Company is changing
Pros
Fairly loose attendance policy, casual dress code. End of year bonus is nice, but compatible to the competition. Vacation time is just one bucket of paid time off but roughly equal to everyone else. If you have paid time saved you can usually get the time off, if enough advanced notice is given, and if it is not a blackout day. Great place to get your insurance license for free. Has a childcare subsidy, of $30 per pay period, and limited tuition reimbursement.
Cons
Pay has not kept up with competition, you often too out at what other companies start at. New hires are often paid more than tenured employees, raises are not guaranteed to match increases in new hire wages. Career growth is limited unless you move to Cleveland where all the degree required jobs are. The only way off the phones would to advance to a training coach, and your schedule will dramatically change every 12 weeks or so. Your schedule will more than likely change every year, and it's a 24/7 call center so the change could be dramatic. The job is demanding with a steep learning curve. Constantly changing metrics that are impossible to grasp how they are calculated. Micromanaged. Culture is changing from providing excellent service to a sales culture which if commission was given could work, there is no incentive to sell, only performance management if you don't meet goal. It's just not the company that it was, it's becoming more like every other call center environment. Turnover has increased, many familiar faces are gone.