Ever wonder what it’s like for our ScholarNet team members who support you every day?
This glimpse at Senior Marketing Associate Matt Lehmann’s day is all about providing customers with the best service and support possible.
8:00 a.m. Coffee… always start with coffee…
8:05 a.m. Matt connects with you on LinkedIn, sharing articles he thinks you’ll find interesting and responding to any of your messages or comments. He also takes a moment to wish his connections a happy anniversary or happy birthday on their special day.
8:30 a.m. Next up, returning your emails and voicemails from the previous evening. Matt never wants customers to have to wait more than 24 hours to hear back from him. You have important questions, and he has valuable insight and support to help you.
And for those customers currently going through the setup process, Matt continues to work closely with them to get them up and running with ScholarNet or FastChoice within 10 business days. When a requested live date comes up, Matt will set up meetings and demos to ensure new customers have everything they need to get set up smoothly and quickly.
9:30 a.m. Time for that second cup… or pot… but who’s counting?
9:35 a.m. Matt likes to stay on top of finding opportunities to meet with you in person, and state and regional conferences are just the ticket. So each morning Matt checks to see if there any available conference registrations open. If there are, he jumps on the opportunities right away to ensure he can exhibit as ScholarNet and connect with you in the near future face-to-face!
10:00 a.m. In Matt’s territory, this is about the time new emails and calls start arriving. From here on out, Matt is working closely with each customer that reaches out to him to answer their questions. This is the most time consuming part of Matt’s day, but also the most fun! Matt never knows what the next call or email will bring, and he looks forward to the challenges his customers and future customers come to him with, as well as providing them with the best service possible.
As Matt helps people throughout the day, he’s also making sure he’s tracking all of the contact he has with you. Why? Well this way we can better identify repeat issues or concerns, and, it helps Matt figure out the last time he connected with you.
12:00 p.m. Lunch! Sometimes Matt likes to be old school with some Ramen and Mountain Dew—it makes him feel young again!
12:30 p.m. Matt continues to address new emails and calls from you. In between, he’s also holding training sessions for those who are new, have new staff, or just need a refresher. While Matt does these one-on-one sessions as needed, he also holds scheduled, twice monthly webinars. It’s one of Matt’s favorite things to do—showing customers how easy their private loan processing is going to be now that they have ScholarNet!
3:00 p.m. Phew! It’s time for a little break. Oreos are totally one of the basic food groups, right?
3:05 p.m. As Matt winds down his day, he’s also reaching out to customers who he just wants to check in on. It’s important to reach out to those that may not be asking questions, too, because Matt knows how busy your office can be. Sometimes a gentle nudge is what you need to get that opportunity to connect and get answers.
6:00 p.m. It’s time to call it a day. But don’t worry, because Matt will be ready bright and early the next morning to do it all again… with a big pot of coffee all ready to go!
You can learn more about our Sales & Marketing Team or contact our expert Client Services team any time for info and assistance. If you have general questions or suggestions, you can also email us at email@example.com; we’d love to hear from you!