Pros
Lots of great benefits: medical, vision, and prescription drug are all part of the basic benefits package, not to mention the extras like dental. Free access to lots of streaming TV sites (I've heard free cable too, if you're in a Charter service area, but Louisville isn't). Seven week training course prior to you being put on the floor, so if you know the absolute basics of how internet works they'll catch you up to speed on the more detailed stuff. Great pay on holidays if you volunteer to work them. Flat pay is really great to begin with.
Cons
Holidays are "voluntary" work days...unless not enough people volunteer. Then they "volun-tell" people they have to come in for WHATEVER shift is lacking. You are told supervisors and senior reps will be there to help you if you run into something you don't know how to do, but they're rarely at their desk. A customer can call you any name under the sun (as long as they don't actually curse) and you are not allowed to disconnect the call. You are also not allowed to get the supervisor on irate calls unless the customer specifically asks for one. Little to no down time between calls. Your "scorecard" is affected if you take a bathroom break outside your regular break times. Your scorecard is also affected if you take breaks that are outside your specific scheduled break time (I don't mean an extra break, let's get this straight. I mean, for example, that your scheduled break is at 4:30 and a long call forces you to wait until 4:50 to go to break), if you don't follow the call scripts to the letter, and if your calls average out to be longer than 10 minutes. Angry people, ALL THE TIME. Some people have had techs out to fix their internet three or four times with no resolution, and all you can do is set it up for somebody to come out again. The processes are dishonest: I had a woman call in who had her internet turned off for two weeks and she wanted it turned back on, but for the time she wanted the internet off, she was still being charged even though the equipment had been turned off so she couldn't use her internet. My supervisor told me not to offer her credit for it unless she requested it, even though she was paying for a service she asked to have turned off, and couldn't have used even if she wanted to during that time. Overall a very stressful, hard job if you don't like angry people. The fact that you have to have about 12 programs open (no joke, it's really 12) for just about every call DOES NOT make the job any easier AT ALL.