At Simplicity VoIP, one of our differentiators is customer service. Our client’s experiences are very important to us. Our US based team is available clients 24 hours a day for 365 days a year.
Another priority of ours is to be there for our customers in real-time, especially if they are having service issues. We aim to handle questions and requests immediately if at all possible. This is in stark contrast to our competition’s trouble ticket system.
This month, as part of our ongoing series highlighting members of our team, we wanted to sit down with Krissy Hopkins our newest team member but one who has many years of service specifically with Verizon.
Q: How long have you been with our company?
A: I have been with Comtel/Simplicity for about one and a half years. Recently, I just moved into a full-time role.
Q: What was your first job in telecom?
A: Working for my dad, National ComNet Services. (NCS)
Q: What do you do exactly in your current role as a client services team member?
A: I answer calls, open trouble tickets, repair or billing tickets, quoting, ordering, order fulfillment.
Q: What is a normal day for you like?
A: Every day, I work on both the Simplicity & Comtel sides of the business - checking on tickets, answering calls, provisioning new Simplicity circuits, setting up billing, and assisting with conversions.
Q: What would you say is the most stressful part about your job?
A: I would say things get a bit stressful when we get a lot of calls all at once. It can be hectic answering the phone, trying to put in the service tickets, and then taking the next call. It is incredibly important to keep up with each caller and their specific needs.
Q: What is your favorite part about this job?
A: I enjoy the people and the variety - just with the day to day calls there is always something different.
Q: So, you work with your Dad? How is that?
A: Working with my Dad is definitely unique. We have developed a built-in short hand. But it can be oil and water sometimes. I have been working with my dad probably since 2012.
Q: What are the most common questions you are asked by clients?
A: Recently, the most prevalent question has been how to log-in to the new Simplicity VoIP portal because it’s a new. The next frequent questions are how to update and change extensions on the phone system.
Q: What is your favorite Comtel tradition, event, etc.?
A: The Christmas party is my favorite for sure.
Q: Is there anything you would like to share about your time at Comtel/Simplicity?
A: Since I am based out of Virginia Beach, I especially like when I get to come up to the Richmond office. It’s nice to see everybody that I talk to and work with on a daily basis!
Simplicity VoIP, based in Richmond, VA, provides hosted PBX, VoIP and business telephone solutions nationally to small, medium, and enterprise-level businesses for a comprehensive unified communications experience. It’s Class 5 geo-redundant VoIP platform is offered in addition to fax-to-email, phones and equipment, and managed services. Named as Richmond’s 11th fastest growing company by Richmond BizSense in 2018, Simplicity VoIP’s key to success is its on-site service, installation and training supported 24/7/365 by a world-class client services team.