This month we sat down with Divani Singh, one of our answering service agents working “on the floor” day in and day out.
What is your role with the company?
I am an Answering Service Agent and I have been with Answering Service Care since March of 2012.
A lot of people think that we as Answering Service Professionals just take messages, but it is more than that. We have to establish a personal connection, a relationship, with the caller even if it is just within a quick minute-and-a-half. Not everyone sees that part of our job. We are not just taking a message; we actually have to have people skills. We listen to the callers, and we really hear what they are saying.
We try to have a good connection with them and to not take anything personally. I always keep in mind that if they are upset, they are not upset with me. They don’t know me, they have not met me, they don’t see me. They are upset about whatever they are calling about. If you do take it personally, it does affect you when you are trying to do your job, and I don’t ever want that to happen. This is never hard for me, because I truly love people. I think people are interesting, and just great.
What is it like to work with this company?
I personally love coming to work. I love my co-workers, everyone is so friendly. We have such a loving environment. Everyone is always joking, and I get along well with all of my coworkers. All of them are really great people. My managers are also fabulous, and they are always here to help, give advice and listen. They truly care and listen to us. I really appreciate that they take the time to talk to us and listen to us, and take what we have to say into consideration.
Have you learned any important lessons while working here in this job?
I have learned to be confident with people. Usually when you try to have a conversation, you are there not just to listen, but also to understand them. I practice confidence and empathy, and I think understanding the callers and having the confidence to make that connection both go a very long way.
What kinds of things do you like to do outside of work?
I am a huge nature junkie, and I love living in Florida – the hotter the better!
I organize humanitarian projects with my friends through our temple, where my father is the priest. Right now, we are working on a project to feed homeless people before the end of the summer. I also help raise money for children in Guyana, the South American country where I was born and where I visited every summer while growing up. It is a very poor country, and seeing true poverty there has influenced me to help others and to be so grateful for what I have.
I spent much of my childhood on a farm and always loved and respected animals, and that is why I am a vegan. I also love to read – I enjoy books on philosophy, spirituality and reading about the soul and mind.