Customer Service Representative: Day in the Life

Karen Haggan

Customer Service Rep
H.I.P. Employee since 2003

8:30 am

It’s the first thing on Monday morning and, when I get in, I listen to my voice mails. Monday is normally my busiest day of the week because I set to tackling any outstanding issues from the previous week as well as return calls from customers whom I had left messages for on Friday and need schedule dates.

 

9:30 am

My team manager came and gave me a list of follow up calls, so I went on “do not disturb” and called and spoke to customers or left messages to inquire how the installations went the prior week. I need to make sure that each customer feels they had great service and that our crews were courteous and professional.

 

10:45 am

I’m working on reminder dates. Every day, I get a list of people who need to be called and I make sure that the installation date works for them and whether they need anything else; for example, if they are having an install around the heater for a pool, I ask if they received the welcome packet and know that they need to return a marked-up diagram of the pool cut out.

 

12:00 pm

I head to the kitchen to have lunch with my friends and see how their weekend was!

 

1:00 pm

I speak to a customer who placed an order with Sheds USA and needs a receipt for her shed. Instead of having her make an additional call, I tell her I will call the distributor directly and have them mail her a copy. She was so happy that I took care of it for her instead of just giving her the phone number and telling her to make the call herself.

 

2:00 pm

A customer calls and she is upset that her shed can't get installed before 9/17. She is moving on September 31 st. I worked with my coordinator and field operations manager and we are able to get one of our crews to work on Saturday, the 11 th, so she can have her shed in time for her move.

 

3:15 pm
I follow up on all the installations of the deliveries done over the weekend and make sure that there aren’t any issues.

 

4:30 pm

I check my voice mail and emails to see what needs to happen before the day ends, then I head home!

Patrick Quinn
Coordinator
H.I.P. Employee since 2003

8:00 am

I make phone calls to everyone in the field to see if everything is on track to go smoothly for the day.

 

9:00 am

I have an office meeting with my team manager to discuss what hot issues I have in my territory.

 

10:30 am

I P.O. products, which means that I am ordering products and making sure that there aren’t any issues with how much I’ve ordered and what our demand is. I then send the P.O.s off to our manufacturer.

 

11:30 am

I handle a customer who wants us to do an install that requires the crew to carry walls through a garage. It’s not an option for the crew to go that route. We’re looking at alternatives to the garage and how we can install the product where the customer wants while making logistical sense for the installers.

 

1:00 pm

I make a few calls to schedule customers with on an install date. Normally, this is something that the customer service reps handle, but there was a pretty large backlog, so I am helping them out. Whatever helps them helps me.

 

3:30 pm

I talk to Joan on the repair team to make sure that the crew is going out tomorrow with all the materials they need to do a repair on an installation.

 

5:00 pm

I sew up all the issues of the day and make a priority list of things that I need to follow up with in the morning.