#LifeAtHireRight – Celebrating Customer Service Week
This Customer Service Week, we're celebrating our frontline teams by hearing from two team members from different regions about what they love most about their jobs and their teammates.
Here at HireRight, our teams work hard to build the future of screening services while striving to put the customer first. Internally, we rally around a culture committed to collaboration, service-first mindset, sense of ownership, and other corporate values to help employers get it right – every time, everywhere. But what is it like to work here? And who are the employees behind our background screening and workforce solutions?
Every year, HireRight celebrates Customer Service Week in the first week of October to honor and reward our hard-working customer service teams around the world. We host events and celebrations both in-person and remotely to show our appreciation for these dedicated team members.
Today, we are talking to Magdalena Milek-Gaweda, Sr. Manager, Customer Service in Katowice, Poland and Sarah Robedeaux, Director of Customer Service in the U.S. and Mexico. They share with us their perspectives on customer service in their regions, and how they are celebrating Customer Service Week this year.
Sarah and Magdalena, can you tell us a little about yourselves and your teams?
Magdalena: I am Magdalena Milek-Gaweda, and I am a Senior Customer Service Manager based in Katowice, Poland. I started my adventure in the background screening world 16 years ago and have enjoyed it ever since. I have led teams in various locations including the UK, Poland, and India. Fortunately, although most of my team is remote, we have an office in Katowice, Poland, and we can get together in the office when we would like to. I am also happy to have the ability to collaborate with colleagues from the U.S. and Australia. Even though we are based in different regions, we consistently maintain the same operating standards and work in close collaboration with one another, thus creating one, unified Customer Service team.
Sarah: My name is Sarah Robedeaux, and I am the Director of Customer Service at HireRight in the United States. I have been with HireRight for 17 years and am based remotely in the U.S. I have customer service teams in the U.S. and Mexico City. We provide customer support for our customers in North America, primarily through phone, chat, and email. Our teams are all remote, and we use Microsoft Teams and video chats every day to collaborate with each other, and occasionally get together in person for coffee meet-ups!
How is customer service different in your region compared to the rest of the world?
Magdalena: I have learned that different regions value different kinds of service. Understanding customer experience is the key to success. By embedding the fundamental cultural values desired by our customers across the world we create an effective global Customer Service team. While the goal is to ensure that customers all around the world receive the same level of service, in EMEA and APAC the preferred contact channel is email, which differs us from US colleagues.
Sarah: For the regions that I cover, the biggest regional differences are dealing with the different types of compliance regulations from country to country. In the U.S. different states have different laws and rules regarding background screening. Sometimes it’s like each state is its own country for laws and regulations!
Learning all the regional cultural differences has been the most exciting part of my job over the past several years. Being a global organization has really opened my eyes up to the amazing differences in culture all over the world. Although there are differences, the kindness of the people and the spirit of the teams is always the same!
What is your favorite thing about your team?
Magdalena: It is difficult to name one favorite thing about the team, as there are many reasons why I love them. I am constantly impressed by their engagement and the results they produce. I am lucky to have such an amazing team. Their talent and dedication are second to none. However, if I was to say what stood out for me this year it would be their adaptability to change and the can-do attitude they continue to project.
Sarah: I have the best team! It is hard to pick one thing, but I would say the way they support each other. No matter where they are in the world, they work together like they are sitting in the same office. They genuinely care about one another and have become like family.
What is your favorite part about working in customer service?
Sarah: Without a doubt THE PEOPLE. Customer Service can be tough, and we do it with a smile! We solve problems and help people get hired, and at the end of the day, that it is a great feeling!
Magdalena: There are many reasons why working in customer service is appealing to me. First of all, I love helping people solve problems, which is a big part of our job. I really like having the opportunity to make connections with people. Also, I think that working in customer service can lead to many different career paths, which is amazing.
Be part of a diverse, global team dedicated to helping the world’s greatest companies – including your most loved brands – hire their talent with confidence.
At HireRight, our team members are innovating together to build the future of screening services and personal data. Experiencing #LifeatHireRight means working with great people on inspiring ideas to help employers get it right – everytime, everywhere. Check out our opportunities across the globe at HireRight Careers today!
Release Date: October 4, 2023
HireRight is a leading provider of on-demand employment background checks, drug and health screening, and electronic Form I-9 and E-Verify solutions that help employers automate, manage and control background screening and related programs.