We are now deep into the month of September, and we are looking towards the busiest time of the year at SilverTowne. Our preparation for the holiday season has already begun as Halloween, Thanksgiving, and Christmas take the spotlight to round out the year. With the busyness of the season comes the likelihood that our phones will be ringing more than usual, right through to our Customer Service department. As the catalyst between point A to point B when it comes to placing an order via phone or website, our girls in the back are the link in the chain that must remain intact for the completion of any successful purchasing experience from us.
As part of our 75th anniversary celebration, we will continue to introduce you, department by department, to the team of people that maintain and operate this small town, big business. Our Customer Service team is experienced and ready to help facilitate any questions or concerns.
Brittany – Head of Call Center Operations
With over 50 years combined, the team of representatives in our Customer Service department are the point of contact for customers for both SilverTowne and our subsidiary company, The Coin Vault. Any smart business knows that quality customer service is a necessity when operating on any scale, but especially on a much larger one.
“Quality customer service helps establish long-term relationships with our customers, which in turn can lead to loyalty,” said Brittany. “We have customers that call in just to check on us, talk to us, or tell us something going on in their lives. We truly care about our customers, and I think that translates into any aspect of our job. That trust translates into the overall purchasing experience for them, which again, leads to that loyalty and longstanding relationship.”
Brittany, who leads the charge in all call center operations, looks over the six-member team: Cindy, Brooke, Cheryl, Pam, and Heather. If you are a regular customer, we are sure that you have spoken to one of these ladies. As a SilverTowne customer, Cindy or Cheryl have most likely helped you. If you are a frequent flyer of The Coin Vault television program, Brooke, Pam, or Heather have assisted you to some capacity.
Cindy, Cheryl, Brooke, Pam, & Heather – Customer Service Representatives
“There isn’t much of a difference between companies when it comes to the CSR position itself, but we do have to approach some things differently because of the contrast in products that we offer on each side,” Brittany stated.
“SilverTowne deals with mainly bullion and really sort of attracts the investors,” Cindy said, “but also now that we have really shifted our special occasion bullion pieces into this incredible gift giving opportunity, more and more customers are realizing that there is more to it than the investment side. There are special designs for every occasion you can think of and with the gift packaging and engraving options, the idea of gifting silver in this way has attracted customers with more than just investment on their mind.”
“I also think SilverTowne customer service differs a little from The Coin Vault in that 90% of what we do is order placing and 10% support service or after service,” Cheryl added.
“The Coin Vault primarily deals with the numismatic side of the business and attracts hobbyists,” said Brooke. “Collectors approach numismatics differently in that sometimes there is a story or emotion attached to their purchases. Other times it's the excitement that attracts them to certain products. And then there is everything in between.”
Besides attending to customer needs, they also lend a helping hand to other departments when needed.
“We work closely the Preferred Customer Division (The Coin Vault) in helping their customers with customer service needs,” stated Pam. “We also help the shipping department during busy seasons and sometimes even assist in answering the phones during the live show at night when they are short staffed even after being here all day.”
“Accounting may need more information from customers, so we also help them gather all of that,” Heather added. “Fulfillment sometimes can be so backed up from orders and product placement that they get behind building certain items that need several difference pieces. We help there when we can as well.”
“We try to help out as much as we can whenever and wherever possible so that the process is smooth for our customers,” Brittany said.
Circling back to our small town, big business nature, our small but mighty team brings to their job something you just cannot teach: Midwest charm.
“We greet every call with a friendly, down-to-earth, welcoming nature,” Brittany boasts. “We love talking to our customers whether it be placing orders, finding products, giving recommendations, taking suggestions, helping with a concern, tracking packages, and making sure their experience is pleasant. We want them to feel taken care of.”
