I Was Sold A Pipe Dream - Customer Care Professional American Express Employee Review

During my interview, I was told that there is "unlimited income potential". What they didn't tell me is that AmEx keeps moving the bar further away as you get closer to the finish line. The metrics are unfair and unrealistic to earn a regular bonus. Every customer gets an opportunity to submit a survey, however, the LAST AmEX employee to speak to the customer, during each call, is upon whom the survey falls. Therefore, if the customer speaks to collections first, and gets angry during the call, then collections transfers the call to you to discuss having misplaced their credit card, everything they say in the angry survey is credited to YOU. One survey with a "poor" rating will cause you to lose your entire bonus for a rolling 3 month period! Another unfair metric is counted when you assist a customer and they call again within 7 days. Even if the customer calls back for a totally different reason, the fact that they called at all within 7 days means you did not properly assist them. For example, if the customer calls you to pay their bill, then 3 days later calls again for a password reset, THAT is counted against YOU because the customer called back within 7 days. This, too, counts against your bonus. Further, there are no assigned workspaces. Seating is in a first-come-first-selected area. You are assigned a locker for your personal belongings, but change desks from shift-to-shift. The workspace is approximately 20x40 with only a small panel between each desk. That, coupled with changing each day, makes the area unsanitary, and presents a high risk of illness due to spreading germs.