Customer Service Employee Profiles

Michelle Duarte

Customer Service Representative, CT and Upper State NY
H.I.P. employee since 2003

What I Do:

My job is to provide quality customer service. I answer phones, schedule customers for installations, handle repairs and resolve escalated customer issues.

What I Like About My Job:

The people. Since my first day here, my team took me under their wing. They always help me when I need it and cheer me on when I’m having a rough day. My team allows me to be patient, handle each customer one at a time, and move onto the next call with a smile on my face.

 

My Favorite H.I.P. Story:

We had a customer who didn’t like contractors. He was very stressed because his previous experience with them was very negative. By the end of his installation, he was a different person. He couldn’t say enough about the crew that installed his shed or H.I.P.

 

How I Feel About My Manager:

My team manager is awesome. She listens to me when I have a problem and doesn’t shy away from any situation. She’s right there with you. She’s always on top of things and is very positive. It trickles down from the top, and I always feel good about approaching her or anyone else on my team with an issue.

 

Favorite Film:

Good Will Hunting. I like it because it was shot in South Boston, and that’s where I grew up.

Favorite Food:

Homemade Baked Mac & Cheese.

Favorite Musical Artist:

Frank Sinatra

 

Favorite Book
The Catcher in the Rye

 

The One Person I'd Most Like To Have Dinner With:

My Husband

Melissa Lockhart

Coordinator, New Jersey
H.I.P. employee since 2004

What I Do:

I work closely with our field operations managers to coordinate the daily schedule of five crews. 90% of my job is scheduling roughly 75 installations a week in Northern New Jersey. I maintain a master calendar and facilitate how and where our crews go. That means taking geography, travel time and special site requirements into account and laying out what the crew’s day will look like – and rearranging it when something doesn’t go according to plan.

 

What I Like About My Job:

The constant busyness. I am never sitting at my desk looking for something to do. I get such satisfaction out of making a daily schedule work. When my crews are installing as much as they can and able to take the time necessary to do an install perfectly, that makes my day.

 

What I've Learned At H.I.P.:

I’ve learned so much. I’ve learned how to deal with people on a daily basis. This is the biggest team that I’ve ever worked for, and even though we have different functions, different responsibilities, we’re all equal. We each do what we’re supposed to. Because we each do our role really well, everything comes together.

 

What I Like Best About H.I.P.:

I like that the people truly care about you. If you have an issue, you can go to your co-worker and they will do what they can to help you. It’s a family-friendly company. My boss looks at my family life and how my job figures into that. I also love the little extras; for example, when we have ice cream or coffee brought in. It’s just a great place to be.

Favorite Film:

Pretty Woman

 

Favorite Author:

Danielle Steele

 

Favorite Vacation Spot:

Aruba

Favorite Book:

Anything by Steven King

 

Favorite Pastimes:

Watching my daughter play softball, reading and watching the Red Sox.

 

The One Person I'd Most Like To Have Dinner With:

Hillary Clinton

Liz Burwell

Team Manager, CT, Upstate and mid-state NY, Eastern VA
H.I.P. employee since 1995

What I Do:

I talk to people all day long and make sure that all parties are on the same page. My team has eight customer service reps and coordinators, and my job is to help them do their jobs as well as they can and reach their potential. It’s all about communication.

 

What I Like Best About My Job:

I like interacting with people. I like solving problems, the challenge of it. If I didn’t love it, I wouldn’t be here! I like making sure that customers get what they expect to receive.

 

Where I See My Career Going:

I started here years ago and was one of four people, so I did a little bit of everything. I’ve held many different jobs, and right now, I feel like I am in a good place. I like being the voice of experience and a resource for people. I would only move if I could do something similar.

 

Why I think H.I.P. Is Unique:

These are the hardest working, most dedicated people I’ve worked with. I have never seen people work together as a team the way they do here. There is a certain personality type that is attracted to this company. Everyone is willing to do what they need to do to get the job done, and we all seem to click.

Favorite Film:

Gone with the Wind

Favorite Vacation Spot:

New Orleans

 

Favorite Book:

The Fountainhead

 

Favorite Pastimes:

Spending time with my kids. Going to the health club and reading. Listening to Kiss, playing with my Kiss collectibles.

 

The One Person I'd Most Like To Have Dinner With:

Ronald Reagan