Pros
Proper training for the product as a whole. Good starting wage, however, not great when you realize how much work you have to do on a daily basis. Changed management structure so managers have to take phone calls too. Appreciate the email marketing insights and experiences which I have taken to another job which I am happy to come into every day.
Cons
After working on the phones for years, I've came to the realization that I was not great at customer service and I started to see my talents shine in more technical work. However, the worse you do at your customer feedback surveys the more they are going to take away "off the phone". No matter how much I've tried to reach out to my managers, they could care less about my career opportunities in other departments. Their user platform kept changing and kept breaking which put a lot of strain on the customer service reps because the call volume increases and there was never a break between calls. Which made it so hard to lie to customers and support this product. They are CONSTANTLY micro-managing the phones to make sure you are taking calls and forget trying to fix problems after the call. Everything had to be done on the phone while your customer awkwardly waits for you or Tier 2 tech support to finish any issues. There was so much pressure to take the next phone call, but also have 100% quality, and also stay under 8 minutes and 100% satisfaction. Some of the managers never get back to your questions which is disheartening. Some managers should NOT be managers there if they can not support their own teams. Work from home is a joke and only give it to those they like. There is a huge "bro" attitude in management, which I can't mesh with. Some managers will act as your friend, then throw you under the bus later on down the road.