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Midnight run If your driver calls MCI ERSA at 800-241-2947 between 11:00 p.m. and 7:00 a.m., he or she is likely to speak to Natica Drexler. With MCI since February, Drexler is based at MCI's Louisville facility where the ERSA call center is located. Most of the calls are about coach-down situations, yet callers are still friendly, according to Drexler. "I would say most drivers are very thankful for ERSA, just knowing that someone is there for them. Breakdowns on toll pikes are often frustrating because we have to get local authorities involved. Otherwise we can handle most every situation well because of our training and the data available to us." Drexler also credits supervisor Carolyn Newton for easing the stress of her job. "Carolyn's terrific because she dearly loves her job and puts everything in it." The enthusiasm has rubbed off. Says Drexler, "I wanted to work for MCI right away because Carolyn made the job sound inviting. I enjoy the fact that every day I speak to people from all over the country and can help them out." In addition to Drexler and Newton, other ERSA team members are Charleen Cull, and Joel Ward. "We at ERSA have been striving to improve our team and give our customers friendly, helpful and quick service 24 hours a day, seven days a week," said Newton, team leader. MCI's ERSA representatives are available 365 days a year, to diagnose problems, coordinate service, expedite parts (which can be shipped directly from Louisville), dispatch help, keep drivers informed, and help get coaches and passengers to their destination as fast as possible. MCI's ERSA service is a no-cost service available to all owners of MCI coaches. Operators are responsible for all costs incurred related to parts and services. The FYI from MCI editorial staff values your feedback. Please e-mail any suggestions, comments, or ideas for future articles to fyi@mcicoach.com. |
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