Since joining us in 2015, Virginia Grimaldi has played a crucial role in upholding QualityDOS’ excellent service as the Customer Support Team Manager.
Despite the uncertainty following 2020, Virginia has continued to provide reliable support and care to streamline operations for both clients and her coworkers each day. Today, we sit down with Virginia to talk about her experiences, memories, and thoughts while working at QualityDOS.
How has your career changed since you first joined QualityDOS?
Over the 7 years I have been with QualityDOS, I’ve taken on more responsibilities as the Customer Support Team Manager, including payroll. We’ve also adopted newer systems that allow me to complete customer service items before the customers even know they need them.
Describe the typical workday in QualityDOS’ customer service department.
I’m not sure there is a such thing as a typical day in customer service! I have to be able to switch hats—and sometimes attempt to wear multiple at a time—between toners and service; helping customers, sales reps, or service techs; answering phone calls and emails.
I spend a lot of my day going through our monitoring systems to send toners out: I'll process 60 or more orders a day after checking over 100 toner alerts. I’ll also take service calls and help troubleshoot when I can. We have a fantastic service team, and they have taught me so much that I use to help customers.
What would you say is the secret to QualityDOS’ 30-year success?
I really feel that staying a small, local company has been our secret. I get to build relationships with my customers that larger call center-type companies don’t have. My customers know that when they call in, they are going to talk to either Kay or myself, not a different person each time. Some of our customers have even become friends outside of work.
What’s your favorite memory working at QualityDOS?
There are so many. Working in a small company, you become a family. I love it when we have company picnics. We get to kick back, relax, and just spend some quality time together playing baseball, cornhole, and other games.
In what ways would you say President McMonagle or VP Gordon Stapleton support QualityDOS employees as well as their customers?
“Family first” has always been a motto here. I know that if I have something going on and need to dash out the door to take care of one of my kids, they won’t even question it. They strive for open and honest communication within the company; we all know we can walk into their offices and talk about things, professional or personal.
We all want what’s best for our customers—for everyone to feel supported and heard, and that goes for the people who work here, too. Our team works to understand our customers’ needs and concerns and do what we can to get a set-up that works for them. Internally, we want to make sure that everyone has the tools necessary to do their job effectively.
How does the company offer support to the local community?
Sometimes it’s hard to see how we help our local community when we are in work mode. QualityDOS goes above and beyond just the copier business by donating to various charities, taking part in golf tournaments, and other events. Joe and Gordon have always been supportive of my role in The Boy Scouts of America and have helped with various fundraisers and events I’ve had.
What changes should customers look forward to within the next few years?
We are always looking for ways to improve. As the industry changes, I think customers can expect us to have more things to offer with actual machines and software to assist them in their everyday workload. We want to be big enough to help customers with all their needs, but small enough to keep our customer relationships.
We want to thank Virginia for all the hard work she’s put into managing the Customer Support team at QualityDOS. Interested in learning more about our services or getting in touch with our Customer Support service? Get a free consultation or schedule a demonstration by contacting us today.
