Pros
There is potential to make money if you put in the hours. There are some great people that work for the company.
Cons
Completely unorganized! Upper management creates pilot programs to “help” only they have absolutely no idea what the representative nor the customer needs. The priorities of management are how the department looks on paper, which unfortunately go ahead of the individual employees or even the customer. Also, seems the employees that work hard and go above and beyond go completely unnoticed. The union also is pretty much nonexistent! There are absolutely no checks and balances here ! Also, the training and communication is pretty much nonexistent! If you don’t have the drive to teach yourself, expect to be completely unprepared for your job. The way customer service is run seems they are aware it’s a stepping stone, with absolutely no regard for “first call resolution” that the company preaches.