A BSI Operations Department Highlight 

BSI Online is the solution to manage all your backflow needs! When you contract with BSI Online you receive unmatched, industry-leading stakeholder support. We have trained team members ready to assist Water Customers and Testers with inquiries about your backflow program. This entails customer service and support with phone, email, and fax inquiries. To learn more about what makes BSI Customer Service Department the best in our ever-growing industry, hear directly from Chrissy Walsh, Vice President of Operations. 

Chrissy has been with BSI for close to 19 years. Throughout those years she has worn many different hats extending from Customer service, Client Services, Data Entry, and everything in between. “I can say that I have sat in just about every seat,” Chrissy says. “It has been exciting to watch the growth and success of BSI Online. I am extremely proud to be a part of such an amazing organization,” Chrissy exclaimed.  

Along with the above, Chrissy also ensures the company has all the material for mailing- paper, envelopes, postage, and machines. She helps to ensure BSI is fully operating, this includes receiving payment for tests. Finally, Chrissy helps to recruit and hire new employees while assisting employees with Human Resources.  

Chrissy believes the key to customer service is providing empathy, clear communication, and patience to both our clients and customers. 

 “Customer service involves navigating through many different situations. It is important to listen to the customers’ concerns and let them know that we are here to help,” Chrissy says. “It is essential to provide clear and precise information to the customer. Whether verbally, or by email, clear communication is imperative in customer service.” 

To read about the industry-leading qualities that set BSI above the competition, click here! 

When looking to add someone to the BSI team, some important qualities Chrissy seeks are: strong communication skills, professionalism, upbeat and friendly personality, problem solving skills, punctual & communication skills. 

“I firmly believe the initial contact with a customer is the most important. An agent with a positive and professional attitude equals a positive experience for a customer,” Chrissy said. “We want customers to be able to see the smile on the faces of our Customer Service Representatives over the phone!” 

Chrissy believes strong leadership and communication motivates her department. “I feel it is extremely important to communicate with each team member and express how valued they are and to show our appreciation for their hard work. It is also important to have an open line of communication with the team and listen to any concerns or suggestions on new processes they might have for the department,” Chrissy said.

Chrissy’s department managers have exceptional leadership skills. “Christine Bloom, our Customer Service Manager, along with her Co- Managers, Alyssa Niven, and Kristina Johnson, spend time with each customer service agent to provide the necessary tools they would need to succeed in their roles. From daily check-ins to weekly Teams meetings, they stay in constant communication and provide all the up-to-date information,” Chrissy explained.

Click here to read our Customer Service Highlight and hear directly from Alyssa and Kristina!

Chrissy recognizes it is extremely important to stay connected with our connected with our clients. “Michelle Bever, our Vice President of Account Management, and her team of account managers do a phenomenal job connecting with our clients on a regular basis. From daily emails, phone calls, Teams meetings, to office visits. They truly do a wonderful job keeping in touch with our clients,” explained Chrissy.  

Click here to read our Account Management Department highlight with Michelle!  

“Our agents are representatives of the company. They strive to provide that 5-star customer service experience by exuding professionalism, patience, knowledge of our industry, and a positive attitude. It’s important to ensure that every customer’s experience is a positive one,” Chrissy proudly stated.

To leave BSI Online a positive review, click here!

Challenges Chrissy faces in the Operations Department include change and growth. “Over the past serval years, BSI Online has been a rapidly growing company.  While it has been exciting to watch and to be a part of, it has also been met with challenges. One big challenge I faced, along with the world, was the pandemic. Prior to Covid, BSI employees worked together at corporate headquarters. We were together all week. We knew nothing but the Monday through Friday 9 a.m. to 5 p.m. office workstyle. Boy, did that change in March 2020 when the normal day-to-day office workstyle turned into working remotely from home,” Chrissy explained. While that was a challenge to implement, Chrissy feels the transition to working remotely has been a huge success! 

“A piece of advice I would give to a new person in the industry is to never stop learning. By working in the backflow industry for close to 20 years, I can say that I have learned something new almost daily. As the industry grows, so do the state and local requirements of backflow compliance. It is extremely important to stay up to date with new regulations,” said Chrissy.  

“Of all the online backflow reporting portals, BSI’s website is the most user-friendly. The reminder notifications are helpful, and the customer service is responsive and reliable.” 

 

-BSI Online Client 

Simplify and automate your backflow program management with BSI Online. Included in our cloud-based, data management solution is simply unmatched stakeholder support. We have trained team members ready to assist Water Customers and Testers with inquiries about your backflow program! To learn more about the solution to manage all your backflow needs, visit https://backflow.com/datamanagement/.