My name is Crystal Brown, and I am a Customer Assistance Manager with Hilldrup.

In my ten years on the job, I have learned my role requires many hats. My primary responsibility is to resolve claims that occur when something doesn’t go quite according to plan. These claims can be anything from a damaged household good to a scratched wall to a missing item. At Hilldrup, because we are founded on quality and a belief in delivering exceptional customer service, I look at these moments as my opportunity to make a positive impact. That means researching to understand what happened and how it happened. I communicate closely with our customers and keep them involved in what we learn and what will happen next. At times, I may even discover a pattern that flags the need for a new process or training for our team members to do better the next time.

I will never forget the time I was helping an older customer. She was completely distraught, as she feared her deceased husband’s memorabilia had been misplaced. Immediately after speaking with her, my team and I arranged for a Quality Manager from a local agency to send someone out to assist the customer. They accompanied the woman to her storage unit where the missing memorabilia was thankfully located. After hugs, tears and many thanks, the Quality Manager even repaired a piece of furniture the woman’s husband had built but that had been damaged over time. While this may have been a small claim, I know it made a huge impact on our customer. Our ability to connect allows us to always go the extra mile, an ability I like to think of as both an art and a skill.

Hilldrup is a true team. We all have our own strengths and weaknesses, but when combined, we complement one another to achieve our goals effectively. Team Hilldrup keeps our customers moving.

Remus Boxley Author