Pros
Decent benefits, good PTO policy.
Cons
Management has changed drastically from when I first worked for Amex. Was recruited back after 20 years and found that front line folks are not appreciated. Punitive management style. Cardholders send in surveys that you may not have had anything to do with aside from answering the phone. The surveys dictate your schedule bid (once or twice a year) and one bad survey can put you so far down the list you are working nights and weekends. My team lead was incredibly condescending..no one on our team respected her. We started with 18 highly experienced agents in our training class, a year later only 6 are left. And they are looking for other jobs. Very little management support. Also, the new online booking tool, Encore, was a bust...very disappointing considering the fact Amex piled millions into the product. I lasted 8 months, was productive and had zero customer complaints but I just couldn't stomach it anymore and I left. . It is not pleasant being a highly valued and skilled agent for 30 years only to be treated like you are expendable. Not worth it.