Jocelyn has worked for Execulink Telecom for more than 12 years and learned a lot through her time with the company. As a Customer Care Representative based out of our Thedford office, Jocelyn spends her work days handling customer inquiries and billing, providing technical support, facilitating sales and managing inventory. A master of multi-tasking, Jocelyn is an extremely valuable part of our team! We had the opportunity to ask her a few questions.
1. Please describe what providing an awesome customer experience means for you.
Awesome customer service is mainly about listening. It means taking the time to assess the customer’s situation and create options for the customer to choose that will make them happy before they leave the office. This must include honesty and treating the customer with respect.
2. What lessons have you learned since starting your role at Execulink? How have things at Execulink changed since you started? What has stayed the same?
Never stop learning. The more informed you are the more comfortable you feel. Technology is always changing and that creates a willingness to learn within my job. When we change, we adapt and move forward.
I have seen a lot of changes in my 12+ years in this job. Execulink embraces change in regards to technological advances. As the world evolves, customer’s needs change and this creates demand for new products and services. Sometimes it can be overwhelming to learn another product or pricing list because of changes, but it is always done to keep Execulink moving forward.
3. Do you have any memorable interactions with a customer that you would like to share?
I work in Thedford, which is a small town of about 1000 people. Many of my customers visit often so I have built a relationship with them. I really enjoy being able to call my customers by name before I pull up their account information.
4. How do you work to build a positive team environment?
When you spend 40 hours a week with your colleagues, you have the potential to build really great friendships. Communication is key. When a co-worker has a question, concern or success you should listen, work it out or celebrate as a team.
5. Do you have favourite TV channel?
I love the Home and Garden channel (HGTV)! I have a very busy life outside of work and when I finally get a chance to relax and turn on the TV there is always something worth watching on HGTV.
This was an awesome opportunity to learn more about what it takes to be a Customer Care Representative at Execulink. Jocelyn is currently assisting the Thedford area with a Cable Internet upgrade to Hybrid Fibre. This will bring faster speeds and a more reliable connection to the area. As she continues her career, she looks forward to bringing more exciting changes to customers! Thank you Jocelyn for providing these awesome answers and contributing your insights and creativity to your work every day.