Pros
It's relatively easy if you are pragmatic and don't invest in it emotionally. You can work from home if you're helpdesk.
Cons
Management is a bunch of chickens with their heads cut off. You either get management that is very caring, but being mistreated by upper management, or you have management that is abusive and micromanages. No bonuses. You're blamed for the company's problems by the company. Stats don't matter because they hold you to a standard that the company can't even achieve, and also who cares? You're severely underpaid for the amount of queues that you're in. You're called to drive to office as a punishment for their equipment and software being useless. They force you to use new software that is slower, ineffective, and gives you a different result than if you fixed customer issues manually (it's called F.I.X by PEGA and it's trash) There is no growth whatsoever. Moving into management isn't worth it because you have to work in the office instead of from home and the pay is still too low. Frontier stock is essentially penny stock If the hiring freeze is finally lifted, you'll be laid off in a matter of months when the company finally goes bankrupt if you actually care about customer service and have even the slightest amount of empathy, you will be miserable because no one else you talk to will care about customers. "Not my department" is the most common phrase in the workplace the company is Trash
