Pros
The benefits are the only decent thing about this position, and it's steadily been harder to use any of them because they really don't want anyone to.
Cons
There are so many. You have no set schedule, they don't want you to use your time off or disability leave, they don't allow time to not be offline with customers. They want empathetic people on the phones, but then don't care about your mental health. They are taking away all down-time. They make chat advisers take multiple customers at once, while also having to escalate and investigate- multitasking just means everything is done half way. Micromanagement is extreme. Currently some idiot decided that advisors should be experts in all departments, which is impossible, and there are people having nervous breakdowns at their desks. Crying on the phone with customers. Literally killing themselves from the stress. No proper training at any level in AppleCare. It's a really terrible environment, and it didn't used to be like this. You so do not want to ever get into this part of this company.