#LifeAtHireRight: Celebrating Customer Service Week Pt. 2
Happy Customer Service Week 2022! We continue celebrating our Customer Service team members with part 2 of our blog! They share what gets them excited about working in customer service and Life At HireRight.
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 takes the first week of October to celebrate our hard-working teams and participate in Customer Service Week. We have customer service teams in offices across the globe, including the UK, Poland, and the United States. HireRight has events and celebrations in our offices, as well as remotely, to acknowledge and reward our team members.
We want to take a moment to recognize these incredible team members and hear what makes working in Customer Service at HireRight special, as well as what it means to them – in their words. Here is the second of our two-part blog celebrating our customer-facing teams!
What is the most important thing about working in Customer Service?
“The most important thing to me is integrity. Customers prefer to do business with a company that they can trust to do the right thing. A company and a representative that will have their back and be transparent and forthcoming. A representative that will provide good faith guidance and direction.” – Kim Gordon, Client Engagement Specialist, Chapin, South Carolina, U.S.
“To me, the most important thing about working in Customer Service is providing empathy and excellent communication skills, as well as service knowledge and a friendly attitude.” – Tami Mitchell, Quality Coach, Chapin, South Carolina, U.S. “Teamwork! We will never truly succeed without the support of everyone within the organization!” – Melissa Ouzts, Client Engagement Specialist, Chapin, South Carolina, U.S. “To me, the most important thing about working in Customer Service is patience. Every day, we come across different cases as well as different candidates and customers who might be frustrated, which is understandable. We always need to be patient and show them our support.” – Katarzyna Sopech, Customer Service Rep II, Poland “The most important thing is to maintain a high level of confidence in your ability to resolve situations no matter what comes up. Your customers will quickly pick up on how confident you are and be more willing to trust in your ability. This always leads to a better experience for both the customer and the agent.” – Tim Ward, Customer Service Trainer, Tulsa, Oklahoma, U.S.
“The most important thing a Customer Service representative can do is listen, acknowledge, and take action on the customers’ needs to get them resolved as soon as possible. So, they can get people HIRED!” – Alicia Weibel, Customer Service Representative II, Tulsa, Oklahoma, U.S.
What makes a positive customer experience?
“It’s always important to value our customers’ time, have a pleasant attitude, and provide them with helpful resources. It’s important to pay attention to the customer’s feedback, look over all the data, as well as actively listen to what they say. This shows the customers that you hear them. Beyond that, we make sure to keep our word when we make a promise to build respect and trust. Above all, a positive customer service is about making sure you are going the extra mile to make the customer happy. “ – Jasmine Davis, Customer Service Representative III, Chapin, South Carolina, U.S. “A positive customer service experience means addressing customers’ issues. It also shows our customers that their time is valued. It is important to show them empathy, and respect and ensure that they know they are being listened to. It is also good to address other issues connected with their application, not only these they asked about. We should always be proactive and one step ahead. Positive customer experience is crucial as it contributes to the business’s success.” – Magdalena Franki, Customer Service Representative II, Poland
“I enjoy treating people as I want to be treated and seeing how quickly a situation can change. In a call centre, the customers can spend so much time listening to automated voices, that if we are not careful when they get to us, they can still feel like they are still in the system. I like to make a connection with my customers from the start of the call and put myself in their shoes. Listening to what the customer wants and treating them as if it was your first call of the day, will help them feel valued and help create a more conversational interaction.” – Barry Huxley, Team Leader, London, UK “A positive customer experience is when you communicate with a customer and even if you have to dig around, you are able to determine what is needed and make that person happy they reached out and got their issue resolved without any difficulties.” – David Moss, Customer Service Representative III, Tulsa, Oklahoma, U.S.
“In my opinion. positive customer experiences should be when a customer describes their interactions with a company to be special, pleasurable, and problem-solving. This is how they feel about the brand. Do they really trust and like us? Do they consider it worth giving us their business? This experience is made by each worker and incorporated into the company.” – Barbara Pyka, Quality Coach, Katowice, Poland
“From my experience, listening to customers and learning their needs is very appreciated. A positive and professional attitude makes a difference, and being kind makes a solid base for establishing a relationship. My golden rule is to treat others the way you want to be treated yourself.” – Sylwia Zielosko, Customer Service Specialist, Katowice, Poland
What is your favorite moment at HireRight?
“My favourite moments at HireRight are when we have small competitions or when we gather in meetings and discuss our most recent experiences. This way we can learn from each other and gain knowledge to assist customers in a better way.” – Raluca Gheorghe, Customer Service III, UK
“My favorite thing about HireRight is the overall feeling of the team (aka family) environment that has been built among the teams.” – Xavier Henderson, Client Relations Specialist III, Dallas, Texas, U.S.
“Sharing our experiences with colleagues during the team meetings. It’s a great opportunity not only to connect but also to solve some common problems by participating in brainstorming sessions.” – Aleksandra Rodak, Customer Service Specialist, Katowice, Poland “In my role, it is always when our new team members take their first call. It always puts a smile on my face when they finish it and they say, “well that was easy!” – Dagmara Seger, Training Specialist, Katowice, Poland
“I can’t give you one favorite moment, there are too many! But if I had to give it, I think it would be my first day of work at HireRight – I did not expect so many smiles and such positive energy. I immediately liked this atmosphere of support and development.” – Sylwia Zielosko, Customer Service Specialist, Katowice, Poland
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 7, 2022
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.