2022 CSR All-Stars: Erin Wright, Pinnacle Branding
Customer Service Supervisor
Pinnacle Branding, Wilmington, North Carolina
In 2022, there is no typical day for a customer service supervisor. But for those around her, Erin Wright is the one constant.
As the support person for seven account managers, each with multiple clients, Wright has a knack for efficiency. She works with suppliers and shipping carriers to resolve the most stressful and time-sensitive issues, rarely bringing the matter to her direct report for escalation, as she can problem-solve independently, according to one of her two nominators. Perhaps, most importantly, is her ability to make an entire team laugh.
“[Erin] regularly sends out company-wide emails, starting a thread of cute animal picture or funny memes, and she helps initiate our regular virtual happy hours,” her nominator says. “As a fully remote team, having someone like her to keep us feeling connected is such an asset.”
As Wright tells it, she kind of fell into promotional products after a major life change led her to reflect and reestablish her career. A friend of a friend owned a small promo firm in Memphis, Tennessee, where she resides, and gave her a chance as an account coordinator. Since then, Wright has held many titles, including account manager and customer service representative, while advancing her professional goals. She joined the Pinnacle Branding team in October 2019 and earned her MASI certification in June 2020.
Wright looks forward to tackling big-picture issues and the countless emails that fill her inbox — her constant.
Her Approach to Customer Service
I try to be as proactive as possible. I do my best to anticipate any hiccups that might arise and plan accordingly. Unfortunately, that is not how the world is working at the moment.
Her First Instinct When Things Get Complicated
My initial reaction is always, “Just fix it.” Maintaining open communication with the vendors I work with makes this a lot easier. I try to keep in mind that as CSRs, we are the front line, so to speak, and often have to reach out to others for answers to problems.
What Pandemic Fallout Has Taught Her
I have learned that I need to work on my patience. I’ve had to learn to quickly pivot to find alternatives to meet our clients’ needs.
Her Proudest Career Achievement
As an account manager, working with a large nonprofit organization, it brought me great satisfaction knowing that my hard work and attention to details brought moments of joy to children and their families facing unimaginable circumstances.
Her Best Advice
Be patient, grow a thick skin and do not take any of it personally.
What She Does for Fun
At the moment, I am a football mom. Mondays and Fridays I am at the field watching games. Other days, I am a chauffeur to and from football practice. I’ll have my fun next season.
Elise Hacking Carr is editor-in-chief/content director for Print+Promo magazine.