Started off with good incentive, but not anymore
Agent (Current Employee) – El Paso – August 28, 2014
When I interviewed for this position, I was told it would be part-time work and would have to earn a full-time status. The offered pay was over $13.00 an hour. That was incentive enough because most call centers pay poorly. Well, that has changed.
Not even two full months into the job, the employees were told we were being given insurance (which is good if you need it), but it meant losing our pay. Now, you are expected to meet the same standards as other employees who work for other agencies that make more than you do for the same work. And the part-time work? Not since day one. You may be a part-time contract employee, but you are working a full-time schedule.
The job job description indicates "The candidate will be required to answer general and technical questions from end-users regarding navigation of government websites in a leveraged environment supporting multiple accounts." That is not quite accurate. You are taking calls from people regarding immigration issues--the entire shift. Some problems are easier to solve than others. This can be challenging most of the time. And you must adhere to script.
A bonus is that you get paid holidays. That's awesome...until you get your schedule and discover you are working ten hour shifts either before or after the holiday. Getting government clearance can apparently take a very long time also. I've worked at other jobs that gave me more access to more sensitive, personal information and all that was needed was a basic background check. If you don't pass, you will lose your job regardless of how long you are working there.
doesn't require previous call center experience, offers insurance
reduced pay, the schedule, no real guidance