Pros
Benefits are good, and you do get lots of PTO time.
Cons
When I stared it was great place to work. With new management in place, it is so stressful and unbearable. They are hiring hundreds of agents internationally who make tons of mistakes (due to lack of training, lack of understanding to US markets, and basically just leave clients on hold until they eventually hang up). We deal with premium cardholders and are expected to turn them out in 17-20 minutes. In that amount of time you must deal with "new" systems (haha) that do not work and take several tries, correct the mistakes of new agents, finish incomplete bookings, deal with angry, misinformed clients and people who have to call back 3 times to get the proper assistance. If you do not, you will be written up. The support help desk assistance mediocre at best, you will mostly fend for yourself. You will have someone check you if you are off phones for more than 5 min. finishing your work. The punishment is to have most agents in write up status for any kind of reason so bonuses do not have to be paid. They change the rules every few months, so processes are completely unfair to many. I have PTSD from having to deal an environment that was so unstable. It was like being in jail and the wardens are just waiting for you to do something wrong to be punished somehow. Most agents that work there do the minimal amount and do not care. I am so sad they took a little gem and turned it into a cheap mass market where we cannot even service the customer completely as we did before.
