Alexis – Customer Service and IT Support

AWIC interviewed different local professionals for an inside look into their work. You can learn more about Other customer and information services representatives (NOC 6552 ) through a detailed Career Profile.

Alexis Hall is an Assistant Manager, Operations with CX Solutions in Sault Ste. Marie.

What does a typical day look like for you?

My day begins with a leadership huddle to determine our daily goals, and moves into support for our team.

Each day, I am here to ensure the success of the team with real time assistance, monitoring their previous work, and coaching them on areas of opportunity for improvements. I also assist with daily operations and can be required to complete additional tasks as the come up.

What was the education and training needed for your job? Any additional training for your current position?

No education was required. All representatives begin their career journey in the entry level position and all the needed training is provided by the company. Moving into different roles within the company may required additional training, education, or experience based on the specific role. For the assistant manager position, having training and mentoring experiencing was considered an asset along with soft skills, and knowledge in Microsoft tools such as Excel and Power Point.

Why and when did you choose this career? What have you learned since you started?

I got started in this career field unintentionally four years ago. At the time, I just needed work and started working with a similar company while I weighed the pros and cons of going back to school. After some time with that company, I fell in love with the work. Customer service was absolutely where I belonged and in my position, I had opportunities to help others grow.

I came to CX Solutions just over a year ago with the same goal in mind and after some hard work, I was presented with the opportunity. I have learned a lot in my time in this field, improving my soft skills, computer skills, and how to handle irate situations. I was also taught to train new team members, how to pin point areas of opportunities for individuals and how to present those areas to my team with a plan of action to assist them.

What skills do you have that make you great at your job?

The skills that help me succeed in this position are my leadership skills, written and verbal soft skills and being able to de-escalate a situation, excellent customer service skills, attention to detail, time management, and a knowledge of the tools and programs we use. When you are willing and open to learn and grow every day, you can be successful in any position.

What is the biggest thing you have learned on the job?

I believe the biggest thing I have learned on the job is how to asses a situation, room, or person I will be working with and quickly adjust my approach to match the needs of that situation.

What is the best part of your job?

The best part of my job is my team. I work with incredible people who really make the difference. Outside of the team, the best part of my job is the coaching aspect. I succeed when my agents succeed and I am at my best when I am helping them grow and excel in their own careers.

What is something challenging about your job?

Each day can present a different challenge. That being said, I think one of the most challenging things about my job is delivering bad news. In a customer service focused company, the last thing you want to do is provide bad news, and you need to be ready to handle the reply.

What advice would you give to someone interested in pursuing the career?

The best advice I can give, is that you need to be open to learning. This field is forever changing and sometimes, no matter your experience, you will need to start at an entry level position. Open yourself to new skills, and changing your methods.

How would you say COVID-19 has affected your day-today-work? (Job duties, commute, check-in process, etc.)

Aside from the standard 6 feet apart and limitations to occupancy in our smaller offices, I feel my work hasn’t been affected all that much by Covid-19. We have moved a few agents to a work from home position and that has changed the way we coach these individuals, but all in all, our work is the same.

What has it been like to be an essential worker during a world-wide pandemic?

I feel it has been a blessing to be considered an essential worker during these hard times. Being able to stay in a routine has kept me going and motivated. We of course have had our obstacles, but as a team have overcome them. Some days are more stressful than others, but it is still incredible to be able to come into the office each day.

Have you experienced loss or personal struggles since the beginning of the pandemic? How have you and your co-workers coped with working through the shut-down?

I have not experienced any loss or personal struggle since the beginning of the pandemic. Missing family members and not being able to say goodbye to sick loved ones before their passing from fear of spreading the virus. Our team has remained strong through the shut-downs, and being an essential employee has given us all an opportunity to escape our homes and feel a sense of normal.

Could you share how being an essential worker during the pandemic has made this more personally fulfilling career?

Being an essential employee during these hard times has really given me a new perspective on my career. I have realized just how needed I am in this career, and in my role. I go home every day proud of the work I have done, knowing that when our citizens were struggling, we were here to help. We are helping a lot of people hold onto their sense of normal.