Pros
As a seasoned customer service rep, I appreciate that the management in this organization does not micro-manage. They provide you the opportunity to do your work without having to be told what you need to do. Reps are more likely to perform at their best as long as this continues. Co-workers are very friendly and will do what they can to help you in any way, as will most of the supervisors. If you perform to best of your ability, at some point, it may be noticed, affording you the opportunity for advancement.
Cons
Nepotism is VERY alive here. Although you can advance, be sure to know who your competition is. There are MANY reps who have been promoted and not had to follow standard promotion rules because their mothers' are employees within the organization. The systems that reps have to use to view accounts seem to be stuck in the 80's. Way too many places to go within the system to find information, which can create longer talk time. I am also sad that there is no diversity in management. Within the customer service unit, there is one African American supervisor, which is a bit disturbing that an organization such as this doesn't promote any type of diversity. There are also not many males in the department either. This seems sexist.