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Mergers and AccqustionsCustomer service expectations have never been higher. In the age of COVID-19, buyers demand excellent service. Simultaneously, companies are dealing with increased calls while having to shift personnel to work from home.
5 Shining Examples of How Athens Delivers Excellent Customer Service
Customer service expectations have never been higher. In the age of COVID-19, buyers demand excellent service. Simultaneously, companies are dealing with increased calls while having to shift personnel to work from home.
Implementing New Tools
But while some companies have reduced or eliminated “live” customer service and made other cutbacks, Athens Services has taken the opposite approach. To meet increased demand and handle the shift in how customers interact with us, Athens has taken several steps.
We have hired more customer service representatives, expanded hours, upgraded back-end software, and added new service options. Customers can reach us by phone, email, or online through self-service options and online chat. Soon, they will be able to reach us by direct message.
The Most Important Item in the Tool Chest
Athens Service is obsessed with maintaining high-quality customer service. It is one of our core principles.
As important as tools and technology are, the single most important factor in achieving and maintaining high customer satisfaction remains people. Providing exceptional service still requires hiring and developing great people.
National Customer Service Week
Today, October 5, is the start of National Customer Service Week. This year’s theme is “Dream Team.” We want to take this opportunity to highlight five customer service team members who represent the best Athens has to offer. They are among the hundreds of Athens employees who go the extra mile for our customers every day. They’re not satisfied until our customers are satisfied.
Profiles in Service
Kimberly Almazan
Position: Senior Customer Service Lead
Year joined Athens: 2011
Primary duties and responsibilities: I supervise customer service calls and manage responses to the questions line and customer service emails.
What do you like best about working at Athens? I gain great satisfaction in resolving calls that involve difficult situations. It’s a daily challenge, but it’s rewarding to help our customers.
Tell us a bit about yourself: I am Guatemalan and Mexican. I have one older sister and three younger brothers. The most important things in my life are God and my kids; they come first. And, I’m a sucker for highlighters!
Supervisor Comments: Kim does an awesome job handling difficult situations and finding the best solution to turn a frown upside down. Her motto is, “Don’t find fault, find a remedy.” She does that for our customers every day.
Cece Alvarez
Position: Customer Service Representative
Year joined Athens: 2017
Primary duties and responsibilities: I assist with all call types, covering everything from service issues to franchise administration. My goal is to assist each and every one of my customers and resolve issues. I also assist with internal reports and daily customer reports.
What do you like best about working at Athens? My Athens family. Without a doubt.
Tell us a bit about yourself: I am motivated to do my best every day. I’m a big Lakers fan. And the most important thing in my life is my family.
Supervisor comments: Cece thinks outside the box to create solutions and find answers for our customers. She takes on each challenge with a smile.
Jessica Gavarrete
Position: Digital Care Representative
Year joined Athens: 2020.
Primary duties and responsibilities: I recently joined the Digital Care Team. We are responsible for communicating with customers, operations, and Athens’ sales/service center. My main role is fielding, replying, and processing customer requests through online chat. Each day, my goal is to provide world-class customer service using my knowledge of procedures to process fast responses.
What do you like best about working at Athens? My coworkers. I get to work with the most amazing and reliable group. Currently working from home, my job has required me to be more independent than ever. I rely on my team and everything I have learned to put my best customer service and problem-solving skills to work.
Tell us a bit about yourself: Success is what motivates me. I play pool, and I LOVE to travel. My parents, siblings, three dogs, and my boyfriend are my everything.
Supervisor Comments: Jessica has a great attitude. She focuses on getting the job done. To her, actions speak louder than words. Jessica doesn’t spend time worrying about what she needs to get the job done; she gets it done.
Rosalie Ramirez
Position: Customer Care Specialist
Year joined Athens: 2011
Primary duties and responsibilities: I manage VIP accounts, so a big part of my job is conducting quality checks and release orders. I take pride in teaching and mentoring others.
What do you like best about working at Athens? My boss!
Tell us a bit about yourself: I am married and have two sons I am very proud of. My youngest is in the Army, and my oldest is in Japan teaching. I like to bake. My husband and my family motivate me every day.
Supervisor Comments: Rosalie is an exceptional employee. She walks, talks, and wears The Athens Way with pride.
Susie Vargas
Position: Sales Administrator
Year joined Athens: 2007
Primary duties and responsibilities: I manage inside sales for open market and temporary accounts. I focus on retaining open-market accounts and providing quotes on orders for roll-offs and temporary bins.
What do you like best about working at Athens? Knowing that I am able to help our customers by providing great service and keeping them with Athens.
Tell us a bit about yourself: I grew up in East L.A. I have a positive attitude and a great job. I have a 13-year-old son and a cat. And I’m a great salsa dancer!
Supervisor Comments: Susie’s like a four-leaf clover – hard to find and lucky to have.
Service – The Athens Way
Family-owned and -operated since 1957, Athens was founded on the simple principle of providing exceptional service, by hiring and developing great people, while fostering a safe, healthy, and sustainable environment – that’s The Athens Way.
We are pleased to recognize these five outstanding individuals who embody The Athens Way every day.
If you or someone you know are passionate about delivering exceptional customer service and would like to join Athens Services, please visit https://athensservices.com/careers/. We would love to hear from you.
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