AUTHOR:
Reynolds Careers

DATE:
June 30, 2015

CATEGORIES:
On the Job

READING TIME:
2 minutes

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Guest Post: Working in the TAC

AUTHOR:
Reynolds Careers

DATE:
June 30, 2015

CATEGORIES:
On the Job

READING TIME:
2 minutes

Joe W. started his career at Reynolds by working in our Technical Assistance Center. The following post is his take on how working as a Customer Service Representative helped create a foundation for growing his role at Reynolds.

When I was searching for a job, some of the best advice I received was to approach opportunities with an open mind. This could be the difference between landing a position or missing out on a great opportunity. It’s advice I took to heart as I made my decision to start work at Reynolds and Reynolds.

Coming into my interview with Reynolds, I thought I knew what position I wanted. However, the recruiter suggested my skills would be a good fit for the Technical Assistance Center, or “TAC.”

The recruiter explained the TAC team is a customer service powerhouse – providing telephone support at a rapid pace to Reynolds’ dealership customers. The customer service representative position is the first line of response to dealership personnel who call the TAC.

She also explained you have to have the right personal tools to work in the TAC; you can’t just grab a pad of paper and a pen and start taking calls.

Customer service reps need to be able to have a conversation, gather information, analyze a problem, provide a solution, prevent further confusion or issues, and leave the customer with a pleasant experience – all in about an average of six minutes per call.

In short, the TAC is looking for employees who have an ability to be analytical, show patience, and have a desire for constant learning.

I knew I was up for the challenge and accepted the position. I was ready to build my knowledge of the automotive industry, my product knowledge, and my customer service skills.

After a few months of in-depth training on Reynolds’ software and learning how to troubleshoot, I was ready to take calls “solo.” And that’s where the daily routine became anything but routine.

I quickly learned to expect the unexpected, to think outside the box, to take a somewhat proactively reactive approach, and, above all else, to listen.

I also learned the rewards of working in the TAC are not always tangible. Sometimes knowing you helped solve someone’s problem is satisfying on its own. When your peers and management notice you’ve gone above and beyond, that can be personally and professionally rewarding, too.

After a few years of working in the TAC, I was ready to take on new challenges at Reynolds and explore other positions inside the company.

Many hiring managers at Reynolds value the experience employees gain in the TAC. They want employees who have Reynolds product knowledge and who have insight into the company’s customers. They also appreciate how customer service reps are able to adapt and respond to situations and how reps often bring a different viewpoint to the team.

Now that I work in another department at Reynolds, I look back on my time in the TAC fondly and appreciate all I learned there. The work was demanding and interesting and the people were friendly.

Some people will find a life-long career in the TAC while others, like me, will change teams, but no matter what, working as a customer service rep is an experience to never forget.


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