Interviews can be awkward and nerve-racking but, at Wing, they’re anything but.

We’ve decided to sit down with one of our cool customer service (CS) agents, Clar, for the inside scoop on her job here. Work life can be mundane, so a one-on-one tell-all was much needed to spice things up!

Get to know what being a CS agent is really like, and find out about the phone call that surprised everyone 😱

CS Livin’ – The Interview

Q: Hey Clar! What’re your main responsibilities being a CS Agent?
Clar: Taking care of any customer that has an issue with device orders or shipping, being that I’m in the shipping department.

Q: What’s an example of a negative customer call you’d receive?
Clar: Customers who ask where their device is even though they haven’t allowed 7 business days for the device to ship out. Our website states to wait 7 business days to process the order; eager customers ask where their device is right away!

Q: How did you manage to turn that call around?
Clar: I let customers know that we do require 7 business days to process the order, and that we’ll get the tracking link emailed to them when the order is shipped out.

Q: How do you go about assisting customers who are ESL?
Clar: I try to move them over from the phone to our website where we use Google Translate to assist them better.

Q: When are the busiest times of the day to receive calls?
Clar: On average, there’s two distinct times that are super busy. Around opening when most people are going into work, and then again when most people are finished work. Rush hour times. 10AM, and then again at 6-7PM.

Q: How many calls did you answer to today?
Clar: Fifteen. Today’s been a busy day!

Q: So curious… do you snack while doing your job?
Clar: Yes. I like fruit because I can eat it quickly before getting on the next call.

Q: Did you work in CS prior to Wing?
Clar: I was actually a floral assistant, so I helped customers pick out which flowers were best for which occasion/situation they wanted flowers for.

Q: How did being a floral assistant help you with your current CS job?
Clar: Understanding exactly what the customer needs, and then assisting in fulfilling that need.

Q: What’s the most common CS call you receive?
Clar: “Where’s my order?” or “I would like a new device.”.

Q: Share the funniest CS experience you’ve dealt with here at Wing.
Clar: Because I’ve been at Wing for a really long time, I’ve definitely heard some crazy stuff. This scenario I’m about to tell is an ongoing joke here. One time someone called and asked, “Do y’all deliver?”. I was confused and asked, “What’re you talking about? How can I help you?” and they repeated the same question, asking about CHICKEN WINGS! I said, “I’m sorry but you’re calling a telecommunications company, not a fast food joint”. In the beginning stages of Wing, I’m 80% sure most people would call us thinking we’re a chicken place and asking chicken wing related questions.

Q: After working in CS and doing it everyday, do you know exactly what to say when you call for personal CS issues?
Clar: Yeah absolutely. I tell them: here’s my name, here’s my number, here’s my email. I ask if they need my order number, even though I’m adding it in the automated voice keypad. I’ll ask them if they want me to repeat anything I said. I’ll speak in a very nice, slow, and clear manner.

Q: Would you be more inclined to call CS or use an online chat box for assistance?
Clar: I definitely like online chat more because I can do many other things while getting help. I can chat with someone online and, while waiting for their response, do a thousand other things. It’s great for multitasking.

Q: What’s one thing you wish more customers would know before calling CS?
Clar: Just to be aware of our FAQ page where most of their questions will already be answered. It’s there at all times and free for everyone to use. We don’t hide anything.

Q: Any last words of advice?
Clar: Be nice. We’re all human beings 🌎

“If you don’t treat your CS agent right, you’re less likely to get what you want” – A wise, Wing philosopher (name unknown)

Stay tuned for more profile features in the future!