Vantaggi
There is always support and assistance whenever you have a questions about rules, regulations, or need help looking into a specific customer case. Management also takes the time to listen to you and work on being an advocate for whatever concerns you may have with new procedures/policies and helps you with your metrics regarding taking phone calls from customers. It always felt like I had good resources available to me and people willing to help no matter what the case was.
Svantaggi
Pay could be better. They do evaluate your role based and the industry standard in other roles across the country and do evaluations and pay raises per year, but for the work you do, and some of the ignorance you deal with from customers, as well as some (not all) peers, can make it not feel fully worth it.