi-line phone system. I also learned how to effectively explain bill components, explain and promote different plans, and assist customers with basic device issues.
The management was involved with its representatives and interested in the feedback provided. There were times when they did not seem as concerned with solving customer issues as they should have, but as a whole, they were involved in ensuring that operations ran smoothly and that their employees were content and working hard.
My coworkers came with a variety of backgrounds, ages, and levels of education. Most of the team got along well and were willing to help each other out on calls requiring obscure information or that had resolution issues.
The hardest part of the job was being unable to get off the headset all day. You had to be ready all the time, every time, with a positive greeting for the next customer, regardless of whether the last call was escalated or pleasant.
The most enjoyable part of the job was being able to resolve complicated issues for customers when they had been experiencing problems without resolutions for an extended period of time.