Our LexReceptionists are more than just a voice on the other end of the line. They’re poised, friendly individuals who make it their mission to ensure every single call is handled with a balance of professionalism and warmth. April Munoz is one such individual. She’s been with us a little over a year, and as our customer service secret weapon, she consistently passes our rigorous quality assurance tests with flying colors. “April always comes to work with positive and inquisitive attitude that spreads out to everyone with whom she interacts,” says Steven Canary, April’s supervisor. “She makes sure she takes the time to understand both the ‘what’ and the ‘why’ of the accounts she works with on a daily basis.” We’d thought you’d like to get to know a little more about the people behind the voice. Below, April shares a bit about herself and what keeps her going throughout the day:
Tell us a little about yourself!
I’m from El Paso, Texas. When I’m not working, I love spending time with my son. He is 5 now, so we’re either at the park playing basketball or practicing baseball.
What’s your typical day like as a LexReceptionist?
The kind of calls I answer are usually bankruptcy calls: callers who are trying to file Chapter 13 or Chapter 7. A typical call is usually someone calling to get information on filing bankruptcy or someone who is looking for an attorney to start the process.
It can be a stressful time for them, and sometimes they don’t get called back right away. If that happens, I reassure the caller that I will notate the urgency in their message and emphasize they will get a call back. They seem more at ease after that.
What is your top customer service secret?
My top secret is to always smile and breathe. Someone can always tell over the phone if your smiling, having a good day or a bad day. Just always keep a bubbly personality.
What do you love most about your role?
What I love best is helping callers with whatever situation they’re facing. It’s always nice to just have all ears open and hear the different stories every caller has. Sometimes they just need to vent, and that’s okay.
Thanks, April, for doing a stellar job and always being there for our customers and their clients!