Pros: opportunities to work overtime. monthly bonus for exceeding quality service expectations.
Cons: 1) health care costs were expensive for the plans offered, 2) breaks and lunches were frequently cancelled due to volume, 3) no wage increases to anyone during the time i worked there, 4) advancement opportunities came with no wage increase.
Overall I liked my position at Xerox. I worked 40-50 hours per week Monday through Friday working either 9AM-5:30PM or 11:30-8:00PM depending on need with the flexibility to work extended hours.
I gained experience as a customer service representative learning about Health & Welfare and Pension benefits translating the information to the employees – more... and retirees of the client I worked for. I also learned how to assist employees and retirees through online chat and through an email program called Contact Us.
I worked well with management and gained their trust through my strong work ethic. Because of my dedication to the team I was trusted with the responsibility as a back up supervisor providing support as needed.
I gained the trust of my co-workers and develop good relationships. Quite often I was able to share the ideas of the other team members with management to bridge the gap between the team and the supervisors and manager.
The hardest part of the job was working with employees and retirees who were already irate at point of call and calming them down. Because of my courteous demeanor I was able to de-escalate numerous calls.
The most enjoyable part of the job was working employees and retirees who would call in irate, assisting them with their needs and resolving issues. I enjoy assisting others with their needs. – less