Pros: antiquated phone system and survey ratings; management
Cons: nice friendly coworkers
I learned that if you truly excel at your current position, you will not be promoted. Mgt may put you thru mgt training, but you won't end up with a team. Instead, you'll be told you need experience in a different dept. Then you'll be stuck same as before.
The people that work side by side with you are awesome! It's the mgt that leaves a lot to be desired. They are automatons, spewing the same old dreck that upper mgt feeds them. Middle mgt knows that if they speak up for their employees and try to right the many wrongs done to the reps, they will either be demoted or out right fired.
DO NOT believe the dollar amount you "could" make in any job posting for this company! What they don't tell you is that nice amount included bonus pay-outs for selling and or reaching certain metrics. These metrics are impossible to consistently reach. One bad month with low survey scores, and you lose that month's bonus along with the next two following months. It takes that long to dig yourself out of that hole, that is, if you're able to do so. So, with all your hard work, you will end up making the base minimum of the position.
The survey system they utilize to rate their in-bound call center employees is archaic and faulty. You can and will get derogatory surveys that belong to another rep. Whether in your call center or a different part of the world. Doesn't matter. They will not remove the bad score from your numbers even though they can do so. This problem is getting people fired for low performance! They also won't remove poor survey scores for complaints that are completely out of your – more... hands, even if you handle the call exactly the way they require.
The center I worked at utilized a phone system that was about 20 yrs old. You have to log on to start your shift, log off and then on for breaks and lunch. Every phone shows a different time. You can set the timer on the phone to show you took just 15 min for your break, but the antiquated system can show as much as 3 min difference on your phone but up to 7 min difference between your phone and your neighbor's! This, too, is getting good people fired for being "out of adherence".
The company is moving more and more of their customer service to India and the Philippines. Even though those two countries have strict limitations on the types of accounts they can access, they are still getting those calls, then transferring them back to the USA. This results in very unhappy customers.
Bottom line: if you are really desperate for a job, apply. Buy keep looking for a career elsewhere. You don't want to be the worst rep at any job, but at American Express, you definitely don't want to be the best either. – less