Pros
The company looks after you and compared to other customer service jobs, customers are generally not unpleasant to work with. Employees get to exercise their brainpower by troubleshooting and have some decision-making leeway. Supportive peers and supervisors who accommodate employees' health needs and back them up rather than put them down when customers make excessive demands. Decent medical benefits and fairly generous perks. Employees feel freer to speak frankly about company processes than at other companies.
Cons
Increasingly limited opportunities for advancement as more arbitrary hurdles are placed along the career path. Inconsistent communication from upper management about requirements and opportunities for advancement. Training on new products and processes can be insufficient and is often delivered right before or several weeks after the new product is publicly announced. Upper management does not appear to have a clear idea of what processes best help their employees to help their customers, favoring counterproductive cost-cutting measures over solutions that would be efficient for both employees and the bottom line. Employees may be able to speak more freely about processes, but their feedback seems to have little to no impact on company policy.