Pros
Remote Unionized Some of the software/communication used are helpful for problem solving. There are a lot of options for career growth but in most cases you have to be in the company for a minimum of 6 months.
Cons
Hard set schedules(this sounds good on paper but you have very little say in the matter, you're usually assigned a set schedule for six months w/ little to no flexibility, often with undesirable hours till you reach seniority and then maaybe you'll get better options) Long hours most shifts were 9+ hours w/ getting stuck on phone calls usually extend each shift potentially 30 minutes to an hour. Useless Managers, most of the time if a customer is pretty rude/aggressive you just have to sit there and take it, even if the customer has a valid reason to speak to a manager it's like pulling teeth to get one to actually talk to them. The CX(customer) could be cursing up a storm or threaten legal action & you're just supposed to nod and take it. Managers can also be very micromanaging. I often had managers message me mid call to coach tell me what to say/do and it was often more just distracting and frustrating than helpful. It would've been fine after the call but then it just makes you feel like an idiot and/or you're not particularly doing anything wrong outside of strictly following their unofficial script and asking creepy questions to create small talk by extracting the personal data you have access to. Benefits take a long time to kick in and are confusing. Also, if you quit/leave the company you can't reapply for 6 months and I think they do that to screw over any kind of seniority/reestablishing benefits/etc. so you have to start in square one again. Sales focused as well. While Sales are great in most scenarios or when people want them the main goal is to get "add-a-lines" which more often than not it's like a 1% chance someone is remotely interested in getting one when the whole point of the phone# they call to reach you is for customer service so 95% someone is calling to complain about their bill or some other issue and the last thing they want to do after being overcharged or dealing with a negative experience/wasting their time is to spend more money on something they probably do not need.
