JobTalk: with a call center representative
JobTalk: with a call center representative
Name/age: Rochelle Gwynn, 36
Occupation: Customer service representative
Employer: kgb_USA (provides directory assistance, operator services, customer care and centralized ordering)
Years in field: Seven
Salary range: $9 to $12 for entry level (with bonus potential)
What does your job entail?
We provide directory assistance to various wireless and landline companies. In addition to “411” searches, we also offer movie listings, directions and enhanced services such as horoscopes, weather, sports scores and stock quotes.
How did you become involved in this line of work?
I’ve always enjoyed customer service and being able to help customers and interact with a variety of people. I started my work in customer service at a telephone center, took a break to start my own business, but then found that I missed the fast-paced environment, so I returned to the customer service field, joining kgb in 2005.
What training or education is required?
A minimum of a high school diploma or equivalent, and some previous experience in customer service is helpful. Once hired, there is a two-week training period. The first week entails classroom training, when you learn the functionalities of the system and call protocols. The second week consists of OJT (on-the-job training), when you actually begin to take live calls. It is a little bit scary at first but really fun.
What does it take to do your job successfully?
To be successful, you definitely have to be able to think outside the box. Sometimes the callers do not always have all the information they need, and you have to be creative in your approach to find what they are looking for. Patience also helps. Since the majority of our callers are on cell phones, sometimes it can be difficult to hear, and once in a while, to understand the accent of a caller from a different region. Also, you have to have a positive, upbeat attitude, and the desire to help. Telephone customer service is tough in that the caller cannot see your physical smile, so there is great emphasis in making sure that they can “hear” you smile.
What’s most challenging about your job?
Sometimes you may encounter someone who’s having a bad day, and you have to use your skills to help turn their experience into a positive one. It is challenging but feels really great when you are able brighten someone’s day a bit.
What is most rewarding?
Outside from the internal reward of being able to help people, it is a really fun team environment where we have team competitions and challenges for prizes. If you work hard, there are really great rewards. For example, recently, as a Presidential Award WHAT IS THAT AND WHY DID YOU RECEIVE IT? winner, I was awarded an all-expenses-paid trip to Puerto Rico! I was able to bring along a guest, had to opportunity to interact with the company’s senior executive team, and spent four wonderful days enjoying Puerto Rico. It was the first time I’ve ever been outside the country, so that was really special.
Any advice for someone interested?
If you enjoy working with people, and like a fast-paced environment, you should definitely apply. I’ve been with the company for over three years and really enjoy what I do.
Every two weeks, Job Talk highlights a different job in the Triad area with input from those who actually do them. Interested in participating or have a suggestion for a job you’d like us to feature? Contact Patrick Collins at 412-5934 or patrick.collins@news-record.com.
