High Stress, Low Pay, Unfair Management, Buggy Software, Bad Training, Lots of angry callers
Pros
-Some of the transportation vendors were nice people. -Every now and then I could make a real difference in a person's life and they'd be grateful. -I felt like maybe I could help make things better.. until I didn't. -There are a lot of new clients, so if you somehow survive all the high stress for a while, you might be able to get promoted.
Cons
Where to start.. It basically feels like a sinking ship that somehow has gotten some new, big clients and they have no idea how to scale up and no desire to fix a multitude of problems. I'll make a short list of issues. - The training materials you are given is an outdated, incomplete paper packet that contains bad information. The table of contents doesn't even have page numbers on it and it's like 70 pages long. It's missing half of what you do on a day to day basis. Good luck finding what you need as the caller is frustrated and yelling at you thinking you are incompetant. Most people forget the packet and just make things up as they go. -Management gives conflicting answers to the same question and will gets angry if that confuses you. Do not, I repeat, do not ask for clarification or they will become angry and take it personally. Very unprofessional. - You will get back to back calls of angry people who missed their appointments because they were never secured with a transportation company. Hundreds of trips every day are not secured because they have way too high of a workload for everybody. - The place is always completely understaffed because nobody wants to work there. They hire large groups of people every week because everyone either quits quickly or is fired on a manager's whim. There is no job security at all. Don't expect to be treated like a person. You are just another another meatball in the meat factory. - If management tells you to do something, even if it is wrong, you are expected to do it and then accept the consequences. -The software they have you use has a ton of random bugs that will frustrated you every day. There is no way to report bugs. It's also very slow. There are no plans to fix anything. -There are no consistent policies on much of the things you do. You have to learn while on the job, with live callers who are depending on you to do your job correctly. Other employees make a lot of mistakes constantly and you are expected to fix them by magic. - Management is constantly swamped in work and doesn't have adequate time to deal with all the fires created by their lack of support and buggy software and the crushing workload they place on everybody. - When you first start, basic things you need to do your job, like your email won't be set up, but they will throw you to the wolves anyhow and have you start taking calls. Some people worked there for months and still didn't have access to see the health plan policies needed to take calls. -You will have back to back calls all day long with angry people every single day and it will never end.. until the manager takes something random personally one day for no apparent reason and you are gone.