2019 CSR All-Stars: Margie Arena, AmeriPrint Corporation

MARGIE ARENA
Customer Service and Office Manager
AmeriPrint Corporation, Harvard, Ill.

At AmeriPrint Corporation, everyone knows Margie Arena. Filled with heart, positivity and high-energy charm, the 12-year veteran is able to put a smile on even the toughest client’s face. She’s also one of the first people to volunteer her services, even if the job isn’t part of her role. After taking a break from the corporate world to focus on raising her four sons, Arena was ready to reenter the workforce. She started by working for an ink company for about a year, followed by an insurance company. It wasn’t easy rediscovering her passion, so she enlisted the help of a staffing agency that placed her in the accounting department at AmeriPrint, where she spent the next five years. Arena then dabbled in order entry for the trade printer before moving into her current role. Together with her coworkers, she assists more than 1,000 active customers.

A typical day: I like to wear many hats—whether working under the owners doing any administrative tasks to working as a team with the girls in the office, from customer service to collections to accounting. I enjoy the options and even helping out the bindery department. I like multitasking. Collections is my favorite, and I have learned a lot of history about my customers.

Her approach to customer service: I have always answered the phones with a positive attitude. I give off great phone vibes and energy to [whoever is on] the other end of the line. I am always willing to help in any way I can, and will never end the call without feeling the smile or a “thank you, I’m satisfied.”

How she keeps calm and stays inspired: I always keep a positive attitude. Sometimes, I think the person on the other end of the phone line helps me pay my bills, and because of them I’m needed at AmeriPrint. Other times, I need to kill with kindness, and it gets me far.

Why she loves her job and the industry: I love making people happy and going above and beyond my job duties.

Her proudest career achievement: I am most proud of the relationships that I have earned with my people. I have gone out with a lot of customers for just a friends night out, which [may include] dinner or lunch, or a [trip] to the racetrack. AmeriPrint has given me [the opportunity to build] a lot of relationships.

Her best advice: Be aware of what the customer wants, and create a solution. Let them be heard. Listen to the customer. Heated customers need to vent. Empathize with the customer. I let them be understood—let them know that you are sorry. I also let them know that they are important. You are the face of the company, so [offer] service with a smile, always follow up with the customer, confirm they are happy, ask for their phone number or email and reach back out to them.

What she does for fun: I like to go golfing and shopping, and I enjoy visiting family in Hawaii.

Read the complete CSR All-Stars feature here.