Pros
1. As long as you make it to work every day, you have no chance of ever being fired- no matter how poor your work is. Its a very secure job. 2. Healthcare coverage is better than similar low-paying jobs. 3. Small office environment means you'll have a chance to get to know people, maybe make a few friends. 4. You'll do the same thing every single day. You'll always know exactly what to expect when you walk in the door.
Cons
1. There is no room for advancement, despite what they might tell you in the interview. When additional responsibilities become available, they're given to someone who already has additional responsibilities- not to a promising new employee. 2. Management does not listen to their employees on the front line. If you have a great suggestion that will improve productivity by 5% with minimal input, expect to be met with consistent, ongoing resistance to changing the status quo. 3. The pay is quite poor and the yearly raises are an insulting joke. My productivity on my one year anniversary was twice what it was when I started, but I got a 50 cent raise. They share none of the benefit of having long-term employees with those long-term employees. 4. Because the raises are so poor, people never stay long and the turn-over rate is exceptionally high. This means that you will be surrounded by new people making new people mistakes, and that will make a stressful job that much more stressful. 5. You will deal with irate customers. GameFly customers are flatly insane, and one contact in ten will be an angry person demanding to know why he hasn't received NASCAR 14 yet. You won't have an answer for him because GameFly doesn't track their games, and so you'll go 'round and 'round until he is ready to give up. 6. You will spend at least 7 hours of the day on calls. You will have 15 seconds between calls, which isn't enough time to finish your documentation, much less to decompress from a difficult call. 7. If you're unfortunate enough to be a good employee with a strong work ethic, you will be ruthlessly exploited so that their worst employees can have an easy ride. There are a handful of employees who are friends with upper management, and they are held to a completely different set of standards. Those people will not be held accountable for the same things you will be, namely metrics and quality expectations. 8. You will be frequently expected to work mandatory overtime. Because turn-over is so high, the office will be frequently under-staffed and you will fall behind. Management will respond by scheduling mandatory overtime. You'll be notified one or two days in advance. 9. I could keep going. They've shortened their training class so much that the people they put on the floor aren't ready yet, so you'll be picking up the slack. Their lead reps aren't on the same page, so you might hear a different answer to a question depending on who you ask. You're given 8 sick days but you're expected not to use them. Their company events get weaker and lamer every year as they cut more and more costs.