This is a job that requires much focus, attention to detail, and understanding of the customers’ needs. In return, our seals team gets wonderful customers!
A customer service rep is not in a call center making telemarketing calls trying to sell you a free vacation or an ad in a newspaper. A CSR is a highly trained individual in an industry that is a for-profit business who answers the phone and helps customers understand the services provided. There are no cold calling or automated calls going out, but the calls come in, and we educate. You as the customer are calling in to get my expertise on the product or service you are interested in, and I answer all your questions and supply additional information to you to make sure you understand exactly what the industry is about.
They are the first point of contact, and in the Auto Shipping business. They work for you and are also your last point of contact as well. They are the one you will talk to and deal with throughout your entire process. They place your order, and I work with dispatchers on your order. I am continually working on your order to make sure it is going the way it should. They follow your vehicle from pick up to delivery. Their job does not stop when we hang up the phone.
They chose the CSR profession as a career because they love people, and they thoroughly enjoy helping people. However, there is and always will be, customers who do not understand this role. Customers who are rude, demanding, selfish, and do not listen when I am trying to educate them. Customers who will curse you, yell at you, and think your job is not important. These customers are the ones who have little to no respect for what actually takes place in the role of CSR.
We would love to challenge customers to try this job for a day and see how you fair as this is not an easy position to fill. It takes dedication, education, understanding, and a happy face even with the toughest of customers! It is a job only a select few can handle, and not many will survive. We are your counselors, teachers, mediators, sales reps, customers service reps, and more. We are the backbone of the business, and we lead not follow.