This month we sat down with Kathy Matson, a remote answering service agent who is based in Pennsylvania and has been with Answering Service Care since 2010.
What’s your role with Answering Service Care?
I am a remote answering service agent, or telephone answering service operator. As a remote agent, I work various hours and I work from home. Most days, I start answering phones as early as 7:30 or 8:00 am. The calls can come from anywhere in the world; I have spoken with callers from Alaska, Japan, Hawaii and France, to name a few. One lady who called asked if I speak Russian.
Before joining Answering Service Care, I was a bookkeeper for my entire career. My job now is to help callers get their questions answered and feel better when they hang up than they did before I answered their call. It makes you feel good when you can help someone on the other end of the line. You do the best you can, and it can make a positive difference in someone else’s day.
The funny thing is that I’ve always enjoyed talking on the telephone. My father said I was born with a telephone to my ear! I enjoy being able to help people and take their messages, always with a smile in my voice. I care about every single call.
As a remote agent, I work from home. I have an office set up in my spare bedroom. I love working from home, as I don’t have to deal with traffic, cold weather or other issues that you have to deal with when commuting to an outside office. I am able to wake up, eat breakfast, walk into my room and get to work!
What is it like to work with this company?
I truly enjoy working for this company. I love joking with my team members who are in Florida, keeping things light and always trying to brighten their day when we speak or communicate. I’m very serious when I am on the phone, but I try to lighten it up with my co-workers. I appreciate all of them, especially the people in Scheduling who do so much, answer so many questions and have to juggle so many things. Whenever I can help them fill an opening or take over a shift, I do.
Have you learned any important lessons while working here in this job?
I have learned so many things.
I have always loved working with and talking to people, and this job has reinforced that.
I have also learned to appreciate people who answer phones. When I personally call someone for business or personal reasons, I have learned to appreciate the person on the other end of the call, no matter who they are or what the matter at hand is.
I have also learned that I have endless patience, a lot more than I ever thought I had! In this job, you have to be patient with people. They might not understand what you are saying, and sometimes need some extra attention. You need to talk slower, speak more clearly and really listen to people.
I love my job!
What kinds of things do you like to do outside of work?
I live at home with my husband, my 89-year-old mother, one dog and two cats.
I love to sew, and I have 16 sewing machines. I have embroidery machines, sewing machines and knitting machines, but I knit by hand. Every Saturday, my girlfriends and I meet at Panera and from 4pm until 9pm, we knit, laugh, talk and eat. I also love making handmade gifts, such as beaded bracelets and beaded pen covers.