Pros
Remote work, benefits, PTO, School reimbursement
Cons
Where to begin.. The role is unnecessarily stressful. Much like other call centers, metrics are strictly enforced and have zero benefit for customer experience. Coaches are hit or miss, whenever you need help that is. You use a chat to ask questions and sometimes you get skipped, sometimes you get valuable help, but mostly you get sent an article from their Knowledge Exchange to figure it out on your own, those same coaches being rather short with you as well, and have seemed to forgotten what it is like being on the phone. The demand is beyond stressful with crosstraining that is rushed compared to the initial hire training. Your one on ones focus more on your metrics and how you can do better and never about how you assist customers and go above and beyond for them, especially when their company is the one who messed up a members claim or caused the issue in the first place. The position burns more reps than they keep and it's no wonder when you work with subpar broken systems, slow computers, upset members, and a constant "Improve this X metric" every single time. You're just a number. This is coming from someone who worked in Healthcare and worked at a doctor's office too, you strip your reps to the bone and burn the empathy out of them. I'm glad to be back in a doctor's office setting again, where I can actually take care and help our patients and not be hounded for waiting too long on hold for a provider to solve an issue, or for taking too long on calls when resolving the issue matters more.
