Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 2826 27 | Winter 2017 Winter 2017 | Help When You Need It: A Day in the Life of an HTC Customer Relations Associate No matter what technical questions you have or what installation needs you run into, it's nice to know that HTC customer relations associates are just a phone call away. HTC members frequently comment on the outstanding service and personal attention they receive when they call HTC — so who exactly are the people on the other end of the line? Meet Sabrina Jolly and Gina Edwards, two of the customer relations associates that make up the 30-member Contact Center team. Sabrina, a native of Nichols, South Carolina, has been with HTC for 13 years. Gina, of Marion, South Carolina, has been with HTC for eight years. During their tenures, both women have filled their days handling new installation requests, service needs, billing questions and customer inquiries. “You could get someone calling wanting to get cable, or you may get someone who has a Wi-Fi question,” says Sabrina. “It’s always something new, which keeps it exciting.” “Yes, we also check orders and fill out service tickets. And, of course, we sort through what seems like 10,000 emails — just like everyone else,” laughs Gina. The two agree that connecting with and helping fellow community members is the most rewarding part of their jobs. “We live here; we work here; we’re you’re neighbor,” says Sabrina. “Often, we are talking to folks who are new in town or switching from another provider. Ninety-five percent of the time, we are the customer’s first point of contact with HTC, and we want them to feel comfortable, so we make them feel as welcome as we possibly can.” Although this element of warmth is perhaps partially due to HTC’s Southern hospitality, it also can be attributed to thorough training. “HTC makes sure we get all sorts of training that will help prepare us to best serve different types of customers,” says Gina. “We go through The HTC customer relations associates are also on Live Chat! In 2016, HTC launched its first online chat support, offering real-time customer service with a local customer relations associate. How do you utilize this new feature? Just visit and click on the “Live Chat” button on the right side of the screen to start a conversation. This service is available Monday through Friday, 8 a.m. – 5 p.m. programs to work on tone, empathy, positive language, product knowledge, things like that.” Comprehensive training on the front end ultimately pays off for everyone. “Listening is a huge part of our jobs — just listening to the concerns and needs of the customer. Then we can either resolve it or direct them to the right person,” says Sabrina. Some technologies that help accomplish this goal include two big screens in the Contact Center that allow the associates to see how many calls are waiting, estimate accurate wait times for customers and gauge service levels. On a typical weekday, the Contact Center receives an average of 1,100-1,200 calls. “On average, we have about 20 seconds between phone calls,” says Sabrina, “so the screens really help us with efficiency. We put a big emphasis on being totally honest with customers, and so by telling the estimated wait time, we are providing them with options, then they can go from there.” That training comes in handy in the Contact Center and beyond — both Gina and Sabrina admit that friends and family frequently ask them service questions off the clock. “We’re kind of the front line of HTC,” says Sabrina. “We have people come up to us all the time — the grocery store, wherever — and, because they know we work for HTC, they’ll ask questions. We always answer in the same helpful way we would if they’d called in, because we are always representing HTC, even outside the office.” “Yes, I get texts all day long from my friends with random HTC questions!” adds Gina. Their dedication to helping locals could be considered a service to their community, but it’s not the only way they give back. The women participate in a wide variety of HTC community events and charitable efforts, benefiting groups and initiatives such as the American Heart Association, Relay for Life, the American Red Cross and donating canned goods at Christmastime. For Sabrina and Gina, it’s that culture of positivity and helpfulness that makes being a part of the HTC family so wonderful. And they describe it as just that — a family. “We are truly our own little family,” says Gina. “We often spend more time at work than with our own families, so it’s important that we all get along and love spending time together.” “I love the people I work with,” adds Sabrina. “We have each others’ backs through the good times and the bad.” HTC has also taken innovative steps to prepare for future growth of the center. New renovations have opened up the entire floor, providing direct access to the Technical Support area and creating a more open and collaborative workspace environment between the two departments. If you ever have a request, concern or question, call HTC at 843-369-8969 or 800-824-6779 — you may even get Sabrina or Gina on the line! Contact Center Hours: Monday – Friday, 8 a.m. – 9 p.m. Saturday, 9 a.m. – 9 p.m. HTC Customer Relations Associates