The phones ring nonstop here at Bourne’s Energy! As someone who often picks up that phone, Kaylyn Bohannon is well aware that it’s just part of life when working in customer service for an energy company. She spends a lot of time taking delivery calls, but one of the first things that came up in our discussion was how rewarding it feels to help a customer out of a tricky situation and be able to address someone’s need on the phone quickly.
April: What office do you work out of, Kaylyn?
Kaylyn: I’ve been working for Bourne’s Energy in Morrisville for about a year and a half now.
April: What do you like about your position with the company?
Kaylyn: It’s NEVER boring. Every day is something new, and you are literally always busy here. It’s great. Talking to customers is really rewarding, and I also enjoy training other employees.
April: Can you share a piece of advice you’ve given other employees you’re training?
Kaylyn: I’m not sure if it’s advice, but I always tell employees that there’s a method to the madness here. It may seem like we spend a ton of time training up front, but that training pays off in the end. Well-trained employees are more confident and secure in their knowledge and better equipped to empower themselves and others. It’s a win-win for everyone. However, on the flip side, it’s impossible to know everything in this industry. You simply can’t learn it all. Every situation is different. People call in with different equipment or unique situations in their homes. The training isn’t to teach the answer to every question, but rather to give the employee a deep knowledge base that makes them feel confident in how to source the information needed.
April: Wow, that’s a great way to look at it. I know from a marketing perspective, I’m always trying to pick your team’s brain to find the easy details that will empower customers to find some information on their own too, maybe here on our website or to send out in an email.
Kaylyn: That’s definitely helpful. One thing I wish customers understood more readily is that even if our conversation with them is only 2 minutes or 5 minutes, that’s rarely where the work for them ends. Our team almost always needs to continue working on that customer’s behalf, whether that involves setting up a work order, updating their account, connecting with another department, or researching their specific equipment to address a question they have. SO MUCH happens after that phone hangs up. So everyone should show each other grace. The call volume is really high, but we’re doing our best. Sometimes, the best course of action and the quickest way to resolve an issue is to leave a message and let us take care of it offline before we connect with you again.
April: That’s great advice. So, given all that, what’s your favorite part of working for Bourne’s Energy?
Kaylyn: I love the team here. And I love that we are so close that we’re able to come in and have fun every day. Even though the work can be challenging and the phone never stops ringing, we can get someone’s heat back on or find a way to squeeze in an emergency delivery and then laugh with my co-workers in the next breath. It makes a world of difference when you can go into work and have a good time. I also really like knowing that if I have a concern or there’s a problem somewhere, it will be addressed here. The Bourne’s Energy team listens, and they really care. It’s just a great place to work.
April: Ahhh, that’s so great to hear! Love this place. Ok so let’s do some rapid-fire questions! Coffee or tea?
Kaylyn: Coffee for sure!
April: Book or movie?
Kaylyn: Books! I love to read and read just about anything.
April: Best place you’ve been or want to go.
Kaylyn: I’d really love to get to Italy someday. My favorite place to go is North Carolina.
April: Pets?
Kaylyn: Oh yes, a dog and two cats.
April: Oh goodness, I guess I should have asked about the family before pets! 🤦♀️ Well, pets are part of the family so it’s ok right?
Kaylyn: Haha, yes. I have a husband and three kids, ages 14, 10, and the youngest just turned 7. They keep me very busy.
April: Morning person or night owl.
Kaylyn: Night owl!
Well, there you have it, friends! We sure are lucky to have Kaylyn on our team here at Bourne’s Energy. The next time you get her on the phone, be sure to ask her what book she’s reading. And remember what she said…..”We’re doing our best here. Leave us a message and we’ll get back to you as quick as we can, promise!”