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The Voice on the Line
Tatyana, a customer contact specialist, shares her passion for helping customers and how her role is integral to our daily operations.
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Tatyana, a customer contact specialist and her passion for helping customers
Tatyana, a customer contact specialist II for Dominion Energy, helps customers get the information they need while leading with compassion.
For 6 years I worked as a retail store manager. I knew I enjoyed the customer service aspect of my job, but I wanted a change of pace. I decided to venture out from my comfort zone and applied for a call center job. I started in May 2022 as a contractor and transitioned to a full-time employee a year later. It truly has been one the best decisions I have made.
I assist customers who call in with questions, whether it’s about starting or stopping services, bill details, or those who have questions about accessing their online account. We are the first people customers talk to, so we really set the tone for the rest of their experience with Dominion Energy. We always try to make reasonable decisions that benefit our customers and strive to make our customer experience better. We are customers too, so we listen to everyone, and problem solve for how we can do better.
“It is our job to make sure our customers receive the best customer service while providing them with helpful, accurate information.”
Whenever we have a major storm, we are very much an essential part of storm response. We are the ones answering calls and questions about how to report an outage, downed lines, estimated restoration times (ETRs), broken poles and more. We all know what an inconvenience it can be when your power goes out – so I really enjoy helping customers report their outages to get their power restored as quickly as possible.
Honestly, the best part about my job is helping our customers. Hearing a customer on the line with a certain tone and then hearing a smile on their face by the end of the call – that makes me love what I do. I answer the phone with a positive and compassionate attitude, and I think that can really make a difference in someone's day.
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