This month we sat down with Smith Forgues, an Answering Service Care agent and specialist.

What is your role with the company?

As a customer service specialist and operator, I am the first voice callers hear when they call in to our clients’ offices and practices. I take messages, and try to be as professional as possible. I work hard to give the best possible service to our clients and their callers.

I have been with the company since 2005. I first worked in sales, and then moved to this role in 2006.

What is it like to work with this company?

It’s wonderful here! The managers are very caring and warm. If there is something you are having trouble with, they are quick to help you. Everyone here is inviting, personable and approachable – it’s a true support system.

Answering Service Care has an environment that is very warm and friendly. Everyone is upbeat. They like what they do. It’s like a family. Your neighbors are always eager to help you. New people always get help right away. If you need some help, others see it on your face – and they are more than willing to help you. This is a true community and family that supports each other.

Have you learned any important lessons while working here in this job?

I have learned how important that first voice is for our clients and for their clients. This is especially true for attorneys and doctors.

People want to know that there is a voice that cares and understands on the other end of the line. I have learned to be more empathetic and sympathetic in stressful situations. I try to be more understanding and to know what people are going through. They want to be taken care of, and to be heard immediately. I calm them down, relate to them, tell them, “We will take care of this for you. Everything will be OK.” I try to ease their fears.

What kinds of things do you like to do outside of work?

I enjoy going to the library and reading. I particularly like to read mysteries and sci-fi. If I find a book that I like, I will try to find other titles like it. I used to be a speed reader. Now, I take my time and enjoy the book I am reading. I always wanted to get to the end and see what happens. Now I try to enjoy each moment and not rush through it.