Life changes are emotional, and each person handles situations in their own way. These changes might include a transition to a new educational setting, or the start of a new job. Sometimes, change can provoke multiple simultaneous emotions (excitement, nervousness, joy, and anxiety) but each unfamiliar situation makes us better prepared for the future. Today, I will focus on my recent transition into the senior representative position, and will offer some strategies which helped me adapt to this opportunity.
Promotion to New Position
As you might recall, I recently passed a written and oral exam to become a senior customer service representative. In this position, I provide one-on-one guidance to over 120 call center representatives, assist with training new hires, and handle escalated customer calls. On March 3, my dream of advancement came to fruition as I began the position. The days leading up to the start of the new job were intense. I read the resource directory to ensure I was familiar with any policies which had been revised. I also talked with other senior representatives to learn their strategies for handling escalated calls. Database screens were enhanced so I brought home a study guide of JAWS commands to feel more comfortable with the specialized scripts which had been created. I knew receiving guidance from seasoned senior representatives, and becoming familiar with the database enhancements would make transitioning into the position less daunting.
Feelings When Starting New Position
On my first day, I felt a plethora of emotions. I was nervous as I wasn’t sure I had read the most useful portions of the training manual, or transcribed the correct information into braille. At the same time, I felt excited to be advancing at the company, and was grateful to have the adaptive tools needed to make advancement a reality. Finally, I felt deeply appreciative to managers and coworkers who graciously gave of their time to answer my questions and share their experiences.
Believe in Your Abilities!
Overall, the first week as a senior customer service representative went well. There were a few unexpected questions which I couldn’t immediately answer, but I collaborated with other departments to rectify those situations. Employees praised me for my thorough approach, and willingness to describe where I found the answer to their question so they can handle it themselves in the future. Words of encouragement from supervisors and coworkers helped me gain confidence and validated that I can perform the requirements of this position.
As you consider a transition, remember change can feel overwhelming. However, believing in your abilities, focusing on your strengths, and accepting constructive criticism will make any change easier to conquer.