Former Customer Service and Sales Representative at United Airlines
about 2 years ago
There is an extensive training before employees are assigned "to the floor" (take real calls) so you can be confident you will be ready by the end of the training. Each employee has a different schedule, assigned by lottery and seniority. I wanted to start as early as possible and the earlier time I received after 2 years was 2.30pm to 11pm. Upon arrival, employees log into their account which determine their arrival time. Everything has to be notified (bathroom, lunch, various breaks). I believed we had two 10 minutes breaks and one 20 minutes break per day. Even though the office was really big (I think at full capacity there were 400 CSSR), it was a really friendly environment where team building played an important role. We would celebrate each other's birthdays with the employees from the same training session.The airlines used to be part of the military so there is still a very strong respect and expectations for following rules (e.g.: being on time: if an employee is late even by one minute, he will have to sign up and get a pass from a control office). Rules are very strict so an employee cannot take the initiative to do a favor to a customer, it has to go through a supervisor for approval. The office of Chicago was quite diverse. Great benefits.