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Our Service: An Interview with a CSR
March 23, 2018

At MR Direct, we pride ourselves on excellent customer service. In fact, customer interactions are often the highlight of our day. Our representatives are a cornerstone of our company, and they receive extensive product training so they’re able to answer any of your questions - that’s a lot of hard work for over 400 products! But more than offering product knowledge alone, complete customer satisfaction is - and always will be - our number one goal.

If you’ve ever wondered who are the faces behind the phone calls, and how we get the job done, here are some answers to those questions from two of our very own Customer Service Representatives, Becca and Tiffany.

What’s an average day in the office like for you?
“An average day in the office for me is processing orders, answering questions, and calling businesses to get our name out. Always trying to provide the best customer service as possible.” - Becca

What sets our customer service team apart from the others?
“I think what sets our customer service team apart is phone first,as well as the various methods of communication. We have 16 people answering phone calls right away, so there’s no waiting on hold, and no automated system that you have to go through. You get an actual person who is trained to specially help you.

We also have so many ways customer can reach out. We have a ticket system through all internet sites. We have a live chat button on the MR Direct website. We have emails that we return within an hour. There are vast possibilities for customers to rely on our company to get answers fast and efficiently.” - Tiffany

Tell me about your CSR training.
“Training is intense. There’s a lot to learn and it’s usually around 4 to 5 weeks. In training, they help you learn how to process the orders, how to talk on the phone with customers, even role playing some of the situations we might encounter. They teach you everything you need to know to excel at this job.” - Becca

What is the stats board? How does it help motivate you?
“The stats board is a scoreboard of everything the CSR department handles, and a ranking of the CSR doing the best in each column. The stats board gives you the ability to track your own progress. It lets you know set your own goals and make sure you reach them. It is also a sense of competition, not only between you and other CSR’s, but between yourself as well.” -Tiffany

How do you relax at work when you have a break?
“Personally, I use the rec room couches to rewind and relax. The first lunch shift starts a TV show and we watch an episode every day. Other times we talk while sitting, ignoring the TV altogether. I have on very few occasions even slept through lunch on the couches - it gave me a chance to rest and recharge while I was sick, and then head back to work focused for the rest of the day. “ - Tiffany

What’s your favorite part about your job?
“My favorite part of the job has to be my coworkers. We are just like a family. If anyone is in need, we always band together and take care of one another.” - Becca

Writer
Jamie H.
Jamie is a writer, home-improvement enthusiast and a fan of all things DIY.

Jamie H.

Resident Specialist/Writer

Jamie H.

Resident Specialist/Writer

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