Pros
Co-workers are very supportive, and benefits are pretty good. Direct supervisors usually know how rough things can get over the phone and are very supportive. Promotions and transfers mostly happen from inside the company.
Cons
Upper management has serious issues in the Information Center, and non-frontend departments refuse to do work and consistently get away with it. Bringing up problems to management professionally or giving new agents advice on some of the more difficult issues gets you labeled as "bad for morale" and written up. The only way issues get resolved is by mentioning them to Jim himself, then things get solved very quickly. Pay is also very low compared to others in the industry, and sales is far over-emphasized considering the mantra of "our only goal is to help the Members".