River City 6: Michele York
Executive Answering Service is a locally owned and operated business that has provided live telephone answering service, call center service, emergency dispatch, and order entry–all with excellent customer service–for over 40 years. The company currently serves more than 500 customers, both locally and nationally, including clients that range from independent, freelance home offices and small businesses to large corporations and medical offices with high call volumes. Michele York is the Client Account Manager for Executive Answering Service.
How did you get started in the business? – In September of 2000 I was hired as an evening telephone operator. Since, I have held the title of lead operator, team leader, shift supervisor, senior manager, and now client account manager.
What has been the biggest challenge you’ve faced professionally? – Staying ahead of technology in the ever changing world of communication and HIPPA laws/requirements.
What has been your most important achievement professionally? – I am the most senior employee, managing the day-to-day operation and reporting directly to the president/owner Megan Lipert-Murphy. I feel that my excellent customer service skills and consistent problem resolution relating to a wide variety of unique situations have made me an asset to the company and especially to each client we service. I hire, train, and manage 20-25 operators handling thousands of calls monthly for a wide variety of clients. I am responsible for sales and acquisition of new clients as well as ongoing customer service for all existing clients.
Tell us a little about your family. – I am married to my wonderful husband Judson and we have two amazing sons, Tyler (20) and Ethan (16). We have a 4 year old Yorkie so that someone is always happy I’ve come home!
What do you see as one of the biggest turning points in your life? – Having children! There is nothing more life changing, or fulfilling, than being responsible for someone else’s every need. Nothing is more important than my husband and children.
What is your favorite thing to do on a day off? – Spending time with family. I love to read, craft, and attend my children’s games, performances and activities.
What are you the most proud of? – Definitely my sons! Tyler has just moved out on his own, is working full-time, going to school full-time, and engaged to his beautiful fiancée Kylie. Ethan is a high school junior, varsity football player, on the honor roll and incredibly socially active! There is nothing more fulfilling than your children becoming happy, successful and contributing members of society.
What is the best piece of advice you’ve ever received? – Don’t just hear – listen. Don’t just see – understand.
If you could have a super power, what would it be? – I would like to have a crystal ball to have the ability to see if my clients were occupied prior to my call. I really dislike interrupting my clients’ personal lives, showers, weddings, funerals, and surgeries!
If you could have dinner with one famous person from the past or present, who would it be? – Though definitely not famous, I would love to have a visit from heaven – my grandmother.