I'm very content here, but it's definitely not for everybody!
Pros
The job has many positive aspects including working from home 4 days a week, benefits, lots of time off, and a solid work/life balance with a constant M-F 9-5 schedule, I also was fortunate to be grouped with a super supportive team.
Cons
Like I mentioned, this job is definitely not for everybody. You will be yelled at, cussed at, and even threatened by taxpayers. You're constantly taking call after call with barely any time to breath between and it is stressful and mentally exhausting. Many things are out of your control and you spend a lot of your time advising taxpayers to wait an additional 30 days or 60 days then getting yelled at. The job is very research oriented, but you get so many of the same calls day after day that you start to just know where to go and what to reference. You also need to be the person who's always on time/early or you will have to become that for this job. They track you down to the second. You get 15 minutes for a break. Not 15 minutes and 1 second. They review 4 calls a month and will ding you for the smallest things like not thanking taxpayers for holding every time you come back. You will inevitably get dings for errors in the beginning, but that's part of the learning process and you will improve fast as you take 20-30 calls a day. The number one thing I can stress if you get into this job is to make sure you follow disclosure procedures and properly verify every taxpayer before providing account information. Getting disclosure errors is a one-way ticket to quickly getting canned.
