As Sea Tow’s Customer Care Center Manager, Alicia Grattan oversees the team that accepts calls that come in from members around the country, 24/7/365. Whether that’s a call for assistance that the team dispatches to the local captain, a call about membership or a call with a question, the Customer Care Center is the backbone of the network.
While the marine services industry has traditionally been associated with men, times are changing and Grattan is considered not only an inspiration to her team and the company, but she’s leaving her mark in an industry.
When the pandemic required her entire team to go remote, Grattan was determined to keep morale and service levels high. The pandemic made Grattan’s job, and that of her team’s, drastically different in a moment’s notice. It meant reinventing the wheel in some cases, as well as coordinating with Sea Tow’s IT team to ensure everyone had the right equipment to begin working from home immediately.
“Even when things are tough, we make it happen. It’s good way for my daughter to see that women can really do it all,” Grattan said. “I try to look to the other female leaders within Sea Tow as an example of how I lead my team. I have learned that life will always throw you curveballs and you have to learn to adapt quickly if you want to make it to the next level.”
Grattan is no stranger to the Sea Tow way. She has been working with the company for 18 years and has worked her way from sweeping the floors after a day of school to managing an entire Customer Care Center. Sea Tow has always been innovative problem solvers and the motto “make it happen” has served as a mantra to Grattan during these trying times. Today, she is responsible for managing, hiring and preparing Sea Tow Call Center representatives to handle all types of calls they may receive. She also works directly with Sea Tow leadership to ensure her team is working efficiently and in line with other efforts of the brand.
“International Women’s Day celebrates empowered women like Alicia and we are incredibly honored to have her on our team,” said Kristen Frohnhoefer, president of Sea Tow Services International. “She leads by example and is a fantastic role model for all of us, not just the Customer Care Center.”