Zeroing in on nearly 11 years with SilverTowne, Brooke has certainly come a long way since she was hired as a part time night shift operator for The Coin Vault (SilverTowne’s subsidiary). With over a decade of experience in our call center cross training for both companies and moving her way through multiple roles, Brooke has become a mainstay in arguably one of the most important jobs to exist in customer service. Building connections and friendships along the way, she has certainly learned a lot and continues to grow with and through the business.
Beginning Job Title: “I began my journey with the company as a night shift operator for the live show (The Coin Vault) in July of 2013. I spent several months in this position before I was promoted to customer service. During my time as a CSR, I was asked to help supervise the live show staff during a period when they needed someone in that position as the previous manager was in a pinch. I have also been cross trained as SilverTowne customer service to help when needed in addition to helping in the shipping department and even packing many of the penny deals. I am always willing to help where I am needed.”
Current Job Title: “I am a Customer Service Representative for The Coin Vault and cross trained as a SilverTowne Customer Service Representative when needed.”
Favorite Part of Her Job: “I love working with people and getting to know them as individuals and collectors in this hobby. I love to hear about their lives and families, and I love that I get to be a part of their daily routine. When a customer calls in and says, 'Hello Ms. Brooke, how are you today?', it makes me feel great because they know me and I know them, so I know they are genuinely asking me how I am. I love it when they are 'regulars’, and we get to know them and have these great connections. It’s fun to learn from them also.”
Biggest Surprise Over the Years: “When it comes to SilverTowne specifically, I think it’s still surprising how well-known we are. I am always fascinated when I wear my 'Keep Stacking’ t-shirt and get stopped by someone asking questions about coins or the store here in Winchester. I also look forward to hearing from people from all over the country because we are a nationally known place for your collection needs. The variety of people I get to talk to is remarkable.
As far as The Coin Vault, the range of products we offer and how there is truly something for everyone is sometimes a bit astonishing. We have so many diverse collectors. It amazes me every day. We have collectors getting penny deals for their grandkids and then those collectors that have been collecting Silver Eagles since the beginning of the program.
In a more personal sense, landing in this profession knowing that when I was a little girl my mom used to help me collect change and find all the different coins to collect is hard to believe. I’ve learned more than she could have ever dreamed of.”
Biggest Change Over the Years: “We have had many changes over the years, but the best change came when customer service and The Coin Vault operators got to move into the same building as everyone else a few years ago. Now we are one big, happy family and we can get to know each other and support each other like family does instead of feeling so divided because the call center was across town.”
Advice For New Customers: “Be ready to ride the rollercoaster of emotions! This hobby is not for the faint of heart and there will be ups and downs, but the ride will be worth it in the end. Have fun and do not be afraid to work outside your comfort zone because you might find something unique and amazing to add to your collection!”
Fondest Memory: “A few months into working here, my supervisor, Brittany, asked me to come into the office and I was scared to death because I always think I have done something wrong. She asked me how I would feel about taking a full-time position with the company. I asked her if she really thought I could do it and she laughed a little and said, ‘of course.’ I told her yes and then she handed me a HUGE binder and I just remember taking a deep breath thinking what did I just get myself into? I was terrified because there is so much to learn to fully take care of our customers. I asked her again if she really thought I could do this, and she told me she was positive. So, with that bit of confidence from her, I took on the role of customer service representative and I have been doing it ever since.”
What She Looks Forward To: “I am looking forward to the future with the company. I can’t wait to see where and what this company will grow to be. It has been 75 years and I think that it will see over 100 more. I look forward to all the new things it has planned that are on the horizon.”
Additional Thoughts: “To new collectors and even seasoned ones, please be mindful of what you are doing. If it sounds too good to be true, then it usually is. If you want to invest in gold and silver, then please DO NOT go to a link that promises to get it for amazing discounts because you will get what you pay for. If you want the real deal, then you need to purchase straight from the source. You will never get gold for silver prices.”
Favorite Music: “I am an eclectic person when it comes to music thanks to my amazing parents. I can listen to anything from Phantom of the Opera, ZZ Top, and Metallica to Shania Twain. I am currently enjoying Jelly Roll and some good ol’ classic rock.”
Outside of work, Brooke enjoys spending time with her husband, Ian, and her children, Marshal and Alaina. Between three dogs, five cats, and three snakes, she and her family stay busy taking care of their small zoo! She also enjoys classic television (I Love Lucy & The Dukes of Hazzard) in addition to going to local art exhibits to support local artists.
“My co-workers have become family to me and one of the things we do in our spare time is advocate for the Cystic Fibrosis Foundation,” Brooke stated. “One of our co-workers' daughters, Laney, was born with Cystic Fibrosis, so it really hits home for us. For the last several months we have spent our weekends getting ready for a fundraising event to raise awareness and money for the CF Foundation and the fight for a cure (there currently isn’t one)! This is something I have become very passionate about!”
