Mod of the Month – November 2024
Ring! Ring!
Who’s there?
We’ll give you a hint! He’s the voice of customer support. He loves helping customers solve problems as much as he loves hockey. (You might say he’s goal-oriented.)
Let’s hear it for our November Mod of the Month, Joe. S!
Being a customer service agent isn’t easy. This is especially true for the folks that cover phones. But Joe makes it look like a breeze with his easy approach to customer support. In fact, if he had to choose between phones, chat, and tickets, he’d choose the phone every time.
His secret? Don’t take it personally. “Sometimes people come on and they are angry. Something went wrong, and they are upset. Don’t take that personally.” He explains, going on to say. “It’s more personal than email or chat. And there's instant gratification when you solve a customer’s problem. You can hear the relief in their voice—it’s awesome.”
How are we lucky enough to have Joe on the team? The ability to self-schedule and work remotely were the keys. As someone with cerebral palsy, working can be difficult. He needs to be able to move and stretch periodically, which most phone agents wouldn’t be able to do. Being a Mod makes it possible for Joe to meet his mobility needs.
Joe also appreciates being part of a squad that has his back. When his mother unexpectedly ended up in the hospital, his team worked together to clear up the entire day so Joe could make the trip upstate to be with his family.
On the note of people he loves working with, here’s what they have to say about Joe:
Joseph is always offering to help with shadowing new hires and shares relevant info on our team channel to keep everyone aligned. He's extremely dedicated and often offers helpful insights about case handling and discovers new workflows, which our client loves! We are very grateful to have Joe on our team!
Excellent Mod, dedicated and committed, always receives stellar feedback from the client regarding his customer service skills.
When not at work, you can catch Joe hanging out with his protective 4-year-old miniature pinscher or his large extended family. “I am the youngest in my family. I have an older brother and an older sister. I have 3 nephews, 2 nieces, 4 great nieces, and 1 great nephew.”
Then, of course, there’s his love for Hockey. You might find him tending to his puck collection, reading his favorite book (Stu Grimson, the Grim Reaper), or yelling at the TV (let’s go, Philly!).
“I enjoy getting up every day,” he says, “that’s ModSquad to me.”
If your goal is to work with awesome people like Joe, Join the Mods today!