Pros
* Decent pay * Solid benefits package, including retirement and lifestyle spending * Most of your squad mates will be good, supportive folks. Misery loves company.
Cons
* Unsustainably stressful work environment: You'll have to deal with at least 3 chats at a time, usually all dealing with vastly different issues. If you take longer than 15 minutes with each of those people, your boss will chew you out for being too slow * Management cares more about how many upsell opportunities you found (regardless of relevance to the customer's needs) than genuine customer satisfaction. * High turnover rates: Stressful conditions, unrealistic expectations and pressure from management leads to a lot of people burning out, taking stress leave, or just plain quitting. Termination with last-second notice is not unheard of. Management threatening termination if you "can't take it" is common. Some people don't even make it through training. * Inconsistent Managment: Had a good time with a couple of managers who filled in while my boss was away (which was often). My boss himself was the definition of false sincerity. Very "buddy-buddy" in appearance, but with threatening tendencies when management style or behaviour was brought into question. Unsupportive and intimidating * Work from home can be isolating. Tough to leave the work behind when there's no real distance between your work space and your living space * Work-Life Balance is a joke: You'll be buried in follow-up emails of one sort or another constantly, and you'll be given less than an hour each day specifically to work on them (all the while, accumulating more). If you stay late to try and make a dent in them, you won't be paid overtime. * Training lasts a month and is still insufficient to ramp people up to the speed this company demands of their workers. * Internal and external resources used to help with customer problems are frequently out of date and generally inefficient.