Pros
You're guaranteed to work 40 hours per week, Monday through Friday, no earlier than 7:30am, until no later than 5:30pm. Dental benefits are decent. The supervisors and lower level managers put in a lot of effort to make it a decent place to work.
Cons
Director level management is making wide scale and questionable changes to the entire customer service department. The entire department has seen their pay decrease anywhere from 20% to, in some extreme cases, 60%. Pay is a piece rate, pay-per-performance structure that is pays based on the number of calls you take. Management has implemented numerous changes to arbitrarily increase call times. Management closely monitors bathroom and break activity, giving the department a "big brother" feel. There is very little incentive to do good, other than fear for your job. Company offers no support for serious illness, and has been known to terminate people for attendance because of their hospitalizations. Human Resources is hostile - they serve simply as a vessel for hiring and firing within the company. The nature of the work is very exhausting - the calls that are taken are from customers, usually wishing to make changes or payments to their life insurance policies. Many of them are hostile.