I’ve been at my customer care job for almost a year and a half. And in that time, there have been a lot of changes for me. I started part-time and doing 2 different types of jobs. That transitioned to just doing one of those jobs. And then that went from part-time to full-time. And while this isn’t a job change, I did also recently go from hourly to a salary which also came with a bit of a raise. All of these changes have been positive things and have been connected to me being better at my job and some increasing responsibilities.
And one of the good things about the company I work for is that it is growing very rapidly. When I started, we had a fraction of the clients we have now. And with more clients, there is a lot more work. But as I’ve been working, I’ve noticed a lot of things outside of working directly with clients that needed to be handled by someone and I couldn’t necessarily take on those tasks because of my regular work. So at the end of last year, I put together a job proposal for a new position at the company that would be more administrative focused and less work directly with customers. And I was told at the beginning of this year that I was going to start transitioning to that job.
Originally, the idea was that I would split my time up and do the administrative work for part of my day and my regular customer care work for the other part of the day. But I think the executives at the company have realized how much more work the administrative side would be if we wanted to be as efficient of a company as possible. So this week in a meeting, it was discussed that hopefully within a month or two, I would no longer be doing any direct customer care work and just the administrative tasks. That would still involve helping the clients, but it would be more of the back-end work setting up systems and less of directly answering their questions. Once I transition into the administrative role fully, I probably won’t have any direct interaction with clients other than possibly sending them some of our standard onboarding follow-up messages.
This will be a pretty drastic change, but I’m excited about it. While I have liked working the variety of customer service type jobs that I’ve had for a long time, it can also be a bit draining. It’s tough when a customer is upset with you over something that is outside of your control. Or have dozens of people ask the same thing and have to find new ways to say the same answer. I have this same issue at my box office job, but I’m only working that job a few hours a day compared to full-time work with this job. And I have been able to handle the stress, but I think it will be nice to have work that isn’t as time-sensitive and I can find the best workflow for me to get the work done instead of having to be extremely mindful of doing everything in an order that may not make sense to me.
And as I have said before in other aspects of my life, I like to feel helpful and that gives me a purpose. And the tasks I’ll be doing in the administrative role will be things to help the customer care team to be as successful as possible in responding to clients as they ask them questions directly. These are things that I wish had been set up for me to have available as I’ve been working. And I will also help in creating some new systems we are having made for the company to make things easier for us. I’ve never worked a lot in these behind-the-scenes types of positions, but I have always had ideas of how we could change things to make them better for us. And soon, I’ll have that exact opportunity and be able to be a voice for the rest of the customer care team to make sure they get what they need out of the sites we use for work every day.
I’m not fully doing the new job yet, but I’m only doing an hour or two a day right now of the old customer care work and then the rest of my day is starting to do the types of tasks I’ll be doing for the new job. Right now, it’s focused a lot on correcting and updating things that were never done before. And I had wanted these things to be fixed but I couldn’t step away from helping clients to do them. So I’m glad I have this time to do them now.
And once I’m fully in the new job, I do hope I’ll have a bit more flexibility with things. I haven’t needed that flexibility yet, but I do want to start planning to do things like go to Tahoe to see my family or maybe have a weekend away with friends. And I just haven’t felt that freedom yet (both from my work situation and being worried about the pandemic). But I hope that this new job responsibility will be the perfect thing to help me get set up for what will be my full post-pandemic life.
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