Inside 99 Calls: Get to Know Kristen Hefner, Senior Customer Service Specialist
Behind every great customer experience is someone who genuinely enjoys helping people. At 99 Calls, that’s exactly what you’ll find in Kristen Hefner. With years of experience working directly with customers and a passion for helping small businesses succeed, Kristen is often one of the first friendly voices our clients hear.
We sat down with Kristen to learn more about her role, career journey, and a few fun facts outside the office.
Q: Tell us about your role at 99 Calls.
KRISTEN:
I support our customers in a variety of ways every day. I answer phones and emails, help set clients up in HighLevel, upload photos and videos, and assist with whatever they need. My goal is to make the process as easy and stress-free as possible.
Q: What do you enjoy most about working at 99 Calls?
KRISTEN:
The trust. I really appreciate that I’m able to do my job without being micromanaged. It creates a positive work environment and allows everyone to focus on helping our customers.
Q: How did your previous experience prepare you for this role?
KRISTEN:
I’ve worked with people my entire career. I’ve worked in healthcare, restaurants, and bars, so I’ve spent years helping people through all kinds of situations. Those experiences taught me patience, communication, and how to solve problems while staying calm.
Q: What is something you’ve learned since joining 99 Calls?
KRISTEN:
I’ve learned that not everything has to happen immediately. Slowing down, paying attention to the details, and taking the time to do things right often leads to better results.
Q: What do you think sets 99 Calls apart?
KRISTEN:
We genuinely care about our customers. Everyone here wants to help small businesses grow. It’s never about treating customers like a number. We build relationships and truly want to see our clients succeed.
Q: What do you enjoy most about working with small business owners?
KRISTEN:
I love the family atmosphere. Small business owners are passionate about what they do, and there’s a real sense of teamwork. It’s rewarding to be part of helping them build something meaningful.
Q: How do you help customers get the most value from 99 Calls?
KRISTEN:
The biggest thing is listening. Every business is different, so understanding each customer’s goals and concerns helps us provide the best possible support.
Q: What’s one common challenge customers face?
KRISTEN:
Many business owners aren’t familiar with all of the marketing tools and platforms involved. Sometimes it’s something as simple as finding login information or understanding why we’re asking them to complete certain tasks. I enjoy helping make those things easier to understand.
Q: What advice would you give new 99 Calls customers?
KRISTEN:
Trust the process. Every recommendation we make has a purpose. There are a lot of moving pieces in digital marketing, and everything works together to help grow your business.
Q: In one sentence, how would you describe your approach to customer service?
KRISTEN:
Listen first, care about the person behind the business, and always look for ways to make their experience better.
At 99 Calls, our success starts with people who genuinely care about our customers. Kristen’s dedication, empathy, and commitment to helping small business owners navigate the world of digital marketing make her an invaluable part of our team. Whether she’s answering a question, solving a problem, or simply offering reassurance, Kristen is always focused on helping our clients grow with confidence.
