Pros: Job security, fun field of work
Cons: Horrible management, hours cut, lied to constantly, always being put down, never encouraged.
The metrics required are completely achievable, and unreasonable. You are graded based on everything you don't have any control over. Customers are given surveys in their emails, and they are supposed to rate several aspects of their experience on a scale of 1-5. If they give 4 or below for ANY topic, it's equivalent to receiving a score of zero. 5 is the only score accepted. When a customer isn't aware of this, and they give a 4 in order to be reasonable, the entire staff team gets yelled at for months on end from upper management who creates false speculations saying things such as,
"Do you ask yourself how you can improve these scores?"
"Do you think you are the reason the scores aren't improving?"
Not to mention the fact that I got hired in as a full time employee, receiving 40 hours a week for a month. Then when they decided they didn't want to pay me for 40 hours anymore, they started giving me 20 hours a week, and claiming that I was "Hired as a part time employee, not full time". Which doesn't make sense, because why would someone who is REQUIRING full time employment accept a part time job?
Overall the job itself is very interesting and I absolutely loved it. Management on the other hand is the absolute worst of any corporate company I have ever seen, and they have a horrible reputation for it too.