June 27, 2012
When it comes to customer service, The Heritage Foundation’s Candace Porter is an expert. She is well known in the office for her warm, friendly smile and is always willing to help someone in any way that she can.
In addition to her work overseeing mail with Heritage’s nearly 700,000 members, Porter manages our customer service operations. Her goal, she says, is “to bring Heritage’s customer service to an elite status ranking.” It’s no wonder that she is so successful in the membership department, where she serves our members with a smile.
How important is smiling to her? When she trains new staff about how to respond to questions from Heritage members, she reminds them to smile even when on the phone. She has trainees simulate phone calls in front of a mirror to practice their smile. Now that’s dedication!
Before joining Heritage, Porter studied political science at Winthrop University, where she earned a political science award for her thesis on presidential elections. She worked in her school’s development department after graduation but was really interested in using her political science background and fundraising skills to advance conservative ideas. She leaped at the opportunity to join Heritage.
Being from a small town in South Carolina, moving to Washington, D.C. was an adventure for Porter. “It’s such an exciting place! There’s always so much going on,” she says. “It’s very different from my hometown where the annual apple festival and the rodeo are the biggest events of the year.” She has especially enjoyed exploring our nation’s capital, where she is currently training for her second marathon.
When asked what she enjoys most about her job, her response comes as no surprise: “I really enjoy working with the interns,” Porter says. “I have had so many role models in my life and I like having the opportunity to be that person for someone else.”