Pros
Pay and benefits are very good. Lots of opportunity for bonuses and advancement, if you can meet the standards. They try to implement a work/life balance and they are very good at giving you time off on a first come, first serve basis. Management also tries to promote a fun culture, with lots of pot lucks and events.
Cons
Feels like the expectations can be unrealistic at times. You are expected to meet a lot of metrics that change frequently. Tons of micromanaging . If you can't meet the metrics, prepare to fight for your job. It feels like there can be a culture of fear, with people who have been there for years getting let go. Customers are rude and 8-10 hours a day of staying on the phone can be mentally and emotionally draining. The problems can be complex and you can be under trained and unprepared for some of them. Phone equipment you need is not always available. Near the end of my time there management was starting to track sales, which is not the job I was hired for. Tons of pressure from both management and customers can make this a very stressful job.