As a customer service advocate, our commitment was to handle a first call resolution to all customers so that they did not have to call back in for issues. Unfortunately, that was not allowed. When their were calls in queue, we were available to assist with no time to research customers' resolutions. It was disheartening. Also, when a member asked for a supervisor, out policy was to not allow someone else on the phone even if they were "available".
The hours were set every 6 months based on performance. Raises were minimal but the work load kept getting higher. The management and security were polite, but some things were out of their hands.
The company should focus more on this position as they are the point of contact for its members. They seemed to be more focused on the CEO gaining more millions.
Overall, I would have liked working for the company better in a different position with all the benefits available.