Pros
Decent pay, comfortable conditions working from home, customers are generally pretty nice, as are the various team leads I've worked with.
Cons
This company has been slowly nixing every reason to pick them over another company. Previously employees could reward each other for good work with Kudos, useable for some real world (typically company branded) items, however this has been replaced with a store where you spend your own money for that. Personally I am not interested in spending my own money to advertise for them and it is dumbfounding that they think I would. Upward mobility is limited, many of the leads I see are not internal promotions, but outside hires. I have not seen a lead position posted on the job board in years. Taking additional responsibilities for your job, such as animal specialties or working with Spanish speaking customers does not provide you any increase in pay in exchange for the additional work. Communication from upper management is so poor as to be non-existent. They recently decided to cut the email team. Initially they were apparently intending to just cut emails altogether but instead decided to just remove the customer service email address from the website and emailed communications to reduce emails as much as possible. The members of this team received no prior notice, or even an indication from management as to why we were suddenly inundated with overflow calls. I'm sick of working here, I'm getting out as soon as I can.