I was working on In Life Retention, inbound. Most callers will be angry and demand that you solve their problems or they will leave, but you can't solve their problems because they aren't your department. It involves a lot of liaising with other departments over the phone, but the billing team is the most useless bunch of people ever. They are also supposed to be customer services, but most of them refuse to acknowledge this and won't help customers with any general query, only billing issues. This means that when a customer just has a complaint or query that isn't anything to do with billing, canceling or upgrading then there is no one for them to talk to. Half way through the time I was there, they started calling themselves the consumer care department but many of them missed this memo I think.
Stressful job, long and unsociable hours and the training they give you is about a week of them telling you how great the product and the company are, a week of learning about the product, and then a week of actually taking calls with support around where you learn that most of the stuff taught to you in training is either irrelevant or wrong and that everyone on the floor does it differently
Opportunity to progress