This month we sat down with Jeremy Hicks, an Agent in our Answering Service division. Jeremy has been with the company since mid-2014.
What is your role with the company?
As an Answering Service agent, I take messages for our clients. More than take messages, I give callers a “spritz” of friendliness and personality, delivering customer service that a lot of companies these days just don’t seem to offer anymore.
When talking on the phone with any of these callers, it’s important to remember that these are real people we are talking to. I try to inject some personality and really interact with them, and to give them the attention they need. Sometimes, just speaking to someone who can reassure you that everything will be ok is all you need. This job is about helping people in different ways.
I also participate in our Mentorship Program, working closely with new hires as they learn their new jobs.
What is it like to work with this company?
Answering Service Care is a lively place to work! Everybody is relaxed, but always ready to go. It’s a vibrant atmosphere, where everyone is willing to help and be a part of the team. We have a lot of work, but a lot of rewards as well.
Have you learned any important lessons while working here in this job?
Anybody who works in any kind of customer service field will definitely need to learn patience. You have to actually hear what someone is saying so you can address the issues and help.
I have also become more detail-oriented. I have learned how to get the necessary details that I need to do the job – and also how not to waste time on the extraneous.
Importantly, I have also learned that you can turn someone’s day around just with a simple friendly ‘hello.’ You never know what can happen with a ‘hello’ or a ‘thank you.’
What kinds of things do you like to do outside of work?
Outside of work, I assist in a music class that’s part of a non-profit organization that offers kids whose schools have cut music classes a place where they can learn and play. [Ed note: The organization is MUSIC or Motivated Unified Sound Impacting Communities Inc.] I teach kids age 8-18, and I work there most weekdays after work, and some weekends too.
I also enjoy baking and fishing.