Pros: overtime was occasionally offered
Cons: short breaks, varying hours
A typical day included myself on the phones doing inbound call work to reset passwords for principal.com and various wellness portals, setting usernames or sending "set-up links" so that customers could do so on their own for principal.com or wellness portals, verifying checks, and directing calls to the business unit that could best assist the customers needs. I learned how to handle customers with the correct phone etiquette and how to use Avaya-onex to answer and direct phone calls to the correct Business Units. Management for Principal was very nice and was good about answering questions when you needed it, but they were sometimes very hard to find. If someone had a question on the call and no managers were around to answer, we either had to have the customer hold until someone could answer our question, which could be anywhere from 5-15 minutes or connect them to their business unit for another representative to find their manager. There wasn't much time to get to know other co-workers as we all worked very independently, but it was a friendly atmosphere when we did communicate with each other. The hardest part of the job would be when you're unsure of what to do and you can't find management to assist or receiving a call from an angry customer. The most enjoyable part of the job for me was verifying checks and also assisting cheerful customers in getting logged in.