INSIDE THE GUARDLINE TEAM
She took a few minutes out of her busy day to answer a few questions...
Guardline: Tell us a little bit about yourself. How did you start working with Thrasio?
Erin Mulkern: My name is Erin and I’m located in the Boston, Massachusetts area! I started working in customer service at an early age, working part-time jobs in retail through high school and college. After graduating college, I started working in customer service for a large telecommunications company. Within my first year, I worked my way up to Supervisor in my department. Four years later, I had outgrown the company, the job, and was feeling pretty rundown. I was brought onto Thrasio by a good friend of mine who had already been working for the company for about four months. Thrasio needed someone with customer service experience and could help manage the growing team we were building in Manila. I knew nothing about e-commerce but knew I was up for the challenge, and needed a change more than anything. I took a leap of faith in the startup world, It was the best decision I ever made.
GL: What’s your customer service team like?
Erin: Our customer service team is amazing. I am blown away daily by their dedication to our brands. We have a group of Account Managers and Customer Service Representatives who do so much more than Customer Service. They are an amazing resource for urgent projects to improve customer service processes, ongoing reporting needs and more. When I first started at Thrasio there were under 15 people on the team; today we have over 120 and are continuing to grow. It’s exciting when I think about what we can accomplish with a larger team.
GL: What is special about working as Customer Obsession Manager?
Erin: The term Customer Obsession Manager stems from Amazon's key values of being “obsessed with their customers,” but to me the role is much more than that. My favorite part about the job is being able to turn a customer's experience around and make it into something positive. We do this by going above and beyond for our customers and making sure we determine the best outcome.
GL: What’s your typical day look like?
Erin: Every day is different, but that is what makes this role so exciting! Typically I am working to resolve customer concerns that have been escalated up from my team members, and finding ways to better processes across the team. I also work a lot of special projects to help the business grow! Currently, I’m working on ways to better deal with customer complaints so that customers get a resolution quickly and effectively so that shopping platforms, such as Amazon, don't have to intervene.
GL: What’s the best part of working on a brand like Guardline?
Erin: Learning something new every day! When we acquired Guardline I didn’t know anything about security systems, and how to instruct customers on tangible solutions to protect their property; now I am a security system expert!
GL: What are three words you would use to describe our customer service philosophy?
Erin: Above and beyond. I always want to make our customers happy and we will always go above and beyond to make them happy!
GL: Share with us a funny story you had while on the job.
Erin: I cannot think of one at the moment, if I think of something I will let you know!!
GL: Aww, okay we don’t mean to put you on the spot.
GL: Now, one last question. What’s your favorite activity during quarantine?
Erin: I hate Quarantine-- just kidding! In early days of quarantine my friends and I would do weekly trivia on Zoom. Each week a different person would be the host, come up with questions and a scoring system. We were able to bond with friends across the country from our own homes! We stopped once it got warmer and we could go outside more, but I have a feeling we will be picking it up again during the colder months.
GL: And lastly, is there anything you want our customers to know?
Erin: We are always here for you! If our customers ever need help we are more than happy to guide them in the right direction. Just reach out via phone or email.Interested in learning more about how Guardline can help you protect your property? Check out our most popular systems and optional add-ons you can use to enhance your coverage. And if you ever have any questions, Erin and the rest of her customer service team are ready to help you.