Sonia is the newest member of the Ross Optical team. Although she’s only been here a month, she has embraced her role in the customer service department, making sure that customers are well taken care of and that any issues they have are resolved quickly and completely.
Can you tell us a bit about your background?
I’ve been in management for the multi-family housing industry for the past 16 years. I started in the industry as an entry-level leasing consultant and worked my way up in management. It was a fantastic experience that offered a perfect combination of administrative work and customer service.
In management there are many hats to wear, but always my favorite was providing the best customer service possible and working with my team to ensure that we were the best, not only in our own minds but more importantly in customers' minds. This is what makes me feel confident that I will fit in perfectly at Ross Optical.
What is your favorite part of your job so far?
The people that I work with and their standard of service; I think that it matches my own. From the get-go Ross made it clear that the most important aspect of the business was customer service. From the owner to the rest of the staff, every person takes that to heart.
What has been the most challenging part of the job so far?
I can easily relate to the customer service part, but I’m still learning some of the technical aspects. Everyone here is helping to make that process easier. I have a lot to learn and I’m excited about that.
What are some problems you solve for customers?
If a customer calls to ask about the status of an order or if we can make an order happen faster, I answer those questions. If their need is something technical or outside my area of expertise, then I refer them to the right person who can help. There are so many people around me that are supportive and that help to find the solution for the customer.
Every issue is taken on a case-by-case basis. Whether it’s an urgent need or just a general question, at the end of the day it’s all about making sure that we have a satisfied customer.