Pros: good compensation and benefits, well defined job responsibilities.
Cons: software environment and task redundancy.
The Enterprise Services Group Representative position at FairPoint is a good job with great pay and benefits...for now. It's a union position that is considered by the company to be over compensated and benefited. The work is specialized and requires about 16 weeks of training just to work in the proprietary software environment let alone do the work required. The job responsibilities range from customer service to account management to order writing to bill reconciliation. These facets of the job require that an individual perform the necessary work in triplicate for the sake of doing the initial job, performing tasks again when the systems fail, and then generating detailed reports to forward to the team leader when the systems fail to produce reports.
First and second level management is not to blame for this shortcoming, In fact, most of management is also at the mercy of this poorly written/implemented software and we all work together to get the job done despite the headaches. Managers are keen to keep morale up at all costs, knowing that the workload would be difficult to manage without the existing headcount.
While the people we work with are a mix from all walks of life, the environment is predominantly enjoyable and worth coming to each day.