Meet the SmartSign customer service team: Michelle Marcial

Michelle Marcial is a customer service specialist at SmartSign and mom to SmartSign’s youngest model, four-year-old Aiden. A 3D cake decorator and long-time resident of New York’s most populous borough, Michelle is also known as our Brooklyn cake boss.

Charity: How long have you been at SmartSign?

Michelle: A little over a year. I actually started in sales for four months or so, but the team here noticed I wasn’t happy. So they moved me over to customer service, which I love.

Charity: I like that we don’t have management that would say, “It’s just not working out,” but instead, “Let’s find the perfect fit for you.” That says a lot about our company culture.

Michelle: Right, they gave me the option. The company is amazing; it’s an exceptional atmosphere. You work hard, and no one needs to hover behind you. It’s a friendly, awesome company to work for.

One of Michelle’s many masterful cake creations.

Charity: So, tell me a little more about your job. What does it mean to be a customer service specialist? What do you do throughout the day?

Michelle: In the morning, I come in and my manager, Stephany, assigns us emails that customers have sent. They might have a question, or they haven’t received what they wanted. We track things, fix things, and take care of all kinds of issues with both vendors and customers.

Charity: If people are calling because there’s a problem, how often would you say that they’re satisfied with your solution? How often do they walk away happy?

Michelle: Just about 100%. I feel it’s because we speak to them as real people. I’m not reading off an automated reply. I respond to the situation. If it’s a problem, I say, “I’m so sorry about that. Let’s see how we can fix this for you.”

Because that’s the way our system works, the customer service team is made up of people who have genuinely helpful personalities and want to make people feel comfortable and reassured. It genuinely makes me happy to hear someone say, “Thanks for taking care of this, Michelle.”

Charity: Do you ever contact people more than once? Because I assume that in customer service, you would usually just answer someone’s question and then never hear from them again.

Michelle: Sometimes we talk to the same people for weeks, depending on why they’re calling. I know some customers on a first-name basis, and they know exactly who I am. I personally like to contact them a lot, just so they know I’m getting their issue resolved: I haven’t just thrown it to the back burner. I’m getting it done as soon as I can.

Michelle’s son Aiden holds the undisputed title of SmartSign’s youngest and most adorable model.

Charity: Do you make a decision about how to contact people? Some people maybe prefer e-mail over phone calls. Do you get that feel from people when you make that decision?

Michelle: Yes. I personally start with an e-mail. People are often too busy to pick up a phone. With an email, they can answer on their own time. Also, it’s nice to have a paper trail so that both our team and the customer can easily look up details.

Charity: Does any particular person or interaction stand out in your memory?

Michelle: I remember one customer in particular who was very creative. She was ordering tags, placeholders, for her husband’s birthday party that weekend. She placed the order the same day she needed the items. It usually takes a few days for them to process orders, plus the production time. But she needed them as soon as possible.

I felt for her; especially because I love to do party planning too. So I said, “Okay, I’m going to call the vendor. I’m going to see how many packs they can send out right away.” The vendor happened to have some on hand: three, I think, exactly what she needed. I had her on hold as I got everything ready. Then I expedited her shipping for free to help her get the party ready on time.

She was so happy; she sent me an e-mail telling me that she was able to finish her placecards and the party went wonderfully. It was really nice.

Charity: You helped her pull off a special event! You said that you’re into party planning…what else do you do outside of work?

Michelle: I make 3D cakes…they call me the Brooklyn cake boss, haha. I can make animals and designs…my masterpiece was a minion, from the movie Despicable Me.

Charity: I bet your son Aiden liked that!

Michelle custom ordered these labels to make cookies look just like tiny pizzas for Aiden’s 4th birthday party.

Michelle: Yes! For his fourth birthday party, we had a pizza party themed celebration.. I decorated cookies to look like tiny pizzas. I ordered labels from SmartSign.

Charity: That’s so cute! Do you have any other SmartSign products?

Michelle: Yes! I have a mat for my dog–it’s one of the gel mats. It’s really soft and easy to clean, so it’s her bed. I also have an anti-fatigue mat for the kitchen, which is amazing.

I’d like to also make some of our signs into a table for my son. I’ll use our Children at Play signs, and I’ll make him some little stools too. Boris, the artist who made our signs into chairs, inspired me!

Charity: We would love to see pictures when they’re done! And now that I know you’re a baker, you’re in trouble, haha.

Michelle: Don’t worry, I like bringing goodies around the office.

Charity: I like the sound of that. Thanks, Michelle!

Michelle: Happy to.