Hey, Catherine! Thanks so much for chatting with us today. We’d love to hear more about your role, who inspires you, and about what you think makes working at Zenefits unique.
As a “Guidance Counselor,” I assist our Team of Triagers with routing inbound calls to the correct area of focus best equipped to assist the client. Zenefits receives calls from our clients regarding three fundamental areas of focus: HR, Payroll, and Insurance. I guide the team by providing them with the necessary tools to determine the correct area of focus. I assist the Triagers with asking the correct probing questions (questions that steer a client with providing us the exact issue at hand; the inquiry they are calling in for), with creating cases that consist of accurate notes, and with transferring calls to other departments.
What I enjoy most about my role is my ability to assist others. I love that I can be a credible and dependable resource for my team in order to help them achieve their daily goals.
The most challenging aspect of my role is knowing what best probing questions are needed for which topic. There are always “one-off” inquires that require specific questions in order to truly understand and capture what it is that the client is calling in about. It is also challenging to distinguish what it is the client explained to the Triager by having them explain the situation to me in order to pick up on the key words to route the case to the best department. It is sort of like a game of Telephone — in order to improve on this, I need to simply continue to do what I do and assist the Triagers. Practice makes perfect.
The coolest part of my job are the people I work with. I love working with the many unique personalities that make up a team and am thrilled to be a part of it. I would also say that it is pretty cool to be relied on and to be a resource that helps with a team member’s success.
The best advice I’ve received is to “expect the unexpected.” My father would constantly remind my siblings and I of this, and to this day he still does. It wasn’t until I’ve grown a bit older that I’ve come to discover that the phrase originated from Greek philosopher, Heraclitus. His advice has been interpreted in many ways by various authors, but one of the original translations of his saying is, “if you do not expect the unexpected, you will not find it; for it is hard to be sought out and difficult.” I draw on this advice every day. I seek out the unexpected in order to prepare for every day’s challenges, surprises, and wonderful moments.
I would describe our team’s culture as positive, energetic, friendly and hard working. We truly are #InItTogether. This Triage Team is relatively new and I must say that they have done outstanding work thus far. The team works well together and does a great job of asking questions and relying on one and other for support. We are fun, unique, and eager to learn.