Pros
Work from home. Not micromanaged.
Cons
Used to be a great job, when we all believed the lies that "we are valued, we're here for each other" etc. As soon as nearly 10 of us, the entire remote team, weren't needed anymore they fired us with no notice, squeezing every last drop of labor out of us. Management lied to us on every occasion when we asked about the security of our jobs in advance of the layoffs. Management became basically nonexistent towards the end of our jobs. Select management did not offer a goodbye, thank you, or well wishes to any of us despite our loyal hard work for years. Client verbal abuse towards staff is rampant. When staff was being let go in waves, others were expected to pick up their jobs and perform them with no raise in pay on top of performing their already overwhelming amount of duties. I can only speculate that this was a way for management to save money on payroll while having the same amount of work done for free. Saturday's were only staffed with one remote employee handling all phone calls, chats, emails, invoices, and daily operational tasks. We could not keep up the quality of service due to being overworked, therefore clients became rightfully upset and left en masse. For years, on-site staff were not trained or allowed to answer phone calls for the practice (only remote staff handled phone calls), which led to client distrust and frustration and also led to miscommunication on MANY occasions. Policies were constantly being changed with little to no communication from management. Ever-changing policies and ever-increasing pricing led to extreme irritation for clients. Processes for daily operations were so convoluted that most hardly made sense and coworkers weren't even aware of what each other's duties were for quite some time - this led to wasting time on tasks that did not need to be so complicated or even performed in the first place as they were hindering the client experience/wasting the time of employees. We were told to charge clients cards on file (and management participated in charging cards on file) even if the client did not authorize us to charge the card yet, under the impression that it would be more work for the client to ask for a refund after-the-fact. Clients regularly complained about this and demanded refunds and for their cards to be removed. We were advised to cold-call clients over and over via phone, text and email to push services - this led to extreme client dissatisfaction and annoyance, rightfully. We were never offered an exit interview to discuss our concerns or feedback regarding our time as employees.
