Pros
Great company to work for; good values, great opportunity for growth, pays really well, offers performance-based incentives, fun people to work with
Cons
People who have been there a long time are not as experienced as you might think. Several managers didn't know as much about business operations as they should have for the types of roles they were in, or as much about leading teams as they should have. Customer service reps are taught by management and trainers to "fear" anything really technical. Not good for a tech company, even if it's at the Reno location. Lots of ambiguity at times. Not very efficient at times. The way some of the metrics are measured are a bit questionable, and can sometimes be unfair when it comes to performance bonus. Really talented, bright individuals who want the best for the company, and who are willing to innovate and make things better often are met with road blocks, and ultimately end up leaving or are let go (I saw this happen quite a few times). Kinda sad. As a result, growth and innovation is stunted, and things that should have been addressed years ago are still an issue now. Reno locations says they're trying to steer away from traditional call-center metrics, however your job in the end still depends on them-regardless of what they say.