I like it, so far everyone who has responded has had mostly positive experiences with my fellow red coats. We are actually now called Team-leaders officially in the hubs but most of us that have been around a long time still address ourselves as red coats. While we are not supervisors and we are not agents we are there to ensure that the operation runs smoothly, we often assist the agents with issues or questions they have and our customers as well. We are the first line of contact when a customer has a issue that needs attention. Usually we are empowered to make decisions to resolve any customer service issues but in the cases that we aren't we often enlist the help of a hub-manager / supervisor.