Pros
The pros of this job is that you get a paycheck. Sometimes you'll get a little nice old lady who is sweet and she might make your day a little better. The company is growing.
Cons
Unorganized training, resources, and management. the most stressful job I have ever had. You have to know the ins and outs of protocols for multiple health plans...and what you don't remember you have to dig through an unbelievable stack of papers "that you'll need" or search a pdf that either crashes or takes 5 minutes to find what you searched. The resources are terrible, there is no unanimous system that every CSR uses to make the process easier. You just panic...and place the member on hold...and then have a larger handle time number. You get told different things by every coach, trainer or manager you speak with. You will not have confidence in them....so you get to the point where you'd much rather try to figure it out on your own....or just make something up to get the member off the phone. You train for two weeks where all you do is get read slide shows off the computer. You don't have an on the job trainer so you have no idea of what is expected or what to say when members are upset when escalated. As a seasoned agent from another company it was fine, but a new comer feels uncomfortable and don't know what to say. You scramble to meet the expectations of these members in a quick fashion.... your resources are outdated and spread out as if you're apart of a messed up "seek and find" game. It's just not a good place to work. They worry more about where you smoke than ANYTHING on the planet! And oh, yeah, you want to go to a nice day shift? You know that one person who doesn't even try, who has bad stats? Who doesn't care at all? Well they've worked there for 5 years and get the shift because they're alive. Not because they work hard like you do. Run in the opposite direction of MTM, they make that million dollar 2014 money....but everything else hasn't caught up yet.