A Day in the Life of … Megan Carbary

Megan started with the Charmer Sunbelt Group as our receptionist on November 17, 2008. In March 2010, Megan joined the Customer Care department as a Full Time "Customer Care Specialist" and continues to hold this title today. *Read more 'A day in the life... ' articles "Every morning, at 6:30, I am greeted by the loud beep of my alarm clock screaming at me to wake up. Before I know it, it’s already 7:30 and time for me to make that short, 15-minute commute to work. My shift begins at 8:00am, but I arrive at 7:45 so that I have time to load my computer, and most importantly, prepare that glorious cup of hazelnut coffee, without which I would be lost. I’m part of Charmer Sunbelt Customer Care group, and offer telephone support. Every call begins the same way: "Thank you for calling. This is Megan, may I please have your customer number?" This phrase has been ingrained in my mind since I began working in Customer Service one year ago. But don’t be fooled by the simplicity of this greeting! There is nothing simplistic about working in Customer Care. On a day-to-day basis, I take an average of 80-100 calls from customers who generally call in to place orders; however no call is ever the same. Since my primary focus throughout the day is to serve our customers, it is important to take note of the three kinds of customers that I have come to know so well. First, there are those who are playful and pleasant and can’t help but make me smile. Then there are the ones who are all business – they want to get their order in quickly and get off the phone just as fast; and they are certainly not receptive to any comic relief you try to provide during the course of the short conversation. And finally, there are those who teach us the true meaning of patience and fortitude. I can recall one phone call where a customer not only insisted I was never going to get married because I talk too fast (!), and he was quite adamant that the man should always have the last word. I think my tongue still has the scar from where I bit down on it for the duration of that call! Throughout the day I attempt to obtain as many compliments as I can from customers, acquire the highest number of calls – as well as orders – and keep my number of breaks to a minimum. I do this not only to show my dedication to our customers, but also so that I can win one of the many contests we hold throughout the month. The contests are used to boost morale, and to incentivize us to work more effectively to provide the best customer service! I find myself working harder and harder each day, as my competitive side takes over and I strive to win each contest. I am proud to say that last month I did obtain the highest number of compliments, and as a reward, I received an extra day off! As 4:30 approaches, and my shift is almost over, I pay close attention to the number of calls coming in. Should there be a high number of calls on hold, I volunteer to stay late. I enjoy helping out the team, and if my staying on an extra half hour makes the job easier on everyone else, I am happy to do so. I must admit though, when it’s time to make my way to my car, to head out for the day, I do so with a certain sense of relief." Editor’s Note: Charmer Sunbelt’s SSO won the SSON’s Excellence Award for Customer Service 2011. Click here to read how. More articles from Charmer Sunbelt’s shared services group.

A Day in the Life of … Megan Carbary

Upcoming Events

Autonomous Finance Virtual Summit

Closing the AP Automation Gap With Agentic AI: Real-World Case-Studies

Top 5 Shared Services Challenges that Leaders are Dealing With Now

Onboarding AI Employees: How Enterprises Are Building Their Next-Gen Digital Workforce

Craft a Right-fit Target Operating Model for Finance with aTOM

Why GPO Authority and AP Evolution Depend on Visibility

Follow Us

Latest Webinars

The Real Journal Automation Gap: Why Posting Is Solved but Creation Is Not

From Excel to Control: How Finance Teams Build a Structured, Audit-Ready Close with AI-Ready Foundations

Unlock Hidden Cash: Turn Spend Data into Working Capital Wins

Recommended

Egypt: The Next Country North American Shared Services Should Consider IT and Bu...

How Do Sourcing Objectives and Criteria Determine the Sourcing Approach ?

The Outsourcing “Conundrum”: Securing the Benefits You Expect

EP17 The critical link between digital transformation and GBS (Global Business S...

BPO = Business Process Outcomes [not Business Process Outsourcing]

5 Ways Your Business Process Management System Could Be Failing Your Back Office

"Parts Is Parts" - The Key to Differentiating Yourself

Tech Demo: Accelerating Invoicing to Overcome Workload, Speed and Regulatory Cha...

What Will Save BPOs?

Shifting to SaaS may not eliminate the “Technical Debt”

Offshore Engineering R&D Centers Will Continue to Flourish in Current Crisis

Play Nice, Outsourcing Providers. There will be life after COVID-19

FIND CONTENT BY TYPE

SSON COMMUNITY

ADVERTISE WITH US

JOIN THE SSON COMMUNITY

A Day in the Life of … Megan Carbary

Upcoming Events

Follow Us

Subscribe to our Free Newsletter

Latest Webinars

Recommended

FIND CONTENT BY TYPE

SSON COMMUNITY

ADVERTISE WITH US

JOIN THE SSON COMMUNITY