Editor’s Note: Part of a series featuring average Jones Countians with interesting jobs.



Blackberries, PDAs and iPhones equipped with internet access. More sophisticated voicemail systems tied to computers and cell phones. At first glance, it would appear the increasing number of high-tech telecommunications tools would mean the demise of telephone answering services.

But in a tough business climate where businesses are looking for ways to stay in touch with valuable customers, the answering service business is growing as more people realize they still need people like Jill Skinner.

“Every business has access to great technology, but when it comes to providing customer service in today’s competitive market, you’ve got to have the human factor,” said Skinner, office manager and operator for Anew Answering Service in Laurel, located at 3830 Hwy. 15 N.

The growth of cellular phones and voicemail about 10 years ago raised concern among some about the future of answering services, but Skinner says the business has grown steadily during the eight years she’s been in the business.

Skinner said having a “real person” answer their business’ phones and listen to and solve crucial problems, places real value on a service many local businesses rely on “24/7, 365 days a year.”

For instance, to a utility company, apartment complex or medical office, the cost of paying someone to be there when they can’t is a crucial component of their customer service program, she said.

“Some companies may have tried to save money using computers to answer their phones as technology has improved,” said Skinner. “But, many people will hang up due to the annoyance of having to deal with an automated system or not having someone to immediately address their concerns. Most companies don’t want that to happen.”

Also, many busy professionals either don’t give out their cell phone numbers or don’t answer them during working hours. Instead, they need to focus on their jobs without the constant interruption of a ringing cell phone.

“When someone like a plumber or electrician is out in the field doing their job, they may get one call after another from clients asking for quotes or requesting service,” she said. “It’s more cost-effective for us to answer the call, log the issue and tell the customer someone will return the call. We are basically an extension of their office without the full-time staff and overhead.”

Then there are the calls too complicated for a computer or answering machine to handle. These include homeowners needing immediate assistance in restoring electricity or a plumber’s customer experiencing a property-damaging disaster.

One of her biggest tasks is dispatching electricians to the scene of fires. Electricity to a burning structure must be turned off before firemen can begin fighting a fire. Quick response to emergency calls such as this and making the right decision in other cases relies on the operator’s skill and training, Skinner said.

With the majority of the calls answered in two to three rings, Skinner can quickly assess a problem and have assistance dispatched to the scene within a few minutes. The computer screens at the work stations are fast, allowing her to review client protocol for handling emergencies and other situations at the touch of a button.

Also logged under each client’s name are offices hours, on-call staff member’s phone numbers and answers to other issues to resolve the client’s problem.

On a recent Saturday, Skinner reported to work at 3 a.m. By noon, she had answered over 200 calls related to just one situation — a motorist had run into a utility pole, causing it to break. As a result, power lines were down, shutting off power in a widespread area of the county.

Within minutes, her phone lines began to buzz as customers called to report the outage, ask for details on the accident and request information on when their power would be restored.

“This is one of those days when call volume is higher than normal,” she said, calmly answering several incoming calls in between sentences. “Whenever there’s bad weather or an accident like this, calls increase as people want to know what’s happened and how it will affect them.”

Other callers requested Skinner to dispatch a tow truck to assist with a law enforcement road block and vehicle accidents. Two sought to have their impounded cars returned from a towing company. Still another requested a utility serviceman to come out and restore service to their home.

“You never really know what you’re going to hear when you answer the phone,” said Skinner. “After awhile, you begin to enjoy the variety that comes with hearing a different question or request every couple of minutes.”

The company’s clients include a large public utility company, but also smaller family-owned businesses and independent contractors. Skinner and the other operators keep their clients’ businesses functioning even when they have closed up for the day. Business owners and managers can then enjoy their time off, knowing any issues that occur during the night will be taken care of and documented for their perusal in the morning.

“Some businesses want a detailed log of every call, the issues brought forth by the customer and our response,” she said. “We have a detailed database of everything we do, even for those companies that aren’t concerned about every single call. Our records are backed up in California, ensuring that if a disaster like Katrina ever strikes, they will be safe.”

Although the operators stay busy during the week and on weekends when businesses are typically closed, Skinner said weekdays are also hectic as she and others answer calls during regular business hours. It’s just one more way businesses can ensure they don’t miss even one call.

“Even full-time staff and secretaries have to go to lunch and take time off,” she said. “Many businesses realize the importance of having a ‘live voice’ answer during the noon hour or in the case of utility companies, during a weather emergency when phone lines typically get tied up. Losing even one customer can signify a lot of money for companies, especially small businesses.”

Skinner is preparing for an influx of calls as the Laurel Little Theatre prepares to stage another production. Anew handles reservations for the theatre’s shows. The days preceding a performance are “always very busy and hectic. Everyone wants to see those shows,” she said.

During a weekend afternoon, Skinner told callers the medical office they were trying to reach was closed and an appointment would need to be made on Monday. This particular medical office prefers to handle its own appointments, she said. However, they have peace of mind from knowing their customers are satisfied after talking to someone who can confirm their office hours and policies.

“Their customers are the most important thing,” said Skinner. “They don’t want them to listen to a machine that tells them to call back later. Reassuring the patient that, ‘yes, someone will take care of you at 8 a.m. on Monday’ means a lot to the office as well as the patient.’

By the end of her long shift at 4 p.m., Skinner says she’ll have logged several hundred calls ranging from those asking routine questions about a business’ office hours to those in dire need of assistance due to accidents and other misfortunes.

Skinner says being able to switch gears and go from answering basic questions to handling near-crisis situations is a skill only learned from years of experience.

“The most challenging part is dealing with callers who want me to immediately fix their problem or get something done at that exact moment,” she said. “I have to listen carefully to the real issue and pull out the information necessary to make the right decision. That can be difficult when a caller is yelling or even worse, using profanity.”

Skinner says those who are sensitive or don’t react well to pressure or criticism would be ill-suited for her job.

“When people are upset or in trouble, they can be verbally abusive,” she said. “You have to just listen and try to help. You can’t take it personally and if you do, you won’t be able to respond in the best way.”

Skinner said on-the-job confidentiality is a key component, both to callers’ needs and those of the companies she represents. She often hears personal information, but only uses it as a way to solve the problem.

“I hear about DUIs and accidents and also customers’ bills and financial issues,” she said. “I try to help if I can, but of course, the information goes no further when the call ends. Being discreet is crucial in this position.”

As she winds up a long day, Skinners takes comfort in knowing she’s helped a lot of people while manning the phone lines.

“I’ve dispatched a lot of tow trucks and while that might seem routine, those trucks were going to help others,” she said. “This morning, those that lost power needed to know what happened and be reassured it would be restored. Keeping one business from losing one customer or one sale makes it worthwhile. It’s been a pretty good day.”