Pros
Pay is awesome, decent benefits, free cable and internet a bonus. Facility is very nice as far as call centers go. Other employees are friendly, supportive, and always willing to help out.
Cons
THE MOST STRESSFUL JOB I HAVE EVER HAD!! Order entry system (ICOMS) is ridiculously dated and hard to use- lots of errors- campaigns and discounts are overly complicated and confusing, KIQ knowledge base is awful, hard to search and often crashes. The training does not prepare you for the job- Customers call in usually ticked off with issues you have no idea how to fix, have never been trained for, but are required to handle- getting a help desk representative takes average 5-10 minutes of your allotted 600 second AHT requirement. Expected to sell products that do not benefit customers- Force home phone service that customers do not want in bundle prices- I personally was coached to be dishonest to customers to gain revenue and/or sell additional service units. Expectations are impossibly high!! Only successful retention reps are those who have been working there for years- started when things were much less complicated.
