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Back in late 2019/early 2020 before the dark days, I began working at a salvage yard company as a CSR. My job focused on calling lien holders for vehicles involved in total loss claims for insurance to ask for status on documents for title transfer. We would send a document to sign, lien holders would sign it and send it back, then the insurance would pay out once all documents were collected before title transfer.
Lien holders generally were finance companies that handed out car loans and include banks, credit unions, dealerships and pretty much any other financial institutions that lend money for vehicle purchases. One day I had to call a credit union to check the status of the documents we sent. Right off the bat the man who answered seemed… off. Heres that conversation.
CSR: “…Hello?”
Me: “Uhh, yes hello, is this generic credit union?”
CSR: “…Maybe.”
Now when the call connected, all I heard was silence before the guy said hello, no scripted greeting or anything. My initial question was to determine if I had the wrong number. After he said maybe, I immediately knew that the guy was intentionally acting unprofessional to mess with me, but I had a job to do and didn’t have time for this.
Me: “Ok, may I speak with you manager?”
CSR: “Uhhh our system is down right now so you can’t.”
THEN HOW AM I SPEAKING TO YOU!?
I gave up and ended the call, then let my supervisor know what had happened, where she advised to call again.
I did and spoke with a woman with a very quiet voice and asked to speak with a manager. After a brief hold I was introduced to the vice president of the credit union, which was really impressive.
I explained what had happened with her employee, how he had been extremely unprofessional, catching me off guard and lying about the system being down to prevent transferring to a manager, and how if he did this to me, a customer service representative for a company, then how was he acting to their actual customers. She agreed with me completely and let me know in no uncertain terms that the dude was going to have a very serious talking to.
We got the documentation squared away and that was that, but it got me wondering how such a buffoon thought it would be ok to act like a complete moron while working as a CSR. Looking back it all seems so surreal, and am left wondering where he is now. Hopefully not working there anymore.
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