If you’re a LexReception client, chances are your customers are already familiar with Elisangela’s upbeat attitude. Clocking in at an average of 800 calls per week, Elisangela (or Eli, as she likes to be called) is one of our busiest LexReceptionists. Despite this, Eli’s day hasn’t changed much from her past eight years spent as a homemaker.
A day in the life
A typical day for Eli starts around 5:30 a.m. before anyone else in her household has stirred. She starts off by checking her emails, chatting a quick “hello” to any online coworkers in the company chat stream, and switching on the software that routes calls to her. “I like to start pretty early,” she says. “Callers tend to be very cheerful in the morning. They know it’s early. They know they’ve probably called before the office has actually opened. They’re really nice, and that sets my day.”
Eli takes a wide variety of calls, ranging from doctor’s offices to small law firms. They require anything from setting appointments, performing legal intake, or simply answering questions. “When I don’t have an answer, I try to be as reassuring as I can,” she says. “I make them feel I did get their information and will take the right message. I make sure they know I’m listening, and someone will call them with the right answer.”
In between calls, Eli keeps in touch with the rest of her team through online chats and video calls. The LEXReception team uses a collaboration software called Anywhere Works to ask each other questions; share important, up-to-date information; and offer each other support and encouragement. “We’re a very close team. I love that we’re constantly motivating and checking in on each other. We have such great communication.”
She breaks up her day by scheduling stretches of time off the phone during which she walks her dog, indulges her love of baking, or keeps up with housework.
Having it all
Two years ago, Eli didn’t think holding down a full-time job would be possible without giving up her life as a homemaker. “I was a housewife for years, and it got a little boring. But it was nerve-wracking getting back into the job market,” she says. “Eight years is a long time to be away. I was like, ‘Can I do it? Can I get back into it?’ Working from home made it easy. I didn’t have to give up anything.”
We can wholeheartedly attest that the time away from working did nothing to dampen Eli’s natural talent for customer service. She’s currently one of our highest-performing LEXReceptionists. Her supervisor describes her as an absolute pleasure to work with, full of contagious positivity, a helpful attitude, and the ability to lead by example.
What’s her secret? “There are a lot of people who just need to be heard. You listen to them, and they’re relieved. They’re like, ‘Okay, somebody listened to me. I can go and carry on with my day now.’ I think that is so important. Their attitude changes from when I answer to the end of the call. That’s what I’m here for!”
We’re so happy Eli took a chance on returning to the workforce. By allowing our LEXReceptionists to work from home, we’re able to access a pool of talented, high-quality workers to whom a standard 9-to-5 office job and daily commute just isn’t sustainable. They benefit, we benefit, and most importantly, our clients and their callers receive the highest standard of care from happy employees. Thank you, Eli!