customer service

Each fall, we celebrate the dedicated employees behind the phones and computer keystrokes who help our clients every day. Our Customer Service Groups (CSG) in Kansas City and San Diego make solving customers’ inquiries seem like magic. So this year’s theme “The Magic of Service,” was a fun and appropriate way to show our appreciation to this group for keeping our clients satisfied.

When clients or life insurance applicants contact us, our CSG groups convey the important and positive first impressions of ExamOne. With 70,000 calls per month, our team of more than 150 employees has to be very knowledgeable of all the product lines and services offered by ExamOne. Our teams pride themselves on providing quick and efficient customer service.

During Customer Service Week, we shared some of the compliments from happy clients.

“Sandra was excellent. It certainly makes my job a lot easier when we have a great team to work with.” – ExamOne client quote about Customer Service Representative Sandra Torres in San Diego

I have complete confidence in you and your abilities. You are a perfect example of excellence in customer service.” – ExamOne client quote about Regional Account Manager Rebecca Shady

Since they are such wizards when interacting with clients and applicants, a Harry Potter-inspired week of celebration, team building, and fun was a way to express the company’s appreciation for their dedication. You can see some of the entertaining ways San Diego celebrated in this video. And to read more quotes and get to know more about some of our magical Customer Service employees see our Facebook album.

In addition to our helpful CSG team members, ExamOne clients also have access to easy customer service online. They can check case status or place paramedical exam orders at ExamOne.com. ExamOne is committed to providing the answers to clients’ and applicants’ questions on the phone, online, and always with a touch of “magic”.

Last month, we featured our examiners who have “saved the day” during the life insurance application process. The personal interaction associated with health exams often makes examiners the “face” of ExamOne for the life insurance applicants. Now, we want to acknowledge more employees who could be considered the “ears” and “voice” of ExamOne.

Meet some of the dedicated customer service, sales, and operations employees who listen and talk to applicants and clients every day.

It’s a team effort in Fairfax, Virginia

Several separate nominations were received for employees working out of our Fairfax, Virginia ExamOne office.  “Everyone at the office does a fantastic job,” read one of the entries. Specifically, our Branch Manager DeAnte Adams, Customer Service Representative Yudith Ayala, and Sales Representative Tim Hershner received accolades.

“DeAnte is one of the most responsive people I’ve worked with. He provides his cell phone number to all agents and agency staff to reach him at any time.” – Life insurance agent

“My exam with Yudith could not have been easier. I really appreciate ExamOne’s flexibility and service! Thank you for making this exam happen with such efficiency and courtesy.” – Life insurance applicant

“Tim spends countless hours meeting with agents, listening to feedback. He tries to always accommodate the needs of our customers, no matter what. Because of this attention, we have heard lots of compliments from his clients. It also helps to keep applicants happy and moving forward with their policies. He will always take your call so he can quickly work to resolve any issues.”– Kellene Egan, Operations Manager

On-call customer service

Applicant and client needs don’t always stop at 5 p.m. We received examples of employees “saving the day,” or more accurately, “saving the night” when they went above and beyond after hours.

“I got a call on a Friday at about 10 minutes before 5 p.m. from an agent who needed an exam done that day. Branch Manager Brittany Sims juggled her schedule to get the exam done herself. She demonstrated unbelievable dedication to accommodate the agent’s and applicant’s request.” – John Ferguson, Sales Representative

“An issue came in after business hours via our Facebook page. Our Regional Account Manager Jim Van Ekeren, works later hours to be available for many of his clients on the West Coast. Since he was still in the office in the Midwest, he researched the situation and contacted the client’s Strategic Account Manager Carla Wiseman. The client was contacted that evening and provided an update. Our responsiveness and personal attention were greatly appreciated by the client.” – Andrew Patch, Marketing Manager

Life Insurance Awareness Month is focused on helping more families be protected with life insurance. However, it takes the behind-the-scenes dedication from our employees all year long to make their protection a reality. Thank you to our employees who play vital roles in helping give families peace of mind with life insurance coverage.

See more photos of our dedicated employees and some of the ways we celebrated their commitment to clients during Customer Service Week this year.