National Customer Service Week is recognized annually during the first week in October. To celebrate, we’re highlighting two of our own Customer Service employees.
Name: Stacie C.
Title: Senior Customer Solutions Representative
Years of service: 12
What do you like best about your job?
Having the opportunity to assist customers as well as my team members when they have questions.
What is something most people don’t know about the job?
You get incredibly good at universal skills, such as reading people and communicating clearly with customers about their needs.
How does your work impact customers?
I always try to leave a positive impact on every customer, even if their request is something that cannot be accommodated. I always try to offer other alternatives that may suit their needs.
What’s your favorite/most memorable interaction with a customer (either on or off the clock)?
When I was taking phone calls, a customer began the call angry because their power was out due to an outage. I let them vent for a bit before helping them report their outage, giving them the estimated restoration time and letting them know they can check for updates on the mobile app. At the end of the call, they thanked me for being helpful and for just letting them vent their frustration.
Name: Michael Ann K.
Title: Tariff and Rate Analyst Intermediate
Years of service: 5
Tell us a little about your job.
We wear many different hats. We are responsible for a variety of billing tasks to ensure the bills are correct and that customers only pay for what they use. We help answer any questions that come into our departmental email inboxes as well.
What do you like best about your job?
I like the variety of tasks we get to work on day to day. Each day is different. I enjoy that our tasks are like a puzzle and require analysis and problem solving, and each solution may vary. I also like collaborating with multiple departments to come up with the best solution for the customer.
How does your work impact customers?
One way my work impacts customers is by ensuring billing accuracy. This can help contribute to proactive problem-solving to identify potential issues before they happen. I try to help customers in any way I can, whether it’s walking them through an adjustment or a simple update on the account. I take pride in helping customers have a positive and satisfying experience. Even though I may not interact with them directly every day, I strive to provide excellent customer service to enhance the customer service experience.
