Pros
The pay for the work in this position is incredible and there is plenty of opportunity for overtime - you can make close to 90k/year working more than 8 hours of overtime every week. Cushy office/call center job with amazing benefits, tuition reimbursement, and plenty of opportunities to work on projects that give you time away from answering calls. Unionized.
Cons
National claims to focus on customers, but really only emphasizes the needs for reps to meet arbitrary stats (call handle time, ratio of cases needing a field technician to be dispatched vs. not, etc.) No one takes blame or action for things that the company or company systems mess up. Unionized. Hope you don't have or develop a medical condition before you've worked at Verizon for a year, because Verizon will not hesitate to harass or intimidate you by way of supervisor meetings, suspensions, etc. Scheduling organization does not know how to make schedules, often baits workers into working undesired shifts by making or implying things that are untrue (triple-time pay, not having to work weekends if you volunteer for so many weekends [[very untrue]]) with little or no repercussions to the scheduling organization. Forced overtime severely tips work/life balance.