The CSR Division: Making a Difference One Call at a Time

Making a difference isn’t just a slogan, it is a lifestyle and we live it every day that we come to work. It doesn’t have to be a grand gesture, small things everyday can make a big difference in our lives and most importantly, the lives of our customers. It all starts with the right attitude. Our Customer Service Representatives (CSR’s) bring a positive attitude to work every day and it builds the foundation for a great customer experience. When someone calls Malek, they always speak to a real person and we aim to connect to each one of our customers. We care what our customers have to say because listening is the best way to help. No matter how small the issue may seem to someone else, we take the time to help solve it.

In addition to helping our customers over the phone, we write thank you cards and make personalized warranty books for all of our new system installs. We take care of registering the equipment for our customers, one less thing to worry about forgetting. Our CSR division also likes to make unique gifts for our customers. Every day we work on helping our Malek Club Members to have a positive, worry-free experience. We send out personalized reminders via mail, email, and phone for bi-annual maintenance and renewals. We make care packages for each maintenance visit, and let me tell you they aren’t just filled with “junk!” All of the staff asks for one of their own! We are always looking for new ways to reach our customers in a positive and helpful way, because we truly care about all of our customers. This is why we work for Malek and why we love our jobs!

-Sabrina Hegefeld, CSR Director