Pros: Free gym, nice locker room, cool managers, nice coworkers.
Cons: Expensive cafeteria, Micromanaging managers, too high of expectations for the pay.
Upon being hired at PayPal with an offering of $12.25 per hour back in 2013 I thought to my self "Wow this is a great company, with great pay!" boy was I wrong.
As my time at PayPal progressed I started realizing a lot of what I was turning a blind eye to before. I was hired to be in the "general" customer service department, you know help with what you can, and then route the other calls to their appropriate departments so that trained employees in those departments can assist.
As time went on however managers began to demand that instead of you routing calls to different departments that you actually handle these calls yourself. Preposterous! I thought, you did not train (nor did you hire) me to do this "Well use your resources" managers would say referring to a centralized "hub" of information.
But here was the catch - the new implementations that PayPal set forth and the managers who tried to enforce them told me that by all means necessary (other than transferring them to the department they needed to go to) that I needed to assist the customer who was again calling in for a different department, with a complaint, concern, or question that I've never heard of before while stumbling through "my resources" that I needed to take care of the caller in the same time frame that it would take me to assist customers with issues in which I've been WELL versed.
Didn't make sense to me but I needed my job and enjoyed my $900 or so bi-weekly check. Plus the health insurance (I'll give you that PayPal) was top notch (because you developed ulcers, and stress related – more... medical issues related to your job but I digress).
Anyways as more time progressed while working at PayPal lots, and lots of changes became an every day occurrence. (Speaking of occurrences don't ever get sick here, you get occurrences "points" on your file when you call out and could get fired go figure). PayPal was basically stacking more, and more work that I had to complete on the call in an allotted time frame - whether that be offers for credit, assisting customers in making their first transaction, and rushing customers off of the phone while simultaneously making them feel like I assisted them so that I could get a good customer rating. What a conundrum huh? Would you give a customer service representative a 5 start rating if they rushed you off of the phone? Didn't think so. Yet I was still held accountable to that metric, and the other 10 or so.
In addition to me taking calls for different departments of which I wasn't trained to do (imagine how smart I sounded putting people on hold for extended periods of time to locate answers to their questions when I could've just gotten them to the department that they originally called about and they could've been on their merry way), PayPal became very forceful and told me that they ARE going to train me (voluntold was a very popular phrase thrown around a lot at PayPal by upper management) to learn how to add additional metrics (ways to make the company more money) to my phone handle time. "Oh goody" I thought the first few times "I'm going to get a raise!" I mean it would only make sense, since they were training me to do something else against my will right? WRONG!
It didn't matter if I did or did not want to sit through an hour (or more) long training of dry material that I had no interest in learning so that I could learn how to do someone else's $20.00+ an hour job, just to keep my job. But I did as I was told because I did not have an option at that time. And in case any one is curious I have a Bachelor's degree, as do many others that work for PayPal just to offset any argument about me going to school to be able to advance in my career at PayPal. Your education doesn't matter at PayPal - no really a manager told me that.
The straw that broke the camel's back for me was when they started raising the metrics to be even higher so high that even the floor manager and their manager's probably couldn't reach them and then writing up and firing people GOOD people who couldn't obtain those goals! People who showed up to work every day, people who got good customer service ratings but maybe weren't the fastest, or transferred calls because the customer asked to be transferred, basically for reasons out of the employee's control.
I was written up several times. It became so bad to the point where I developed a lovely stress knot in the back of my neck (from a call center job) because I felt that I was giving it my all but it still wasn't good enough, and I didn't know what else to do. So I did what any other sane person who cares about their health, and thinks that they deserve more (compensation; joy of life) for performing the job of 10 departments (all of which are in the same building might I add), I started looking for something else, hence why I am posting as a former employee.
As for professionalism, or lack there of I should say, I gave PayPal my 2 weeks notice like a professional would, and was advised that I would receive my exit interview but wouldn't you know that the manager never gave me one! And continued to walk past me until my last day. Ah well.
If you need work (temporarily) then yes PayPal might work for you, but to avoid being burnt out (including your voicebox because you're forced and micromanaged every moment of your shift to take back to back calls some days 80+, and then reprimanded if you need an extra break outside of your scheduled break but let's be real taking 80+ back to back incoming phone calls dries out your mouth, which makes you thirsty, which makes you need water which makes you need to use the restroom which is a no-no at PayPal), and you absolutely love someone being over your shoulder every moment of every day asking what you're doing, why you're not on a call, and why you're using After Call Work for AFTER CALL WORK (Yes this is a real thing) then PayPal might be the right work environment for you.
Good luck! – less