Pros: great benefits, free apple branded products from employee enrichment (hats, coats, shirts, etc.), 25% discount on products and $250-$500 credit every 3 years to be used on apple hardware
Cons: work schedule, holidays are horrible and extremely busy, rude customers
Worked as an At Home Advisor in their CPU department for six months and then moved to WMM (Wireless Multimedia).
New schedules come out every 3-4 months and are based on your metrics including customer reviews, average call time, time between calls, etc. I always had great reviews except when calls would be transferred to me from other departments. – more... When customers are juggled around they don't forget it, even if you resolve their issues and they are satisfied with you they tend to leave you a bad review but complain about the other people that assisted them during the call. This WILL impact your work schedule and reviews by management. Other advisors find a way to upset the customers and then it falls on you to take the blame and hit on the review when the call is dropped in your lap through a blind transfer.
Your work hours can be any day of the week and between any of their business hours. This makes it extremely hard to plan things in your life. During the holidays and during new product releases you can forget about having a life. They require you to work mandatory overtime, period. Sometimes, like when they release new products and there isn't a fixed release date, they'll just spring mandatory overtime on you and may require you to work on your off days with no notice.
For me it was hard working from home due to having my children in the next room but not being able to interact with them and pretty much feeling isolated in my own home. It was also stressful not having physical interactions with people, customers and or coworkers.
There is nothing worse than having to tell a customer with a 4 year old macbook that you have to charge them $20 to help them reset their password that they've forgotten for some reason. Usually due to the fact that they've had auto login turned on and then some how turned it off by mistake. Or when Apple releases an update that causes their system to have kernel panics and not boot up. – less