Harini is a wife, mother, student and Guest Services Representative at Pilot Company. In her position, Harini enjoys finding solutions to problems, the team dynamic, the family atmosphere and career growth opportunities she’s had since joining Pilot.
Hear more about Harini’s experience below!
Tell me about your background and how you got to Pilot Company.
Harini: I’m originally from India. I have a baccalaureate in medical science. However, after I have moved to the U.S., I didn’t get to practice. Once my children went to school, I wanted to get back to work, so I went to school. I learned about Pilot at a job fair at my college. My friend and I both applied and got selected. I love helping others, and this job definitely gave me that platform.
Tell us about your role at Pilot. What do you do each day?
Harini: In this position, I try to understand our guests’ problems and find solutions. Since each call and caller are different, I find this job not only challenging but also exciting. I assist guests like fleet owners, truck drivers and RV owners. It is rewarding to help guests who are the backbone of our business and are transporting much-needed cargo, even during tough times.
We help drivers, who are driving for hours, find a safe place to rest. We walk them through the process to connect to our Wi-Fi so they can relax while they rest. We also make sure they know how to access promotions and offers in the myRewards PlusTM app, like push4points and other amazing programs that make their job easier and more rewarding. We help companies with fleet cards so they can carry on with their job while on the road. We listen to their unique needs and help them find solutions. We are the first line of defense for the company when it comes to working through customer issues.
We get such positive compliments from our guests who say they want to come to Pilot just because of the service they received from us. That certainly makes our day! And of course, it makes us believe we bring a lot to the table. And time and again our leaders remind us that the work we are doing is essential. Our leadership understands our work and encourages us to do our best by listening to us, valuing us and being there for us. We are the first line of defense for the company when it comes to working through customer issues.
Tell us what you love about your job.
I love so much about my job. I love that I get to speak with Indian drivers who may not be able to speak English very well. That is so rewarding.
I also work with an amazing team and leaders. I get motivated because of the team and how well we are doing. We celebrate each other and our successes. In 2019, I received my US Citizenship, and everyone celebrated together. It really feels like family!
Our leaders are the example we are trying to follow. They understand what we are going through and they truly value us. I feel like I’m being heard, and that’s an amazing feeling.
They also take care of us. When COVID-19 started hitting the U.S., they immediately made the decision to send us home to continue to serve customers safely. Leadership at Pilot truly understands what is important, and that makes me want to stay.
On top of having a family and a full-time job, I am also in school to become a Physician’s Assistant. My managers understand and respect my family and school responsibilities. That encourages me to keep working because I have that flexibility. They want to see me grow and encourage our growth within and outside the company.
Can you share some advice that’s been helpful to you?
When I first started in Guests Services, I was overwhelmed. There was so much to learn, and I was afraid to mess up. A leader said to me, “It’s okay to take baby steps. You will get there eventually.”
I’ve had encouragement in each and every step of this job. If you are starting out, make sure you remember that you are doing something important. You aren’t just one in a million. You are contributing tremendously.
If you’re looking for a workplace that values professional growth and customer service, we are hiring great team members across the U.S. and Canada, including hourly and leadership retail positions, company and independent professional drivers and corporate support center positions. Apply today at Jobs.PilotFlyingJ.com to join the team that keeps North America moving.
