The Employee: Rachel Acosta (Little Rock Office)

The Position: Dispatch

 

When customers call Datamax Arkansas for service needs, they’re talking to a real person. That person is Dispatcher Rachel Acosta.

Though she wouldn’t recognize them on the street, she knows them well through fulfilling their service needs over the phone. There’s Miss Bridget, who’s always excited about Fridays. There’s Mr. Steve, who usually wants to talk about football.

Rachel’s enthusiasm in dealing with clients, and her well-executed routing of service calls, has a direct impact on both response time and the Raving Fans Created along the way.

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The Right Personality

Rachel, who has been with Datamax for more than six years, understands that the right attitude goes a long way in understanding client needs and delivering the necessary client experience.

“The most important thing to me is to always let them know that you’re listening,” Rachel said. “Make sure that you are friendly. I get to learn about customers. I get to know their names. For me, it’s not just about putting in a service call.”

Arkansas Service Manager Mark McKinney agrees.

“Anytime you have somebody with a personality like her’s, it’s a positive. Customers love calling in,” McKinney said. “There’s no lost communication there because clients know who they are talking to.”

The Re-Positioning

In early 2018, Rachel moved from upstairs in the Little Rock office to a desk closer to McKinney. That physical move has played a large role in Rachel’s continued understanding and expertise of the more technical aspects of her job in dispatch.

“She hears a lot of jargon between me and my supervisors,” Mark said. “She plays a very significant role in this department and handling my resources. She keeps up with the techs and she keeps all of our reports up to date as well.”

Rachel says that her office moved has worked out great and vastly improved communication between clients, technicians, and with service supervisors.

The Positive Results

The impact that Rachel has on service is tangible. And substantial.

“Dispatch is so key for the service operation. Rachel handles it seamlessly, she’s been a tremendous asset to our department. Our response times have dropped 30 to 40 minutes in the last year, and much of that is contributed to her, because she’s managing resources and directing them exactly where they need to go,” Mark said.