From sales staff and tradesmen to behind-the-scenes troubleshooters, dozens of personnel bring a Gallagher and Henry home to life. In “Behind the Build,” the Gallagher and Henry blog celebrates spirited members of our team.
Today, we introduce Pam Rybarczyk, the Jill-of-all-trades at Gallagher and Henry’s home office in Countryside. Over 21 years with Gallagher and Henry, Pam has represented the firm at hundreds of closings, addressed warranty issues, handled estimates on customer-requested changes to home plans, quarterbacked open houses, and even pinch hit for sales staff at community offices.
How did you come to join Gallagher & Henry in 2000?
I had worked in residential real estate for about a dozen years at a great family-owned homebuilder and really enjoyed it. The owner of that company, though, was going to disband the company and move elsewhere. He is actually the one who found the job opening with Gallagher and Henry in the newspaper and urged me to apply. He said they were a well-known and long-standing community builder with a great reputation.
What were you hired to do?
I was originally hired to help in the closing department, but quickly moved into customer service. My primary responsibility was to start up the customer service department and to centralize all the different customer service-related efforts going on across the company. At the time, we had 300-400 homes in progress, so there was quite a bit to coordinate and we did it in baby steps. Among the first things was streamlining the warranty process for customers and making that piece as seamless as possible for our homeowners. Any warranty issues came through me and I then worked with the supervisors and service technicians to make sure warranty issues were addressed in a timely, professional, and efficient manner.
Today, you touch so many different areas of the customer service process beyond the home warranties. What do you enjoy about that?
I really enjoy the diversity. I don’t concentrate on just one thing, but rather get to have my hands in so many different things and that means I’m always learning. It’s exhausting at times, but I’d rather be busy than twiddling my thumbs.
What makes your day special?
Over the last 20 years, I’ve attended countless closings. While the sales staff get to know the homebuyers from day one, I typically enter the picture as we move closer and closer to the closing. When we finally reach that day, the voice becomes the face when I get to meet them. The room is generally filled with a lot of positive energy, gratitude, and – before the pandemic turned everything virtual, at least – hugs. I’d say that’s pretty special.
What has kept you engaged and invested over these last 21 years with Gallagher and Henry?
It’s really the people. There’s such camaraderie in our company and we’re constantly working together toward a common goal, which is to make sure our homebuyers get the house they want. Each person we build for is such an individual and I love meeting them and playing a part in bringing their new home to life.
What fills up your time outside of work?
I love sports. My kids – now 20 and 25 – were so involved with baseball and softball for years, that it’s in my blood. I’m a massive Blackhawks and Cubs fan.