Pros: if you are outgoing you can make some decent friends, fairly relaxed office environment that is decently maintained, online schedule management and trade board, most of the year you get full time hours, itunes side is much more relaxed, metrics are attainable.
Cons: management, enforcement of rules is based entirely on your popularity, things such as metrics schedule hours change constantly, don't expect that what you have is set for any longer than a few months, not the greatest schedule for those with children
Unfortunately, it is a contact center. Therefore, you must be prepared for the constant changes associated with such an environment. As far as contact centers go, this is probably one of the better ones, as typical work days are relaxed, in a fairly well kept office environment. There are some times you would wonder if they even hired a cleaning staff, – more... but I don't think that has to do with the company itself, more so the management choices (hiring a proper cleaning company) - which leads to the biggest downfall of this organization (at least, the Niagara Falls site). Having been an employee of this company who was well liked by both coworkers and management, I can honestly say I've never worked among a bigger bunch of high school minded clowns in my entire life. They are constantly tweaking, and making changes / starting initiatives that only serve to save face, and paint a pretty picture of the management, when in reality, (and this comes from direct experience interacting with management) - they think everyone on the floor are the bottom feeders of this society. It's quite shameful the amount of bashing, and negative speak of fellow employees that flows around the management of this organization. Needless to say, they recently had some of their worst employee satisfaction results in history. Until this company overhauls the management, and replaces the existing folks with competent individuals, the company will continue to be the attrition machine that it currently is.
My co-workers were very enjoyable, but all suffered from the same condition - severe disappointment with their job. The pay is terrible (barely over minimum wage to start) - and the hours are dreadful (6 am - 11:30 pm operation). If you are friendly and kiss enough *you know what* , managers are generally decent about accommodating your requests for changes to schedule. They have a decent online schedule management system that can be used (at the office or at home) to set up trades and request schedule changes without direct manager contact required. If you are someone who is a little more introverted, and likes to keep to themselves, prepare to feel like you are working in hell.
Like all call centers, this office engages in the practice of making the job very attractive to newcomers (great benefits, flexible hours, etc) - until a solid core of individuals are in place and happy / willing to assist new hires. Over time (I spent 4 years here and saw all of this unfold with an almost predictable precision) - they hire new people at lower rates / less perks, and begin making life difficult for those original (more expensive) employees. By Year 2, I wondered what it was about this job / company that initially attracted me, because all of the perks/ benefits had been scaled back with exception to a nice condensed 4 day work week (10 hour shifts). Eventually, this, and my full time hours were taken from me, and when I voiced concern about it to upper management, their response was very simply "If you don't like it, leave"
All in all, if you are looking for an easy job (basic computer skills and phone skills required) - that has decent security (they do work for Apple, and have a long standing good relationship with them) - this place is for you (But make sure you are applying for the iTunes side of the operation - the technical support side is far far worse, and you'll be surrounded by a group of very miserable people - nitpicky managers, and horrible hours).
If you can do without a management staff that has no idea how to balance business needs with employee satisfaction - as well as an environment where everything you say spreads like the T-virus... you may wish to look elsewhere. – less