Persona 3 by David Hadaller - Hongzred/HashTag_HotLine GitHub Wiki

Image of Laura

Laura is 32 years old and works as a Customer Service Representative (a call center worker) at a utility company. For four years, Laura has taken calls all day, including calls where gas and steam leaks are being reported, as well as calls on billing issues. Laura would characterize her work as a "decent job, but not a dream job" owing to the reasonable pay, benefits and job stability. As a member of a union, Laura never has to take the work home, and she can count on a steady salary increase with experience, along with good overtime pay.

Since Laura works at a utility company, she’s needed at work during blackouts and severe weather; when everyone else in her life is ready to stay home from work, Laura has to report for duty. Moreover, the stressful work environment, stifling bureaucracy and micromanagement (even bathroom breaks are timed at the call center) can make it hard to calmly interact with customers over the phone. Obstinate customers can also cause stress too, but one has to control one’s emotions.

If Laura could distance herself from the customers somewhat, say by communicating over text, it might be easier to cope with the demands of her job; if she could transfer to a position that allowed her to interact with customers over text, or watch a feed for messages that report issues, she would.