HCW Benefits Blog

Contributor:
Stephen Hungate, Administrative Assistant
Hill, Chesson & Woody

“Hello, my name is Stephen Hungate. I work for Hill, Chesson & Woody, an employee benefits consulting firm, where I’ve served as administrative assistant for ten months. Ah, yes…it’s been a good run. In today’s environment...wait. What’s that? You have everything you need? You’re tired of talking to me now? Well, alrighty then.”

And…cut!

That’s a typical day for me. Being an administrative assistant, you know what you are and you know what you’re not. You’re not a comedian. You’re not Rico Suave. You’re not the reason the person on the other line is calling.

But, you are the vehicle that moves the conversation from point A to point B. (Literally, by use of a transfer button. It’s awesome.) You’re necessary. And, it’s a good feeling to be necessary. The position requires you to engage clients and insurance carriers and, frankly, anyone who calls. That may sound daunting at first – building relationships over the phone with someone whom you’ve never met. But, ultimately, it’s a great gig. You just have to learn how to connect with the caller.

Everybody loves to harp on first impressions. Some people live by them; others feel they’re paid too much attention. Whether they keep you awake at night or not, the three or four seconds you spend meeting someone kick-starts the relationship and serves as a foundation on which to build. My advice? Relax. Be courteous. Be comfortable. Be confident. Be yourself. Make it your own. You’ll make it easier on the caller, and they’ll love you for it.

“Hello? Are you still there?”