Being responsive, empathetic and solution-oriented are qualities we at Smart Ease take great pride in. These traits are often highlighted by our customers and Channel Partners as the defining feature of their experience with us.

Rho Fortich, Smart Ease’s longest-serving customer-service team member, has been instrumental in shaping and championing our winning customer-service approach. Here, she shares a little about her work ethos.

1. What’s been the highlight of your time at Smart Ease so far?

The biggest highlight so far has been being made team lead. It showed me that I’ve earned the company’s trust, and that Rob and Guy believe in my capabilities and value my contributions.

2. What has kept you at Smart Ease for five years?

There are a few reasons. Firstly, I genuinely love being in a customer-service role.

Secondly, I feel fulfilled knowing that what we’re doing serves an important purpose. Renewable energy isn’t something we think about a lot where I live, as most people are just trying to survive and get by. But it’s been so inspiring to see, over the years, how Smart Ease is truly working to be part of the solution in tackling climate change.

And finally, I have great admiration and respect for Rob, Guy, and everyone at Smart Ease. They’re excellent leaders who empower employees and encourage us to think outside the box. They were also incredibly kind and supportive during the COVID years, and I’ll always be grateful for that.

3. A lot of your day-to-day work involves talking to customers about getting payments up to date. How do you stay positive when having difficult conversations?

Yes, collections can be tough, but I manage because I genuinely want to help people. I get a lot of satisfaction from knowing I’ve helped a customer.

Even if I’m dealing with a customer who is upset or angry, I approach the situation with as much empathy as possible. I listen to them, understand where they’re coming from, and make them feel at ease. I’ll speak to their installer (our Channel Partner) and use the tools I have available to reach a mutually agreeable outcome.

And ultimately, even if a conversation is negative, I believe life is too short to be grumpy. I can shake it off and move on quite quickly.

4. How has Smart Ease evolved in the five years you’ve been here?

There have been many changes, and the culture has evolved over the years. But what stands out most is how much we’ve grown.

When I started, I think there were around 2,000 active transactions. Now we’re handling more than five times that number! Witnessing that growth has been incredible.

5. What is the best thing about your role?

The best thing about being in customer service is the balance between strategy and human connection. I love analysing challenges and finding solutions.

I get a lot of joy from making our customers feel valued and supported. Helping someone move from uncertainty to satisfaction is deeply rewarding.

6. What traits do you think make you so effective at providing quality customer service?

I’m quite considerate, so I strive to make the customer feel heard. I also have an analytical mind, which helps me think critically and look for actionable solutions.

And I don’t stop until I’m confident an issue is resolved. I make sure I’ve exhausted every option for the customer.

7. How do you wind down after a big work week?

I’m very family-oriented, so I usually spend time with them, enjoy good food, drink cold beers, or play some tennis.

8. What’s the best piece of advice you’ve ever received?

Focus on what you can control. This advice has guided me both personally and professionally, reminding me to channel my energy where it truly matters and not get bogged down by things outside my influence.

Control what you can and don’t worry about the rest!