Pros
Management really cares about making sure you're happy and you succeed, and making sure morale stays high even when things are stressful. The job itself can be exhausting because of how busy it gets, but every single member of management genuinely cares about the people working under them and wants to help you. There are a lot of opportunities for advancement but they're pretty competitive so you have to bring your A+ game if you want to be promoted off of the phones. The entry level pay is really good but the pay difference between that and the promoted positions isn't very much. Still, they pay better than most call centers and you don't have to worry about commissions or sales numbers because you're not selling anything.
Cons
Things can be very fast-paced or very slow-paced with little in-between. You can rarely if ever transfer callers to a supervisor so you have to be good at deescalating. Any positions outside of being a phone rep are highly competitive and coveted without offering a significant difference in pay. Medical benefits are overpriced and overall pretty garbage but that's par for the course for it being based in TN.