Pros: free food and theme days
Cons: training is insufficient, floor support is not properly trained to assist cs employees, high turnover rate, poor management, inadequate feelings as an employee, false information given about the company
The company builds you up so you are psyched and ready to get on the floor, but then all of the glitches come up, you get inadequate training, no phone prep, and put on the floor with lack of every skill you should to be prepared to take on the task.
Then the phone calls come in. Some are delightful people and resolutions are easy. Others are very complex and require more work but still can resolved with more time put forth.
But the worst is when you get callers on the line that use you as their point of anger, verbally abuse you, assault you verbally in degrading ways (making you feel less as a person) and no matter the effort you put forth in assisting them, you are still worthless as you are an employee of the company they are calling to complain about.
The expectations for your calls times are nearly impossible if you are dealing with a difficult situation (especially if you don't have the proper training to be more efficient), you get extremely low scores on email responses because the survey sent is "how likely are you to recommend Airbnb" and not "how was the customer service you received;" so if you helped them and they were happy with what you did, but still upset with the company, expect zeros across the board. This will then lead to "coaching" and possibly no raises or room for advancement.
Management is severely lacking. The need for properly trained floor support is just not there. Promotions are happening to people who are illy prepared to take on the task of so many new employees at a new location, who have also suffered an insufficient amount of training. – more...
The turn over rate is numbers that no company should have, and this falls on everything I have stated above. These people are only making it on the floor a few short days, or weeks, and then quitting.
The team members who remain (which might only be for a short time) become more like a small nit community; the only positive you can see thus far.
I have yet to find the joy in this job. This has created a severe amount of stress on ones shoulders and can have an effect on you mentally.
Also if you think you will get promoted, expect it to be very biased on many things, and your real core value and worth to be overshadowed by favoritism and frankly sexist.
And by all means, if you are seriously sick, do not call in. Come in and infect the whole office because if you call in due to illness, that shows poor work ethic. And do not expect to be sent home either. So come in with your mask and take those calls, even if it means coughing and sneezing, or throwing up during a call. Or heck, all three at once!
If you expect to learn anything, do not expect this to come from training as it will just not happen.
If you are willing to learn on your own, can handle "the man" looking over your shoulder with scrutiny, get less than adequate pay, are given unrealistic expectations, be lied to, and be stuck in a cubicle suffering a fate that leaves you in limbo; by all means apply. – less