Pros
1) The people in this company are great. My coworkers and my team leader are a pleasure to work with, and provide excellent customer service to our customers. 2) The company let people work from home during the pandemic which is good as they don't pay a high enough salary to be able to travel to work or live in the area.
Cons
1) Greedy management. They said they were getting rid of raises and replacing it with a bonus plan that gave you a few percent of your salary if the company did well. Raises were kept for certain higher staff only. After a few years of inflation and no change in salary, many started to be overwhelmed by cost of living and left for better paid jobs. The remaining employees had to take on their work load. Many employees requested a raise to which the company told us that not only would we not get any raises, but that the bonus plan was also going away. Instead, they dangled a $100 monthly prize for employees to desperately compete over. 2) No effort is taken to retain or reward loyal staff. Many veteran employees have left the company because they couldn't afford to work here any more. These employees take vital knowledge and experience with them. Their work is simply dumped onto people from other departments, resulting in a worse customer experience. I think my location lost around 50% of it's work force in the past year or two. 3) The management does not communicate vital information to employees such as the arrival of new customers, or procedures you are expected to do. 4) Our tools are outdated and buggy. A lot of time is wasted refreshing tools or restarting to try to fix a bug. 5) The company decided to no longer pay weekend shifts hourly and to pay a low on-call rate instead. Employees still have to give up their weekend plans, but for lower pay.