If you like helping people, this isn't the job for you.
Pros
Met some great people (virtually).
Cons
The call volume is high for all shifts. I've worked every shift and it was back-to-back even on third shift. They also do not honor medical accommodations. Most of the employees are great. Most of the calls are rate increases and they don't really train you to handle these calls. If you tell customers what they tell you to, 7/10 you're customer is still upset. Rate reviews don't work anymore because most of the customers have already done one and there's no justifiable reason their rate should've increased as much as it did, even with "market rate increases". And they discourage you from transferring to a resolution specialist so it gets exhausting after a while. If you like helping people, this isn't the job for you. The helplessness and extreme call volume is maddening. I worked virtually. Oh, and the cameras are weird too.