Pros
Great job for those who don't want to do too much work; you can totally skate by with very minimal effort. No QA and no requirements for call/e-mail volume. Just yearly review, but everyone gets the same raise regardless. You do have a little assigned work (varies depending on group you're in), but if you do it poorly the first few times they just don't ask you to do extra work anymore. Schedule is great (M-F only) with generous time-off policy. Very little consequences if you mess things up, usually the worst is that you have to go into the office instead of working from home. Management does play the social game instead of performance game; if you're good at fake positivity and office politics then you'll move up/get promoted. Nice benefits package.
Cons
Management does not know how to adequately staff for sick/daily absences and your group will always be behind. There is no bonus or pay incentives (everyone gets the same raise amount (2.5%) every year), but the main motivation technique is emotional manipulation. Education status does not matter as much as seniority here. Not a long term career company as you eventually reach a wage stagnation point and they do not offer cost-of-living adjustments or impactful annual raises. There is a management inner circle, but if you smoke cigs you'll be able to break in. Little to no formal training and very much a sink-or-swim department. Little to no formal codification of processes and they do not follow the ones they do have. Negative and toxic department culture with lots of gossip. IT infrastructure is dated/poor quality and there's often systems issues/outages. You are expected to work more than 40 hours, but not allowed to claim over-time on your time-card. (expectation is for you to log-in early to be "ready" to take calls at start time) Supervisors and upper management struggle with emotional regulation: regularly talked down/soothed my direct supervisor and upper management in other departments. Customer interaction software is the worst I've ever worked.