Pros
* Telework * Benefits * Lots of information to be learned to help with other positions within the organization * OJI's to assist with difficult calls
Cons
Always being tied to the phones is stressful and the burnout is real. Training is horrible and you barely learn anything that's actually related to the job. The thousands of IRM's are always changing so you can never really be consistent doing this job. The pay is very low starting off and does not equate to the skills and experience needed to do this job. Every minute of the day is accounted for through the softphone so you feel like a prisoner in your own house. Out of nowhere, you might be forced to do a training on staffing another gate such as Identity Theft or TPP (Taxpayer Protection Program), and the training only last for maybe a day which is not enough. Once you are certified, your calls start getting monitored by a CER and you never know which call they choose. It's also very easy to get errors on calls, especially if you have a CER who is petty. Micro-management is a big thing here. Onboarding was a huge mess and not organized at all. High turnover rate; most people quit in training, or find other federal jobs while in training. I prefer the latter.