I agree and disagree. I am in Customer Services over 25 years.
Younger people are lacking basic skills, afraid to pick up the phone and deal with an issue head on, always want to pass the buck. Not inquisitive enough to get to the real cause of a problem and figure it out for a customer.
Like ok, some customer services roles do not set your world on fire like getting content for Instagram - but would you not just want to do your best?
This is something I have encountered a lot in my own job and my experience contacting various companies after the death of a family member.