Pros: PTO and Carry-Over Holidays, Set schedules, Job security because customers are absolutely idiotic (this is also kind of a con)
Cons: Incompetent management, Nasty customers, Staring at a screen all day, This company will hire ANYONE
This is the kind of job that I doubt I could stand for more than two years. Yes, it seems easy (from an outsider looks in perspective). We get to sit down for 8-hours a day and basically do nothing. (Almost) all of the information is laid out in front of you, and you just need to assist the customers in the best way that you can. It sounds great, and simple (which it honestly is) if it weren't for the people who are actually calling. I would say about 90% of the contacts you receive are because the person is experiencing some sort of problem. Many people are angry, and they are not afraid to take it out on you. It's not that I as an agent take it personally, however the negative vibes definitely wear you out. After a full-time work week of hearing people complaining, moaning, cursing at you, and basically calling you the biggest idiot they have ever had the displeasure of speaking to, you wonder how some people have done it five days a week for 5, 10, 15 years. I could never. I would literally rather do ANYTHING else than work at this company longer than I have to.
As a chat and email agent, you are also expected to take phone calls at a moment's notice, while still maintaining the email/chat productivity expectations. This is fine every now and then, but incredibly infuriating when it is an everyday occurrence. Particularly frustrating is the fact that the management of my department can't seem to get their act together long enough to realize the huge and unhelpful scheduling errors they are accommodating. I work a late night shift, leaving a few hours past midnight. Usually, – more... I am one of two people in my entire department at the end of my shift. Daytime shifts, as coveted as they are, are far overscheduled... to the point where massive amounts of people get sent home every day, leaving service levels to begin spiking around 8 or 9 p.m, when coverage starts to thin. This kind of timing mistake is so easily noticeable to everyone. Everyone, but the people actually in charge of the schedule.
Advice: if you are an upcoming agent and your vertical features an "amazing" email and chat team... do not join it. Under any circumstances. If your vertical is anything like mine, then your supervisor will expect you to do three times the work of a phone agent while upholding far more stringent quality standards, for the same $10.00 an hour. It is totally and completely not worth it, unless you have a short temper and are easily irritated, in which maybe the phones would not be the best option. Either way, every training session you go to for new partners or tasks basically just means that you are earning the company more money while making barely over minimum wage... so don't stress too much over this job. Pleasing the customer is far less important than your sanity and blood pressure. – less