Pros
Great, cheap insurance benefits. Decent pay, especially after you factor in bonuses, commission checks, and employee referrals. No shortage of work/hours. Understanding, and helpful people, both co-workers and leadership. Nice building in a good location with on-site Cafe. Long lunch breaks. Attendance policy. Training is fun and builds confidence. The nature of taking incoming calls means sometimes (rarely) you get a brand new customer on the phone. This is where you make the best money; this is rare. Occasionally you meet very nice customers, have a great conversation, and time goes by quickly.
Cons
Stressful. Very stressful. Not much room for advancement; everyone is a leader. Account management software doesn't work well. You can't work with other departments to solve issues. The functionality of Century Link as a company as a whole. Century Link becomes your life (you're physically there at least 43 hours a week, not including the hour long lunch break and your commute). Parking is very, very expensive. I know this list seems short, but I really want to take the time to make you understand how stressful this job really is. Your responsibility is to take incoming calls from customers who either have a serious problem with their billing/services, or want to cancel services. Your job is to stop these customers from wanting to disconnect while selling them new services. YOU are the last line of defense; you can't transfer calls. This might sound easy enough, especially if you're a natural sales person, but don't be fooled. There are countless situations that cannot be fixed, will take hours to fix (which you don't have because you have to maintain a low call-handle time), or can only be fixed by disconnecting the account in question (hurting your commission). A lot of these customers have called in countless times, and you will often find yourself on the customer's side. You do have tools at your disposal to try and keep them around, but that list is narrow and under-developed. The systems that you learn aren't hard to learn by any means, but there are literally two dozen of them and they rarely work properly. A lot of the issues you attempt to fix may or may not actually BE fixed, even if you follow the processes they teach you. If you are a pioneer, perfectionist, or if you have incredible attention to detail, this may NOT be the job for you. You go into this thinking those would be great skills to have, but soon you see the limitations put in place deep at the foundation. I feel like long term employees have just accepted that the company is what it is and pay is decent...after a while you're trapped and just don't leave.
