2020 CSR All-Stars: Sarah Hoffman, Kay Toledo Tag, a Div. of Ennis
Customer Service Representative
Kay Toledo Tag, a Div. of Ennis, Toledo, Ohio
Sarah Hoffman has dabbled in different lines of work throughout her professional career. She has helped in the deli department at supermarket giant Kroger. She was a prep cook at Cracker Barrel. She also professionally cleaned a local YMCA. But of all the titles she has held, “Mom” has meant the most—and motherhood is how she ended up in the print industry three years ago.
Being away on evenings and weekends, while parenting two young children, was taking a toll on Hoffman. She hoped to find a job that came with a traditional schedule and a closer commute. A customer service representative position at Kay Toledo Tag checked off all of Hoffman’s requirements and she has been employed at the trade printer ever since.
Hoffman has a smaller list of clients, though included in that group are some of the company’s longest-running patrons. She stays busy obtaining pricing, answering any product questions and providing the best experience she can.
Her Approach to Customer Service
My approach is to listen to the customer, find out exactly what it is that they are looking for and give them the best service that I can. Our customers come first, and we want them happy. We want them to continue to come to us and have a great experience every time they work with us.
How She Keeps Calm and Stays Inspired
I remember that our customers are the reason we are [here]. If it wasn’t for them, I wouldn’t be here. I stay inspired because I love what I do. I love knowing I have satisfied a customer and helped make their experience better.
How COVID-19 Has Changed Her Job
I have worked through the entire COVID-19 outbreak. I wouldn’t really say that my job has changed. We had a slow-down period, as most businesses did, but stayed open to service our customers that were open as well.
Why She Loves Her Job and the Industry
I love helping people and being here giving the best possible service I can give to my customers. I love to know my customers are satisfied and happy with me as a CSR. What I love the most about this industry is seeing the different styles of tags that we do and the different types of art that our customers come up with for their tags. We have done some very interesting and unique tags.
Her Proudest Career Achievement
My proudest moments would have to be satisfying the customer. We are here for them, and it’s about giving them the best experience possible.
Her Best Advice
If you’re feeling stressed or overwhelmed, just take a deep breath.
What She Does for Fun
I like to go home and spend time with my family and kids—relax, watch them play and just enjoy the smaller things in life.
Elise Hacking Carr is editor-in-chief/content director for Print+Promo magazine.