This is also important to remember; most customer service organizations exemplify micro-management, with a whole layer of people who make it their job to preven

This is also important to remember; most customer service organizations exemplify micro-management, with a whole layer of people who make it their job to prevent the reps from helping customers by gaming useless metrics. Having a flat customer service organization (and valuing making customers happy) sounds like a great way to filter for reps who can think independently and find ways to make customers happy (and themselves more efficient).