You've had a lot of experience is Customer Service & Customer Success over your professional career -- What’s one part of your job at EZ-CRETE that people might be surprised to learn about?
There’s more to it than one might think. Before I became a customer service rep, I thought it was all about solving problems that customers are experiencing. However, it’s a job with vast responsibilities. You have to be knowledgeable in the products, their parts/accessories and applications, installation processes, lead times, builds, invoicing, logistics, etc.
Can you share a moment where you really felt proud of helping a customer?
It always feels good whenever we are able to help a customer out of a bind. Sometimes customers run out of products sooner than they anticipate. When we can come through for them, they really appreciate it. It’s a good feeling.
What’s your favorite EZ-CRETE product to talk about with customers, and why?
We haven’t had much traction with our newest product yet, but I’d love to talk to customers more about our TERRALOCK PAVER. I think it could be used in some creative and really aesthetically pleasing ways, and I can’t wait to see what people come up with.
If you could describe the EZ-CRETE team in three words, what would they be?
Goofy, dedicated, misfits.
What’s one “small win” that always makes your day better?
When I get home and my cats, Jim and Tina, come barreling to greet me — warms my heart.
What’s your go-to snack or drink to power through a busy day?
Chai tea to start the day and V8 energy to get past the 3 O’clock lull.
If you could swap jobs with anyone at EZ-CRETE for a day, who would it be and why?
I’d swap with Kate from marketing. I started my bachelor’s as a business major, then switched to psychology. Had I finished, I would’ve liked to find a way to combine the two disciplines. Marketing is one way to do that. I think it’d be exciting to better understand people’s thoughts/behaviors/trends and find practical applications for that knowledge.
What’s your favorite way to recharge after a long week?
I’m a big fan of brunch. Nothing beats sleeping in, followed by eggs benedict and mimosas.
What motivates you to show up every day and connect with customers?
This is going to sound crazy, but I like to work. I like to not work, too, of course, but everything in life is about balance. Spending my days helping customers on the phone or answering emails gives my free time more value. It keeps me feeling like a productive member of society as well, however small my impact may be.
What’s something you’ve learned recently—inside or outside of work—that surprised you?
Ancient Romans were skilled underwater craftsmen. They created an innovative, incredibly durable, “self-healing” concrete using lime and volcanic ash. When the volcanic ash comes in contact with salt water, it begins to cure, and continues to fortify with prolonged exposure. The self-healing properties come from the lime dissolving over time and recrystallizing in the cracks. There are many structures still standing today, after nearly two millennia. All done without power tools or serious breathing apparatuses.
What’s the best piece of advice you’ve ever received that guides your work today?
Work smarter, not harder.
What’s a song that always puts you in a good mood?
Suga Suga by Baby Bash. Every time.
If EZ-CRETE had a mascot, what would you name it?
Connie. Connie Crete.
If you go a free trip to anywhere in the world, where would you go and why? Who would you take with you? Or would you go solo?
Italy, hands down. Between the idyllic countryside, bustling cities with rich history, and breathtaking Amalfi Coast, every inch of Italy is enveloped in beauty I long to experience. Not to mention the food. My god, the food. I’d have to bring my fiance along with me, just so he could carry me back to the room after I happily slip into a food coma.