Pros: decent pay, good job security, good benefits, relaxed environment
Cons: aloof management with unrealistic goals, arbitrary system limitations that frustrate rep and customer
Progressive does most things right as far as how it expects employees to interface with customers. Call handling is not a time metric used for your performance, Progressive expects you to solve the customer's problem completely without them having to call back, so that is the largest metric used.
You have a comfortable level of autonomy in decision – more... making once you have some tenure, and whenever Progressive DOES make a mistake, you're able to use powerful resources to get it corrected, including rush refunds to bank accounts, which is nice when dealing with irate customers.
The work load is heavy and taxing at times, and doesn't seem to be getting any better, however, this does provide a comfortable level of job security, as a frontline rep would have to do a world of wrong to be let go.
The management culture is fairly bad. Second tier and beyond are very aloof from the day in, day out job. None of them actually take calls or interact with customers but have very specific ideas about how you should be doing it yourself, often times very impractical and baffling. – less