Pros: the environment is fairly quiet & comfortable for a call center
Cons: low pay, no real opportunity for advancement, misleading information provided to candidates, bizarre and extreme disciplinary policies, a long list of things that will cause you to not be paid for time worked
I interviewed over the phone for a tech support position & was hired along with about a dozen other people. (First red flag - no in-person interview.) I was told that I'd be working 9-5:30 during training & that I'd pick a shift afterward.
After I got there, I was informed that this was a rotating shift position. Like myself, a lot of other people – more... were unaware of this until we were told to sign waivers that we had 100% availability.
The first half of the first 2 classes consisted of a long list of things that would result in termination, nonpayment for hours worked, and/or ineligibility for promotion. For example, being 5 minutes late one time for any reason during the first 90 days puts you on "final warning" status. Of course it's reasonable to expect that employees be punctual, but the severity of many policies gives the impression that this is some sort of reform school for tech personnel. Missing any time for any reason (other than family death or jury duty) during the first 90 days is prohibited. (This isn't just about attendance - it's a way to hold on to very overqualified personnel.)
Another example: If you've ever worked in a call center, you are familiar with headsets. They're company property. Typically, they remain on company property. CGS expects each analyst to check out a headset, sign a form with the serial number, and keep it on his/her person, even at home. If the headset is stolen (and apparently theft is not unusual - trainers advise employees to not leave headsets on their desks), the analyst has to pay over $70 to replace it.
I was surprised to find out that with 8 years of experience, I was one of the less experienced people in the class. It's not unusual for experienced IT personnel to take entry level jobs as a supplement, but an entire class of vastly overqualified people doing a $10/hour entry-level job is kind of strange.
I had been told that there was room for advancement. There isn't. The entire company is basically one tier 1 helpdesk with a tiny handful of tier 2 personnel. In the event that one of those rare positions is vacated, you're competing with the rest of the company for it. There's no opportunity for advancement for most people, regardless of performance or qualifications. This is definitely a dead-end job.
This is a unique form of job scam. The company recruits vastly overqualified people for low-paying entry-level work by promising room for growth. It then holds on to those people by making it virtually impossible to schedule a job interview. – less