Continuing our Customer Service Week series, today we’d like to introduce you to Customer Service Representative Kelli Hodges! Let’s get to know her.
How long have you been with Aqua?
I started in a temporary position with Aqua back in July of 2009, and was hired on full-time in November of that year!
What is it like to interact with Aqua’s customers? What makes them unique?
Aqua customers are truly one of a kind. Dealing with an ever-present utility, I find that I am learning about the lives of people from all walks of life, an experience I find very rewarding.
What challenges have you overcome in order to provide quality customer service?
I have learned that it is sometimes necessary to pause, take a step back and give a customer the space to share their feelings, even if I have already determined the reason for their call. A lot of the time, customers need to express their emotions, and they use customer service representatives as an outlet to do just that.
We all need to be heard, and a major component to my role here at Aqua is ensuring that I’m listening to our customers’ needs and feelings, and driving home the fact that they know I’m here to support them.
What is the most rewarding thing about working in customer service?
The most rewarding thing about working in customer service is definitely helping customers find solutions and offering them options they didn’t even know they had. It may seem like such a minor thing for us, but we can make someone’s day and lift a huge weight off their shoulders with one short phone call. It’s an act I am very passionate about!
Has working with Aqua’s customers impacted your life outside the workplace? How so?
Absolutely. First and foremost, I have learned to develop a great deal of empathy and understanding in my relationships with others. Additionally, it is often the people we would least expect who may be having a hard time.
I believe that working in customer service has made me far more open-minded and sensitive of other peoples’ needs, thoughts and feelings.