Pros

Great pay and benefits. Also, the benefits are quite reasonable.
very casual dress code (anything but shorts and jeans, but sweats are fine and quite common.);
unionized;
time off is all done computerized so no asking or begging for time off like at some other jobs; we would just log into our employee benefit account, and mark the days off we wanted. You could even do it the day before, which was quite nice. And as another reviewer mentioned, sick time, vacation, and personal time are all rolled together, so you really get bunch of time off compared to other employers.
plenty of overtime was available when I was there;
there was a real sense of cameraderie with each other, which was pretty nice overall!
free iced tea and coffee in the cafeteria!
Training was really thorough and supportive.

Cons

A lot of times we weren't given tools to handle a really complex caller;
Customer Service was emphasized, but often given a lower priority than saving the company money.
I felt like at times I was given mixed messages about which was more important: saving money, or helping the callers.

Advice to Senior Management

Often times, there wasn't a consistent "talking point" on a particular issue or concern. Customers would call, frustrated that they were being told one thing by one csr, and another thing by another. There seemed to be a big lack of communication between various departments, etc. Maybe implementing some sort of intraoffice email system, or something would be a possibility?