RTX Employee Profile | Vida Smith

Vida has been with RTX for nearly two years, and prides herself on customer satisfaction. She started as call center training manager and now handles most aspects of call center operations in the RTX Orlando office. She has been awarded as the RTX employee of the fourth quarter, 2016. 

Vida Smith says that a great customer service representative is born, not made.

“Training on the product or new technology; those are things you can learn. Great customer service; that’s something that has to be built in,” says Smith, who loves the training aspect of her job. “I look for people who truly want to serve the customer, and who are truly focused on the customer service side. That’s key in our business.”

VoteThe instinct to serve is shared by the best customer service representatives in both RTX offices, and keeping both offices updated and unified is a key task of Smith’s. But it’s not all work; she originally hails from Indiana and loves a good beach vacation escape.

“Any of our destinations where there’s a beach, I’m there. It’s so relaxing to me,” she says.

Explaining the various RTX products and how customers can best utilize them can be daunting, but it boils down to education. Smith says a well-trained representative ideally has all the tools available to describe in detail the different RTX packages a customer may have purchased. This results in the customer maximizing their vacation, and using the product to its fullest extent.

“Our job as RTX employees is to explain the product fully. This eliminates confusion, disappointment, and enhances understanding of the value – there are so many things customers can do with RTX and once they understand all of the different opportunities available, it really opens their eyes,” she says.

Upon hearing of her Employee of the Quarter honor, Smith said she thought Vice President of Operations Justin Hunter and Senior Operations Manager Jeramie Arlington were joking around when they called her up.

“I had a funny reaction, I thought they were joking. I have a good relationship with those two, and it took awhile to get it through my head,” she says. “I’m very blessed to have the opportunity to work with an exciting travel company, and I’m excited to see where we’re headed.”

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About the Author

About the Author: Pat Barcas serves as Creative Resources Manager for RTX, based in Asheville, NC. You can find him hiking the mountains of Asheville, gardening, traveling, and hanging with his growing family. His favorite RTX exchange destinations are Rangeley, Maine, Lake Tahoe, Banff, Canada, New Smyrna Beach, Florida, Cape Cod, and Orange Beach, Alabama. .


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