This company is currently going through a massive transition.
The customer service team is getting the brunt of it. Management's hands are tied, they hear you but cannot make any real change. The current role of a "customer service rep" is not accurately titled. What this role is, is much grater than a CSR. For that reason I feel this role is not titled or compensated fairly. They say they are working towards realigning and reassigning responsibilities to even out the work load- but as it is now, this job is not sustainable. Way too much of a workload for one person.
Poor work-life balance.