High-Stress Environment Taught Grace Under Pressure
Customer Service Representative (Former Employee) – North Bend, OR – November 24, 2015
During the time that I worked for Xerox (formerly ACS), I learned many skills that I use on a daily basis, including:
There were many aspects of the position that I found fulfilling on a personal/professional level. Namely, I loved handling calls that dealt with long-term problems. It was so satisfying to resolve a concern that had kept the customer on the phone with us for weeks or sometimes even months. I prided myself on forging a personal connection with each and every call I handled.
However, there were definitely facets of the job that led to my ultimate decision to leave the company. Specifically, the management essentially required their employees to make bricks without straw. They set an onerous time limit for calls that directly effected the pay scale and then expected us to resolve calls within that time limit. There are certain issues that can be taken care of quickly (i.e. Bill payment), but some problems require time and effort to resolve. The management made no allowance for this.
All in all, my time at Xerox taught me that customer service is more than a catch-phrase to me; it is part of my moral compass. I decided that helping each customer feel heard was more important even than my paycheck. I learned much about myself in this position and hope to be able to use the experience I gained in another position that values true customer service more than speed.
Lots of practice with conflict managment, high octane environment
Unreasonable Expectations (calls/day average), unresponsive leadership