Becky Elliott, Call Center Manager, JD Service Now

How long have you been with your company and in the industry?

I joined JD Service Now in March of 2016. Prior to JD Service Now, I had never been in the plumbing, heating and air industry.

How did you get started in call centers/customer service?

I have been in customer service for 13 years. I started out in a feed, lawn and garden center when I was 15, assisting customers with product selection and loading their vehicles. I also have experience working in different retail environments, both large and small settings. Prior to joining JD Service Now, I spent several years in customer service for a large food and beverage vending company.

Where are you from?

Originally, I am from Rougemont, NC. I now reside about 25 minutes from there.

What do you like to do outside of work?    

Outside of work I love spending time with my family. I have a six-year-old son and we love to get out and about. We enjoy visiting museums and parks, there is always an opportunity for discovery. I am also the Tiger Den Leader for my son’s Cub Scout pack. We enjoy growing our own vegetables every year, as well as hunting and fishing. When we are not out and about, we enjoy spending time with our dogs (a Scottish Terrier and a Collie) and completing outdoor projects.

What’s your favorite thing about your job?

Definitely the people. At JD Service Now, we have the best customers and staff. I truly enjoy answering the phone, awaiting to hear the person on the other end tell me their story. Sometimes it’s a return customer, who “catches you up” on where they’ve been, sometimes it’s a brand new introduction. We learn so much about the people in our community, just by servicing their plumbing, heating, and air needs. We also have the best staff in the world at JD Service Now. When I arrive at work every day, I am (as is everyone) greeted by smiling faces who are truly happy to see me. We have a great team and every one genuinely cares about each other. We celebrate everyone’s personal and professional accomplishments together. It takes each and every one of us to provide our customers with the highest level of service that we know our customers deserve, and we are grateful for one another’s support.

How does Nexstar help you do your job?

Nexstar is absolutely amazing. I use Nexstar daily, whether it be training materials, metrics tracking materials, or a quick call or email to Tracy Robinson (my call center coach) to get a new viewpoint. It is so wonderful to know that there is an entire network of resources available right at your fingertips. When you get stumped or need someone to bounce around some ideas with, Nexstar is right there. It’s an incredible resource, frequently teaching me something new about the Plumbing online marketing strategy , heating, and air service industry—Nexstar is truly an invaluable asset.

On Becky’s job performance:

“Becky has only been with us for approximately eight months. She is consistently  booking at a 90+ percent rate. She takes on additional projects in order to better the company and her staff on a regular basis.

Her interaction with the customers is that of deep concern for the problems that they have going on and handles them as if they were her family. The customers and internal staff view her as a very caring and understanding person.

She is always very positive, never backs down from a challenge but greets it with a desire to get it solved. She is absolutely a great asset to our company and we are excited to see what lies in our future with her at the helm of the call center.”