At DiRAD, a company dedicated to customer service staffing and technology, we know the truth: at the heart of every ticket, every chat, and every line of code is a human connection. Our team operates at the intersection of empathy and efficiency. They are the architects of “The Helpful Interaction,” balancing the rapid evolution of CX tech with the timeless need for a person who just gets it. Today, we’re pulling back the curtain in our Company Spotlight. We sat down with our Customer Service team—the folks who live and breathe the very strategies and tools we provide for our clients.
How long have you worked for DiRAD?
Ryann W: 6 ½ years.
Jamie B: 7 wonderful years!
Kimberly D: 2 months.
Carol B: 7 years.
Cynthia H: 3 ½ years.
Janelle M: 2 years.
Emily B: I’ve been with DiRAD for about 3 ½ years.
Tiffany S: 1 year.
In short, what do you do?
RW: As the Director of Contact Center/Call Center operations, I oversee all of DiRAD’s operational contact centers and lead all implementation activities for new contact center initiatives.
JB: I am a Call Center Supervisor.
KD: VERIFI Product Support, answer incoming calls from all NY state dealers.
CB: Help in VERIFI for dealers.
CH: VERIFI NY help desk.
JM: Part-time agent taking VERIFI Calls.
EB: I support various projects by managing documentation, training, quality assurance, and other behind‑the‑scenes work that helps things run smoothly.
TS: Technical Support for dealers.
How has your job changed over your employment with DiRAD?
RW: When I first started at DiRAD, we only had 1 live contact center. So, my main responsibilities were exclusive to that project. Since then, we have experienced a ton of growth in outsourced contact center services, which added a significant amount of implementation planning to my role.
JB: I started as a Call Center Agent and transitioned to Supervisor over the summer!
KD: It hasn’t yet!
CB: The AFD was created which is a huge help. New features added in VERIFI to learn, etc.
CH: Not much, however I have worked on several different projects.
JM: I’ve learned a lot, but it hasn’t changed. I still have much of the same duties. Hoping to get credentials eventually.
EB: Over time, my role has expanded beyond direct call center work and into more project‑focused support.
TS: The new North Carolina contracts.
How much interaction does the call center have with other departments at DiRAD?
RW: We interact daily with most departments across DiRAD. In particular, Human Resources and IT, on a daily basis. Our success relies heavily on their support and calibration.
JB:Since we’re mostly remote, we don’t have a lot of interactions with others. Most of our communication is with IT. (Hehe!)
KD: I haven’t noticed much interaction.
CB: Not much, unless we need help from IT or HR.
CH: Not much, being remote!
JM: Somewhat.
EB: The call center works closely with our IT team, especially when it comes to systems, tools, and project support.
TS: Mostly just escalations to Tier 2.
What advice would you give someone seeking a similar career path? Do you have any recommendations or resources you found helpful?
RW: Don’t wait for the title to start acting like a leader. Start thinking, communicating, and problem-solving at that level now. People get promoted into roles that align with their behavior and work ethic. The most valuable resources I’ve used are my leaders, past and present. You can learn so much about the kind of leader you want to/don’t want to be. Lucky for me, I’ve had/have some of the very best!
JB: Being a call center agent, there is the lack of physical interaction so to be friendly and personable while assisting others greatly effects the callers experience.
KD: Patience and respect are required in these positions. The tools created to assist agents while on calls are AMAZING!
CB: You have to be good at customer service, patience, and be willing to learn.
CH: Focus on strong skills.
JM: Just be open minded. Be willing to take constructive criticism.
EB: Your potential is a direct reflection of your work ethic and your willingness to grow. Be open to jumping into new things, learning new skills, and really mastering what you do. If you’re starting from the bottom, focus on mastering your current role — that often leads to becoming a subject matter expert, which can open the door to more advanced roles like quality assurance, training, and other support positions.
What would happen if customer service ceased to exist?
RW: Chaos! Every user of a product or service needs support from the experts!
JB: If customer service ceased to exist, things could get pretty frustrating for customers, no one to assist or resolve general inquiries.
KD: Dealers would be floundering and DMV would have A LOT more errors on paperwork!
CB: We would not have a job. Customer Service is a huge part of what we do.
CH: People would go crazy. At least at VERIFI it would cause chaos.
JM: People would have to do their own leg work and they wouldn’t like it. It helps people to have help right at their fingertips.
EB: Without customer service, businesses would really struggle. Customers want to feel supported and have someone they can talk to or chat with when they need help, and that connection makes a huge difference.
TS: Everything would be broken and everyone would be confused. Nothing would “move”.
What are some things you love about working for DiRAD?
RW: Feeling valued, appreciated, and trusted, and surrounded by some of the most intelligent people I’ve ever met.
JB: DiRAD has always been welcoming and great. They show great appreciation to their employees, and recognize all the hard work put in.
KD: Flexibility and our TEAM <3
CB: Everyone is friendly, kind, and courteous. Also, the great benefits and pay. It is a great environment!
CH: Family friendly. As a single mom that’s a big deal for me. Work/home balance is crucial. Having that flexibility and understanding that sometimes life happens means a lot.
JM: DiRAD is a wonderful place to work. They really value employees. Everyone works together well. We have a really great team.
EB: I love the growth opportunities at DiRAD and how much I’ve been able to grow here.
TS: My “work family”.
How is DiRAD different from other places you’ve worked?
RW: DiRAD has a family feel kind of culture. Everyone truly cares about one another, and I feel like that is such a great motivator for all of us. It makes you really want to contribute to the company’s overall success instead of just dragging yourself to work everyday for a paycheck.
JB: Being apart of DiRAD and the VERIFI Project has been so different than other places. The VERIFI Team is very small so it just makes the atmosphere warm 🙂
KD: Team spirit!
CB: The people are really great. In my other jobs they were not so nice at times. The environment is more relaxed and friendly. The customers for the most part are very nice.
CH: Family oriented, better work/home balance, and generous PTO .
JM: It’s very similar, but the managers are the best.
EB: I feel more trusted to grow at DiRAD, which makes a huge difference. There’s a lot of encouragement to learn, take on new challenges, and continue developing professionally.
TS: I’m part of a strong team that works very well together.
Tell us one thing you’re loving right now. (music, books, snacks, TV shows, hobbies, anything!)
RW: Watching my daughter play softball is always the answer to this question. School ball season just kicked off, so I’m pretty excited about that. Once that wraps up, we will jump right into summer travel ball.
JB: I am a sucker for Reality TV and my dogs! <3
KD: TRAVEL – headed to Italy next month!
CB: Milano Cookies. I am obsessed with them. Also, Chicago Fire. Love the show.
CH: Travel. My kids and I are Disney and Universal Studios fanatics.
JM: I love watching my favorite shows, usually mysteries or crime solving shows like Law & Order or Elsbeth.
EB: I’ve been enjoying drawing lately.
TS: I love that the weather is breaking and I can get my kids outside again. I also love that my non-verbal daughter is starting to sing and repeat words.