JANUARY 2024
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“Great "Great acts are made up of small deeds.” deeds." — Unknown
I N TH IS ISSU E: TALENT AMBASSADORS PEAK PERFORMANCE EDUCATION DAY IN THIS TOGETHER CUSTOM CAMBRIA PARTY PLANS MADE EASY BRING US YOUR NEWS FROM CONCEPT TO CREATION THANK YOU FOR YOUR SERVICE
WINTER
2024 U S A & C A N A DA
Answering the Call CAMBRIA CUSTOMER CARE AIMS FOR EXCELLENCE IN WHITE-GLOVE CONCIERGE SERVICE. ANGELA JOHNSON Providing exceptional customer service has always been a top priority at Cambria. One of the most critical ways we deliver on that commitment is through Cambria Customer Care (CCC). This is our team of specially trained contact center professionals who are truly the frontline ambassadors of our brand. CCC manages thousands of calls per year with the white-glove concierge service expected from the leader in quartz countertops. Like much of Cambria, CCC has experienced tremendous growth and change over the years. In the early 2000s, Brian Braun, who is now a General Sales Manager, was one of only two people answering phones at Cambria. “I didn’t have any customer service background outside of sales,” says Braun. “We were a small group, truly a startup, more like receptionists than customer service because [Cambria] was so new. The calls were mostly from consumers, dealers, and people interested in fabricating Cambria. They asked, ‘How do we BY
find Cambria?’ Or ‘Where do we purchase it?’” That original team quickly grew and began to develop specific structure and expertise, along with an official title—Cambria Customer Care. Then in 2005, a nationwide promotion by renowned radio broadcaster Paul Harvey hit the radio waves and just like that, this little group was inundated with calls from people curious about Cambria. Fast-forward 20 years, and not only is CCC three times larger, it’s equipped with technology and training to aid in handling all types of calls. Today, CCC takes or makes 100,000 calls per year. Inquiries range from consumer questions about our beautiful designs, to questions from pros that need to track orders or to get help navigating The CambriaExchange. Internally, CCC supports Cambria employees with many needs. All the while, each CCC team member navigates four distinct business system platforms using three separate computer screens—their efforts seamlessly
The in-demand skill set of Cambria Customer Care representatives means many of these well-trained team members are promoted internally like April Lemmer, pictured above, who began her career in CCC and has since advanced to leverage all that she learned there.
interconnected by an overhead digital wallboard that allows the ability to monitor call volume and manage workflow. If calls are in queue and the whole team is busy, a light on the wallboard begins to blink red and a “ding,” barely audible to anyone else, is heard by these service pros who take immediate action to prioritize those calls. The team’s goal is to answer every call in under 60 seconds. Typically, CCC answers calls in under 17 seconds—there is no
automated voice response asking callers to press numbers to get answers. Each call is routed to a person. Senior Services Manager Chris Donaldson has been with Cambria for eight years and oversees CCC. He says, “In the world of contact centers, answering calls that quickly is absolutely Herculean. When I tell other contact center managers our metrics, they don’t think it’s real.” STORY CONTINUED ON PG. 4 >>
Talent Ambassadors EMPLOYEES REFER FRIENDS AND FAMILY TO WORK FOR CAMBRIA. It only makes sense that satisfied employees would encourage their friends and family to apply for open positions where they work. That means when it comes to attracting new talent, current employees are some of the best company advocates. In fact, employees from across Cambria BY ANGELA JOHNSON
Alyssa Monarrez, Sales Assistant, referred two people at the Los Angeles SDC. (From left to right) Rebeca Hernandez, Showroom Coordinator; Alyssa Monarrez, Sales Assistant; Valeria Graneros, Inside Sales Lead
country—from operations to sales and business services—help those in search of opportunities find careers at Cambria. There have been some impressive levels of referrals with a handful of Cambria employees having STORY CONTINUED ON PG. 4 >>
