Vantaggi
I honestly love my job so I’m actually really sad I’m almost definitely not going to stay long-term. It’s a very interesting variety of work where no two days are the same and you get to wear many hats, so you’re never bored and always doing something new. The health insurance is awesome and I love my flex spending account, and I like that sick time is given up front. If you’re working in customer service or retail it’s a great first step in a career pivot that you can take in a lot of different directions. You get to meet new people all the time and it’s a great outlet for someone who’s a people person. If you get one of the good line managers, you can form great, lasting relationships and learn a lot. The product is good (though the way agreements/renewals are handled is so convoluted it must be deliberate, and people get mad when they get screwed because the sales team didn't prepare them properly) and I would recommend it to anyone, with the caveat to read the agreement VERY carefully. Training calls and seminars are engaging and legitimately useful, and there's a collaborative team energy in a lot of the Teams Q&A chats. They also just rolled out new advanced training programs that come with a small raise, so if you like to have an in-depth knowledge of your work or being the go-to person for specific topics, you'll really enjoy that.
Svantaggi
The pay is barely better than retail (in a lot of areas it’s actually less) and not going to get better. The pay rate is insultingly low for the amount of complex, detailed work required and raises don’t exist. This results in a “you get what you pay for” situation where turnover is extremely high and anyone willing to settle for the low pay doesn't have the skills or motivation to do good work. As a result, 3-5 people carry the workload of the entire cluster because everyone else is either brand new or so bad at their job they can’t be trusted to not make it worse. Anyone over a CMTL is completely disconnected from the day to day reality and only cares about sales; HR issues go unaddressed all the time and goalposts are constantly changing as corporate cuts costs, changes policies, and tries to shove everyone into a one-size-fits-all model that removes any chance of nuanced problem solving. Centers are expected to function autonomously even though local staff has zero control or flexibility to handle things on their own, instead having to go around in circles with centralized corporate teams for days/weeks over stuff we could handle ourselves in minutes if we were allowed. The high turnover results in gaps in training and policy, so if a client has an account in more than one location they can be told completely contradictory things, and the sales team has almost zero knowledge of operations, so it's the lowest paid employees of the company who have to deal with the fallout. Everyone talks about bonuses but they're nearly impossible to get; under the old system a single angry customer could completely tank your quarterly bonus, and even under the new one your bonus is calculated as a cluster so if someone else's center is underperforming, you're out a bonus even if your center is extremely profitable. If your manager changes, you might as well be working for a completely different company. Most have realized that pushing back against bad policies or advocating for positive change is pointless, as doing so will get you labeled as a "problem." Those bad policies usually stem from budget cuts and can range from the inconvenient (not being able to order tissues or notebooks) to the dangerous (being expected to do heavy lifting well beyond OSHA guidelines).