By Lauren C.
Jerome, the Service Manager at eGumball, Inc.,oversees customer
service in different departments throughout the company. We sat down with him
today to learn about his job responsibilities and the eGumball customer service philosophy.
Tell us about your professional
background and what drew you to customer service management?
I’ve been in the customer
service industry for over a decade building large call centers. I have worked
at Cisco Systems and AT&T Wireless, overseeing large call centers. I became
involved in customer service because I enjoy talking to people and learning
about them and their business, as well as resolving problems and answering
Tell us about the daily
responsibilities involved in your position. What are your main objectives and
There are so many different
responsibilities in my position, but my primary focus is making sure that the
correspondence between departments is smooth and that all departments of
customer service are doing their jobs efficiently and effectively.
Can you explain a little
about the different departments that you oversee and how they all correlate
with one another?
Well, let’s start with the
Quality Control department. This department checks all of the customer’s
information on the web, and ensures that when we update information, it is
correct. This takes a certain type of detail-oriented person. Once that is
complete, a Google account is created, and the customer waits for pin codes
from Google, which we then use to create their profile. The Citations
department then creates new listings, or mentions for the customer’s business
on the web, and is responsible for carrying out a large portion of the campaign
for the customer. The Customer Service department is then responsible for
resolving any questions or issues that the client might have once their
campaign is set up.
How do you ensure
department productivity and efficiency? What are your benchmarks to determine
the quality of operations in the departments that you oversee?
Every department has
different metrics that are provided by the development team. But every
situation is different, so we have to be flexible in the way we resolve certain
problems. The customer service department has metrics based on how they answer
the phone and how well a phone call is handled from beginning to end. These are
all discussed in our beginning stages of training as well as in on-going
Your position requires
customer service to be front and center. How do you incorporate eGumball’s philosophy of good customer
service in your overall approach to management?
Our primary goal in
customer service is to educate our customers on what our services are, how we
can help their business succeed, and create that pathway for them to grow their
online presence. We acknowledge that we are always using new ideas and
innovation to meet our clients’ expectations.
What are the most
challenging aspects of your position and how do you turn those challenges into
a positive solution?
The most challenging aspect
of my position is making that sure employee productivity and quality is always
at its highest. This can be challenging because some problems or issues are
harder to resolve than others, but we work as a team and pull together to make
sure our customers have the best service and experience that they can.
What are the most
rewarding aspects of your position?
I enjoy working with
people-customers and employees, so I get a lot of rewards from being an eGumball employee. It’s my job to resolve
problems and ensure customer satisfaction, so I feel satisfied and rewarded
when that is accomplished here. I also love the environment of eGumball. We have a lot of fun and work
What sorts of fun
activities and hobbies do you do outside of work that ensures you are on your A
game at work?
I run triathlons, which is
both challenging and fun. I also teach kids badminton on the side, and spend a
lot of time with my family and friends. This is enough for me to feel relaxed
and ready to go when I’m at work!