A Day in the life of a Customer Service Representative from the eyes of an outsider.
Like any other company Frame USA Employees go through training when they first get hired. They spend time with their manager and go through what they are supposed to do day in and day out. Frame USA however has a different training process, instead of having a training day or two day training, Frame USA employees have an entire week of training. They spend time with each department and learn how to do each part of the company. The employees won’t become masters at each process but they will become familiar with it.
This training week comes incredibly in handy when we have employees out of the office, whether it’s for a trade show or for personal reasons. Other areas of the departments can fill in for them if they get really busy throughout the week.
This week we have 2 employees that work in our customer service/sales department out of the office at a Trade Show. This leaves only 4 other employees to man the area. That’s where I come in.
Since my job primarily involves not conversing with customers or vendors and requires me to be on the computer the full day I make the perfect candidate to jump in and help out the customer service sales department while still accomplishing my day to day tasks.
The day of a Customer Service Rep begins like all of the office employees at 8:15 A.M. EST. They spend their morning before we open to customers checking emails from the previous day, processing internet orders that have been placed. Having meetings with their superiors.
Then it happens, the clock hits 9:00 A.M. EST and the phones click on. Some days this is like the stampede scene in the Lion King, silence and then all of a sudden BAM all the phones are ringing at once. Other days there is a steady trickle of phone calls throughout the day.
The Bigger companies that offer a live chat service on their website most likely have a bunch of different teams doing each different part of a CS representative. At Frame USA our team of 6 customer service/sales reps handles it all from live chats, to ordering, to answering shipping questions, and answering billing questions. They do however have help from all areas of the building answering some of these questions.
The same friendly individuals that talk with you over the phones are the same knowledgeable folks answering your questions over live chat.
In between answering phones and live chatting, customer service reps spend their time entering orders from customers as well as outside sales reps. This process although fairly simple can also be challenging, when you have humans entering in orders, you run the risk of human errors happening, for a number to be off resulting in the wrong product being ordered. Frame USA has employed a system to prevent these by having all orders checked over by someone other than the person who entered it.
At first glance, the job of a customer service representative seems fairly easy, but when you get down into the position, as I have this week, you discover that the job of customer service representatives is much more complex. They are the contact to customers. They are the people that can make or break sales. A rude customer service rep, as many of you have probably experienced turns an opinion of the company to a negative one. The job of a customer service rep requires a patient, self-motivating, hardworking individual. Not everyone on this planet has what it takes to hold this position, but in my opinion as an outsider, we have found the 6 who do.
If you would like to give a shout out to one of our reps that have helped you we would love to hear from you, Just leave a comment!
Stay tuned next week as one of our 6 talented CS Reps gives an actual account of a their day.