The Voices of Ocean Reef
By Jody Steele
“It is my pleasure to connect you…” How many times do you smile when you hear the beautiful voices of the Ocean Reef operators? Our PBX (Public Broadcasting Exchange) is staffed by three outstanding professionals that monitor three stations and at least half a million phone calls a year.
The supervisor extraordinaire, Patricia Louissaint, has been with us since 2017. Her motto is “to hear and feel our warmth over the phone” as a standard operating procedure. Operators identify themselves and thank you for calling! In this age of computer voices and endless pushing of numbers to connect, where else can you get this kind and sincere attention? As Patricia encourages the team to “put their personality in it” they all go through a lengthy training process. Operators are also trained to handle the sensitive calls of a Member in need. Patricia collects important data on occupancy, business meetings, sets up conference lines, and makes special arrangements for hurricane evacuations. The PBX department is a valuable part of our “unique way of life”.
How has it changed? So there used to be a cardboard box for messages, operators were at long tables, and everything was handwritten. Now the equipment is wireless and all communication is computerized. There is even a generator for a power shortage. All operators have a cubicle and manage inside calls and outside calls in three different daily shifts. The “script” changes only twice a year; once on January 1st to wish callers a “Happy New Year” and for the month of December, “Happy Holidays from Ocean Reef Club.” The personal touch is standard The Ocean Reef PBX Team, from left to right, Patricia Louissaint, Jackie Cameron and James Auguste. throughout the year.
The capable staff covers seven days a week from 6 a.m. to 1 a.m. when the Front Desk takes over. Patricia Louissaint, PBX Supervisor, has been with us for three years, James Auguste, Senior Operator, 20 years, and Jackie Cameron, 10 years.
It is reassuring to know that often the first connection someone has to Ocean Reef Club is this very positive welcome from our operators. So next time you hear these “voices of Ocean Reef”, give a smile right back and know you are in a very special community where the value of proper phone manners still prevail.