This month we sat down with Toni-Kay Brown, a Sales Representative for our Answering Service Care team since 2015, and with the company as an Answering Service Agent since 2013.
What is your role with the company?
We sell answering service accounts to offices and businesses that need receptionists and better telephone service and coverage. They are not looking for a full-time employee, but they do want 24/7 live agents.
I help determine what they need and offer them services that meet their needs. We always give them several options. I like to establish a personal relationship—sometimes calling can be better than emailing.
Once a business or office becomes an answering service client, I monitor their account for one month and stay connected to them for that time. After the first month, we transition them to a Client Care Representative who will become their main point of contact for all of their answering services into the future.
What is it like to work with this company?
I get a lot of support from everyone here. Everyone here is definitely team-oriented. We are all working together toward the growth of our company and the growth and success of our clients and customers.
Have you learned any important lessons while working here in this job?
For me, I think the biggest thing has been patience. I have learned so much patience and just how important customer service is.
Every day, we deal w customer service representatives. Now, my understanding of both sides spills over into my personal life. It has changed the way I deal w reps on the phone. I know what they are dealing with.
I try to be more patient and understanding, no matter what is happening. If they don’t have a “smile in their voice,” I take note of that because I know that I need to keep that in my voice in my own calls and work.
The importance of good customer service and patience cannot be understated. That’s the biggest thing.
What kinds of things do you like to do outside of work?
I am currently in school, studying education. I am originally from Jamaica, and came here to South Florida in 2005. I love my family, and spend a lot of time at home with them. I am really focused on furthering my career.