What makes for a strong company? Reliable products, good marketing, a solid sales team; all of those for sure, but what about after the sale? Many say how a company takes care of their customers, may be the truest measure of strength. If that holds true, then Chief has some serious power. Our customer service team is second to none, and you encounter it with every call.
Today we sit down with customer service representative and inside sales specialist, Katie Napier. If you have had the pleasure of speaking with Katie, you know that customer service is her top priority. She will talk to you about your day, music or the weather, all while she deciphers pages and pages of complicated parts sheets to get the info you need. So let's put a face(and some background) behind the voice.
Q: How long have you been with Chief?
Katie: I have been with Chief almost a year. I started in September of 2014.
Q: What do you enjoy about your job?
Katie: It seems like every day I learn something new about things I never imagined working with before. I had never even seen a frame rack before working at Chief, and now I’m looking at parts breakdowns and deciphering them. Also, I have always enjoyed talking to people and helping them. A huge part of my day is spent finding information for customers and helping to make more opportunities to do business with body shops all over the country. There is never a dull moment!
Q: What is your work background in?
Katie: I was an X-ray tech in the United States Air Force for 6 years, and a car salesperson for a short time after that. I believe that being in patient care in the military really helped mold my understanding for customer service. I started out doing things because I knew I had to, but when I could see the impact from helping people, I started doing things because I wanted to.
Q: What is one thing about working where you do that people may not know?
Katie: I think a lot of people that have never been to Madison, don’t realize how small it really is and have a misconception that we are some giant call center. Really, we are a small team that goes above and beyond to meet our customer’s needs.
Q: What is one of the biggest challenges to your job?
Katie: I'd say one of the biggest challenges to my job is all of the planning and problem solving that we do in the background for each individual account. Our customers don’t get to see all the footwork we really do to make sure they have their issues resolved or the information they need.
Q: During your work career or personal life what are you most proud of?
Katie: I am most proud of having served my country, and my beautiful daughter.
Q: What is one fun fact about you that people may not know?
Katie: I was an expert marksman in the Air Force with the M-9.
Q: What do you enjoy doing in your time away from work?
Katie: I enjoy spending time with my daughter, target shooting, playing volleyball, and playing the piano for my church. I try to watch NCAA volleyball and basketball games as much as I can and when I’m not doing any of those things, I am probably watching Netflix or Hulu.
Q: Are you a music person or a sports person?
Katie: Both! I love the Colts and Kentucky Basketball! #BigBlueNation! Also, I like to listen to Reggae, gospel, folk and bluegrass music.
Q: What product in Chief’s full line do you think is the most interesting or has the most to offer to the customer? Why?
Katie: The most interesting Chief product to me, would be the new PNP90 Rivet Gun. I have personally used this and it is an awesome little tool. Very maneuverable and easy to use, and it also seems to be one of the hottest topics in collision repair right now.