Pros
Flexible schedule since online customer support is open 24/7. You can work at 3am or 3pm if you wanted. Decent benefits and pay considering it's just a CSR position. Employee discount of course, even better during the holiday. Hires from within. Co-workers are generally pretty nice and help each other out. Most customers are pretty nice too. Large, profitable company.
Cons
Everyday I try to think of how to get out of work. Holiday hours are brutal. They were understaffed this past year so we were constantly on 6 day work weeks and it was mandatory to add additional hours to your work week at the drop of a dime. Employees couldn't plan holiday time with their family even if they were willing to work on the holiday and just celebrate after because it's a "blackout" period which essentially menas they own you for 2 months. You are constantly being graded up against their internal metrics. This past holiday was insane, even by veteran employee standards. Warehouse didn't send out orders, inventory doesn't match up with what we actually have so orders are being cancelled left and right, sometimes a week later. On one hand they tell you to exhaust all resources to help your customer. Nordstrom way right? Wrong. On the other you basically need to lie to customers or else you'll ruin your call times which will ultimately affect your performance reviews. And get ready for the performance reviews. You get them CONSTANTLY. They have a whole team (Quality) who's sole purpose is to grade your calls/correspondence with the customers. I swear I get these almost weekly in some shape or form. These too can be inconsistent, just depending on who's grading you. The amount of applications you have to log into everyday is a joke. It's time consuming (they actually give you 15 minutes just to login to everything because that how many apps you need to login to everyday). Apps crashes constantly. Need to account for every second of your day. Phone crash? Submit a segment. Couldn't get off a call the minute you were scheduled for break? Submit a segment. Take too long to breath? Submit a segment. I practically have to submit a segment for a segment. If another team member messes up, tattle tale on them with another form. But oops, that took too long. Oh too bad, you can't submit a segment for that. Guess that'll just ruin another metric you didn't "meet expectation" for. It's quite possible this style of micromanagement just isn't for me. But if you like a condescending management style than this might be the job for you.