Pros
I love helping our customers who call for a multitude of reasons. The feedback I receive from the thankful makes the not so nice ones easier to deal with. Steep discount on cell service. Personal time off accrues at nearly 6 hours for every 80 worked. Bonus pay adds many extra dollars per hour to the check. Short and long term disability benefits. Decent health insurance. Most coaches have started as a rep so they understand the job.
Cons
The new concept of Team of Experts (tex) was supposed to do away with the general care teams. We went from a group of 12 csrs with 2 support people and we were able to take breaks and lunch together, to a team of 30 with 2 support people and everyone has different break schedules so you don't get to have lunch with anyone. So much for team building. We were also promised not to have to change schedules every 6 months, but that has gone away as well. The lack of training on new plans or promotions feels defeating. Often times the media knows what is happening before employees. The metrics are difficult to meet and unfortunately if you don't bonus, your coach doesn't bonus so even if you are showing up every day, doing your best every day but have a tough month - it's seen as failure. More unfortunate is that most metrics for bonus are based upon things outside of your control.