Pros
Health benefits, retirement fund, and CSRs are currently working a hybrid work schedule that allows us to work 4 days at home remotely and 1 day in the office per week.
Cons
Not paid enough for the knowledge you need to know/search for and the people that you serve. Highly micromanaged. Need to know how to be very independent and how to handle difficult callers/situations. Come to terms with the fact that most people you really won't be able to help, as you have no power or authority to do much of anything and can only facilitate certain actions. Do not rely on much additional training after the first 16 weeks, because there is literally no time to be off the phones after that point. Very low retention rate which causes much incompetency within the department and misinformation is given out constantly causing even more difficult situations for employees that have stayed there for an extended period of time. Furthermore, there is really no consequences given out to those who screws up or provide misinformation even though everything is recorded and can be easily traced back to the initial mistake., therefore, no constructive criticism can be dealt out. Even when in the office, you do literally nothing different and no one really talks to you so it's a complete waste of time and money to go in for the 1 day. You are just a number to the organization and this job will not fulfill your standards of making a difference in the world on most days.