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Every day we get dozens of phone calls at Hy-Lite. People want to know everything from how to measure an opening for a replacement window to what it takes to replace a broken acrylic block in a window.
Handling all those calls are the knowledgeable members of the Hy-Lite Customer Service Team.
Cathy Welford
A customer service representative with Hy-Lite for the past 10 years, Cathy Welford responds to more than 100 calls each week. She's sold cases of blocks to many TV shows and movies (the most recent being for Tyler Perry!) for set designs. Every day she likes learning more about the company's products and the needs of customers.
"Challenging issues are the most enticing for me," says Welford. "After Hurricane Michael hit Panama City in 2018 a homeowner called me. His old casement-style Hy-Lite acrylic block window was ruined. While the frame stayed in the structure, the blocks and sash blew out of the window.
"This man found and collected the sash and blocks on the nearby beach. Then he called me and I helped him figure out his model number. He drove to us with the old sash. Through a group effort we were able to get the sash fixed and then help him get a new window. That felt really great."
When working with dealers, Welford relates that it's all about rapid response.
"Many dealers are amazed at how fast we send them quotes," says Welford. "Oftentimes we'll email them the quote while we're still on the phone with them. We understand the importance of quickly fulfilling the needs of all our customers."
Yesenia Ashpaugh
Welford isn't the only one who relishes in handling unique projects and situations. Yesenia Ashpaugh, who has been with Hy-Lite since 1996, loves helping people, solving problems and learning new things every day.
"Earlier this year I helped a design team create a 'pop up store' for Glossier in Miami," says Ashpaugh. "This involved custom designing a variety of acrylic block walls, partitions and radius walls. The project turned out beautifully and the Hy-Lite products were a huge hit."
While handling about 20 homeowner calls each week and 60 dealer calls, Ashpaugh enjoys solving customer challenges. She remembers the unique call from a homeowner who wished to use Hy-Lite acrylic blocks as flooring … and wanted to add lighting!
"Projects that really stand out are the TV shows because we can see the results of our efforts on the shows," says Ashpaugh. "I worked on product needs for The Good Wife and Arrow, both of which shows I watch. Seeing your efforts come to life feels really good."
Machel Nicholson
Another 10+-year employee at Hy-Lite, Machel Nicholson completes the Customer Service Team. As with the others, she's available from 7am to 4pm CST to handle both homeowner and dealer inquiries.
"Working with the customers and assuring their orders are entered accurately really brings me a sense of accomplishment every day," says Nicholson. "Having been here since 2009 I've established long-term relationships with many dealers. They know they can rely on us and we know how valuable they are to the success of our company."
Whether you need insights on the best decorative glass style to complement your home, have installation questions or need specially-created product, the Hy-Lite Customer Service team is here for you. Call them at 1-888-256-2599.