So bad that I quit and returned to my previous employer
Pros
* The pay and benefits are slightly above average for this type of position. * The location is comfortable and convenient. * Dress code is pretty casual. * Hours are consistent, standard weekday office hours, which is often not true for CSR roles.
Cons
* Difficult, entitled, and arrogant customers--in part because they have to get evaluations done, not because they want to. Since the evaluation is something they need for licensing, employment, or further education, they are extremely dramatic and persistent. To be fair, it's a customer service job and handling awful people is to be expected, but often you had to act as a gatekeeper for the evaluation staff and their lazy assistants who were in most cases reluctant to talk to customers themselves until a situation became escalated enough that they had no choice. * When I worked there, we had 8-hour days with NO LUNCH BREAK. We were given two 15-minute breaks, which is barely enough time to get some food and decompress before getting back onto the phones. The management claimed that they were not able to provide a proper lunch because they needed better phone coverage, but I think they were just unwilling to commit resources to solve this problem. (Meanwhile they could apparently afford to pay a company to come in and water a menagerie of deeply unnecessary, near-death office plants every week.) * The staff was largely a combination of: (a) unpleasant hipster and hipster-adjacent Millennials who deigned to do cubicle work for good pay and (b) 40/50-something captious ladies. All the disingenuousness and passive aggression you can fathom and more! * While I worked there, they hired someone to be a CSR, and he was apparently terrible on the phone, but instead of firing him, they just offered him a different and much cushier job. I found that especially insulting. If I had known that I could get promoted by failing, I wouldn't have tried to be effective in the first place. * As I neared one year at this job, I found it unbearable and dreaded coming in to work every day. I ended up quitting and going back to my old job, where they were happy to have me and where I was part of a true teamwork culture and not a dysfunctional nonprofit with a bizarre culture and no chance to eat lunch/breathe.