Pros

- Great benefits
- Excellent lower level supervisors
- Tools that make it easier to help customers quickly
- Work-life balance

Cons

- Unclear directions
- Too many changes for members on the site
- Misleading promotions
- Upper management does not often ask employees who deal with their customers on a regular basis what main issues on the site are
- Too much outsourcing (while there are some excellent reps in other countries, there are numerous problems with outsourcing phone support. Many members are not able to understand outsourcers or do not feel their concerns are understood by outsourcers)

Advice to Senior Management

Pay more attention to the issues that are affecting members on the site by asking employees on the front lines. Do more to educate members on changes to the site and use less fine print.