The People of Fallon Solutions: Melissa

Meet our Customer Service Representative (CSR) Mel and find out more about what it is like to work as a CSR at Fallon Solutions, the most important part of her job & what skills from being a mum she can apply to her role.

The People of Fallon Solutions: Melissa – video transcript

Do you have a favourite TV show?
My favourite TV show would be Friends because it just reminds me of normal everyday life.

How long have you been at Fallon Solutions?
I’ve been at Fallon’s for just under a year.

What is your role at Fallon Solutions?
My role at Fallons is I’m a Customer Service Representative, so a CSR. So I’m first point of contact at Fallon Solutions. You can contact us through a chat, email, and on the phone and my job is to reassure you and help you find the best solution to your issue. Like we have a lot of people that call up and they’re in a panic because they have no power or their hot water system’s just burst or something, and I need to reassure them and be here and let them know that it’s going to be okay and we’ll get somebody out there.

What’s the most important part of your role?
It’s really important because the customer needs to know that they’re their needs and being met and that they’re being heard and that we’re not just there to just you know you’re not just another booking to us. It’s we’re coming out there to help you, we care about your house, we care about your needs and just to make sure that yeah they’re looked after.

Are there any skills from being a mum that you can apply to your role as a CSR at Fallon?
Skills are from being a mum and working at Fallon’s – time management. Listening skills.

What is the most important aspect of your role?
Every one of our customers is important because they’ve taken the time to call us and we’re thankful for that and you know, we’re thankful that they’re becoming a Fallon family member. And you know, they don’t have to book with us but they choose to and that’s what’s important to me so that’s why every time I answer the call I give them the time of day because they gave us the time of day.