2022 CSR All-Stars: Ruth Roome, Printegra, a Div. of Ennis Inc.
Customer Service Representative
Printegra, a Div. of Ennis Inc., Fairport, New York
With all the technological advances of digital mediums, there is something about the beauty of print that can’t be replaced. Sometimes, it’s in the design; other times, it’s about words on a page or watching old-world craftsmanship come to life. For Ruth Roome, it’s all of the above. So, she took what started out as an enjoyable hobby and turned it into a successful career.
Roome, a self-described “avid reader,” was fresh out of high school and eager to learn more about the production process behind the books that brought her such joy. She landed a job at a local book printer, working as a data entry operator — a role she held for 23 years until the company decided to move its customer service division out of state. Roome weighed her options. Her husband had a good career, and her two daughters were established in their schools. Uprooting her family wasn’t the right decision.
Because she enjoyed her work, she hoped to continue in a similar path. A customer service position at Printegra gave her that opportunity, and she’s now celebrating 25 years of employment with the supplier. Roome’s teammates — and the hundreds of distributors she supports — have benefited from her experience, dedication and “lightning-fast” response times.
“Being a great customer service rep is more than just checking off the boxes on a given task,” says her nominator. “The relationships that are developed, and the manner in which they are maintained, become the true lifeblood of a customer service rep’s success. ... Ruth has maintained the human element within our industry and reversed the all-too-often low expectations of what to expect when seeking customer [service].”
Her Approach to Customer Service
Be professional, understand what the customer’s wants and needs are, and be patient and empathetic.
Her First Instinct When Things Get Complicated
I focus on listening to what the customer is saying to help resolve the situation in a timely, professional manner and approach one task at a time.
What Pandemic Fallout Has Taught Her
Working together as a team is essential — even more so during these challenging times — being dependable and reliable to support each other.
Her Proudest Career Achievement
I am proud that I have developed a strong rapport with many distributors that I deal with throughout the years, and because I am dependable and reliable, we have a good working relationship.
Her Best Advice
Communicate and ask questions, be patient and dependable, and don’t take things personally.
What She Does for Fun
I like to spend time with my family, crochet, read, watch college basketball, and go on hikes and walks.
Elise Hacking Carr is editor-in-chief/content director for Print+Promo magazine.