Pros: benefits, leave time, atmosphere, fun things planned by management that go on throughout the day at least monthly. nice big, well equipped break room including 3 recliners and a big screen tv as well as full kitchen.
Cons: very low pay, very little autonomy, rigid schedules, no way to make up for time if it is missed or schedule adherence is thrown off..
I assist customers via the telephone all day as the calls come in with a variety of situations. One or more of their services are not functioning properly so I go through a set of troubleshooting steps to try and get the services restored, think outside the box for solutions, able to determine when and to whom I should forward their issue to, or if – more... a service technician needs to go to their home.
Every call, I try to make it an above and beyond call - exceeding their expectations and leaving them with a great feeling about their experience with Cox Communications that day.
Management at all levels of Cox are very involved and supportive, most all of them started at the level that I am currently working so they have first hand knowledge of not only the technical part of the job, but the challenges and rewards as well.
It is a fantastic atmosphere, most employees seem to really care about their job, the company and the customer. Most will say that they also want to give the customer a great experience.
What I love the most about the job, is the constant interaction with the customer. I feel so rewarded when we are able to solve their issue whether it is a service that isn't working, or a new service that they requested, or they are moving so we have facilitated a transfer - whatever the situation and whatever their disposition was when they called, I feel great if they leave the call happy and satisfied with my efforts and they felt my sincerity.
The most challenging part of the job for me is the total control of every second of your day being closely monitored, analyzed and controlled. I like to spend the extra time with one person if I think that it is in the customers best interest. Sometimes to give them the great experience, is by finishing a time consuming project on my own and then making a call back when it is complete. However, the call center world does not allow for that "downtime" from the phones, therefore the customer either has to stay on the phone the whole time you are resolving the issue which often includes other teams so that means hold times. I am still trying to find a good balance for this situation. Also, call center environments are more geared towards, do your part, pass them on to the next team, move on to the next customer and don't look back. This goes against everything that I have done in the past 25 years. – less