Are your customers telling you the whole truth?
GuildQuality Employee Spotlight: Rachel ShurbuttMay 19th, 2017 by
Name: Rachel Shurbutt
Title: Support Team Manager
Start Date: May 1, 2014
Tell me about yourself; where are you from and what brought you to GuildQuality?
I’m originally from Chattanooga, Tennessee and it will always be my favorite place in the world. I grew up and went to school there, and four of my best friends still live there, so I get to go back all the time. I moved to Atlanta because I fell in love with my amazing husband – in fact, we just celebrated our 4-year anniversary at the beginning of May. Most of my family has moved here now, so it’s a great place to be. I heard about GuildQuality from a friend, applied, and never looked back. I never knew customer service was such a deep passion of mine, but I adore working here with our members and my team.
Chattanooga is a great city! So, what exactly is your role on the Member Success Team at GuildQuality?
As the Support Team Manager, I help ensure the day-to-day ops of the support life are under control and that our team is exceeding our members’ expectations of service. I also help engage our members with their accounts and pull as much value from the service as possible.
How would you describe the environment here at GuildQuality?
What’s your favorite GuildQuality memory so far?
This will never not be my favorite GQ memory – on my VERY SECOND day at GuildQuality, we wrapped up training and the whole team went to Agatha’s for a murder mystery dinner show. Remember, this is my second day with the team, who’d been at GuildQuality much longer than I had. We saw “A Throne of Games,” had a just-fine dinner, some yummy drinks, and I laughed so hard I got a headache.
“Everyone was so afraid they’d scared me off with their energy, but we’ve been laughing together ever since.”
Ha! I have always wanted to try one of those murder mystery restaurants. Okay, next question. What career advice would you tell your 20-year-old self?
If you want to do something, do it. Don’t let fear or those dumb inner voices tell you that you can’t. I realized post-college that there were a million more things I was interested in doing and learning, but I shoehorned myself into one thing because I thought, “You can only pick one.” I’m glad I found GuildQuality because the work/life balance gives me the time and energy to explore passions outside of service.
That’s really great advice. What do you think is the most valuable thing you’ve learned since working at GuildQuality?
I knew nothing of the homebuilding industry before starting at GuildQuality. Now that I’ve had time to work with our members, explore the industry, and work with this team, I’ve learned that I will always be learning. GuildQuality and my team have taught me that static behavior gets you nowhere, and if you want to move forward you have to keep learning.
I’ve learned how to coach but also how to BE coached, how to learn from someone who isn’t directly teaching me something, and how to look for lessons in unexpected places.
What are you most excited about for 2017?
I started my new role with GuildQuality just a few days ago, so I’m really excited to watch it unfold and see how we’re able to affect positive change.
What do you like to do in your spare time?
My husband and I foster high-risk and special needs dogs. We catch them at the 11th hour (when they’re about to be put down) or get them out of risky situations, bring them home, rehabilitate them, and prepare them for their new lives in a loving home. When we’re not fostering, we play board games, watch movies, and eat really good food.
That’s absolutely amazing – I’m so glad I’ve been able to meet a few of those special dogs! So, do you have any hidden talents?
People say I’m a “dog whisperer.” Usually, if there’s a dog around, we’re best friends in just a few minutes. They have a unique language that I’ve learned and it’s really fun to interact with them.
I can’t say I’m surprised; your foster dogs certainly seem to love you, almost immediately. Okay, last question. What’s your favorite television show?
My husband and I have been watching the Great British Baking Show lately on Netflix. I usually don’t like reality/competition shows because the energy is so angry and cutthroat. The GBBS, however, is just a tent full of happy British bakers who face challenges with a laugh and a cute word, help each other out in times of crises, and forgive each other in times of mistakes. It’s so lovely you can’t be sad.
Interested in a career at GuildQuality? Check out our current job openings!