Inside Hover: Joey, Customer Service

Posted on January 11, 2013 by in Blog, Inside Hover,

Have you ever wondered who makes things work, tweets or answers the phones here at Hover? In the next weeks we’ll be going behind the avatars and screen names, and delving deep into the world of Hover!

This week: Customer Service Advisor Joey Fascio

This is Joey. He’s apart of the wonderful Customer Service team here at Hover. If you’ve called in or sent us an email to help@hover.com, you’ve probably talked to him or one of his friendly colleagues. Here’s what he has to say about daily life at Hover:

What does a typical day look like for the Hover Customer Service team?
A day at Hover is a day like no other. Each day is a new experience full of interesting situations and amazing customers. We receive hundreds of emails, phone calls and tweets from our customers to assist with domain registrations, transfers, renewals and email support.
It’s exciting for us to hear from our customers. We don’t run off script or templates. We are actual humans who love to hear from you. We even have full-on conversations about other things outside of your domains or email, like travelling, technology and hobbies.

What makes Hover different from other places you’ve worked at?
It’s a retail environment like no other. Hover opens the door to top tier customer service. Fostering relationships and customer satisfaction. When a customer joins Hover, they are not just getting a domain or email, they are becoming apart of our family. We treat them as such. We often get calls from customers looking for Hoover. It is alway fun to speak to them. We’ve had cases where we even offered troubleshooting support for their vacuum. No joke! What other company do you know that would go out of their way to assist you with something outside of the services they offer.

What’s the weirdest/strangest/craziest thing that’s happened to you while at work?
The craziest thing that happened to me was when a customer called in looking for Hoover. I explained to them that we are a domain registrar, and they continued on with their questions about their Vacuum. They wanted to buy accessories for it. I offered to transfer them to Hoover’s Customer support line, but they wanted to continue speaking with me because we actually answer the phone within 20 seconds and we did not have an automated system.
I played along. I went onto Hoover’s website with them, walked them through the different accessories and even assisted them through the checkout process. As strange and crazy as it was, I was happy to do it. It made their day and gave me a great story to tell.

In your opinion, what makes Hover a great place to work?
Definitely the people. Every person here is very much like me. Dedicated to our customers and brand. We are all tech geeks who love the internet. Everyone is approachable and eager to help one another. We are open and honest about what we do and never try to cover up our mistakes. It is rare to find this quality in a work environment.

If you could describe your job in one word, what would it be?
Amazing!