Customer Service Week Spotlight: Leslie Torres

Last but certainly not least, we have one final Customer Service Week interview to close out our week of celebrations. Today’s featured representative is Leslie Torres!

 

How long have you been with Aqua?
I have been with Aqua for 10 years as of September 18th! Double digits, baby!

What is it like to interact with Aqua’s customers? What makes them unique?
We never know what situation we are going to encounter when we answer a phone call. Aqua’s customers come from a diverse range of locations, which allows us to work with a large variety of different personalities. Our customers are unique because they’re so diverse from one another.

 

Has working in customer service improved your people skills outside of Aqua America? 
Absolutely! I now have a ton more patience than I did prior to working in customer service. Speaking with customers every day has also made me a better listener; I pay more attention to detail and am able to notice things I would have otherwise missed in the past. Additionally, working in this industry has made me far more flexible — I am better able to solve problems and adapt to seemingly difficult situations. 

Has working with Aqua’s customers impacted your life outside the workplace? How so?
I always run into customers outside of work! I have been stopped while grocery shopping or out to dinner with my family; I have found myself answering customer service questions outside of the workplace more often than I could have ever imagined.

 

Whenever I do encounter a customer outside of Aqua, I always treat them just as I would in the office: with kindness and respect.

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Customer Service Week Spotlight: Kelli Hodges

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.

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Customer Service Week Spotlight: Sarah Camargo

We’re on to day two of Customer Service Week here at Aqua! All week long, we’ll spotlight our exceptional customer service representatives, giving them a chance to share the ins and outs of their experiences. Today’s customer service representative spotlight falls on Sarah Camargo. Let’s get to know her!

 

How long have you been with Aqua? 

I’ve been with Aqua since November 2006, so nearly 10 years. Time flies!

What is it like to interact with Aqua’s customers? What makes them unique? 

There’s never a dull moment when interacting with our customers. Since we take calls from customers in various states, we encounter a wide range of personalities. You would think after working here for nearly 10 years that I would have heard it all, but that’s not the case. 

 

We get inquiries that range from water distribution to what our field technicians are working on, so I’m always happy to serve as a human encyclopedia for them!

What is the most rewarding thing about working in customer service?

I live for customer satisfaction. When we can help and lift an enormous weight off their shoulders, it makes our job incredibly fulfilling. 

 

Has working with Aqua’s customers impacted your life outside the workplace? How so?

I never want to speak over the phone anymore! Since I’m on the phone all day with customers or other Aqua employees, I try my hardest to never use it when handling personal matters. If I can do it online, I will. I tell my friends and family to text me rather than call, if possible. The rare times I do have to talk to somebody on the phone, I accidentally end the call with, “Thank you for calling Aqua!” 

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Customer Service Week Spotlight: Vicky Raines

The first week of October is nationally celebrated as Customer Service Week. Here at Aqua, we take every opportunity we get to recognize the impactful work of our employees, and this week is no exception. All week long we’ll highlight our remarkable customer service representatives with a special series of blogs.

Each day, the spotlight will shine on one of four featured Aqua customer service representatives. They’ll provide answers to questions about the industry and what it’s like to work with Aqua customers. Tune in this week for individual interviews, and get to know some of the people working to help you.

To start off the week, we introduce Customer Service Representative Vicky Raines!

 

How long have you been with Aqua?

have been working at Aqua for more than 7 years! 

 

What’s it like to interact with Aqua’s customers? What makes them unique?

Working with our customers is like driving a car — it may be a smooth ride, but you can hit the occasional bump or end up driving over uneven roads. Other times, a customer will call because they don’t understand their bill and need a walkthrough or further explanation. Interacting with Aqua customers is unique in that we spend a lot of time educating them about their water service rather than merely spewing out general information. 

 

What is the most rewarding thing about working in customer service?

Knowing that you made a difference—that you were able to stop a situation from escalating or made it so a customer has a better understanding of an issue. When you can turn someone’s day around, you know you’ve done your job. The information you are providing may not always be what the customer wants hear, but how you deliver the message will determine the customer’s reaction, willingness to listen and the outcome of the call. Have I mentioned that I love my job? 

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Water Conservation: Back to School Edition

 

Going back to school can bring thoughts of autumn weather and homework. Water conservation in the classroom is not always a top priority, but we think it should be! 

You might be thinking that there isn’t very much you can do to conserve water at school and in the classroom, but we have some ideas for you.

1. Teach

One of the first steps in water conservation is creating awareness. If you’re a teacher, consider creating a lesson that revolves around water conservation. For younger students, try a fun activity such as an edible aquifer or a water bracelet.

If you’re a parent and your child is not learning about water conservation at school, try teaching a small lesson. Even reading a book or watching a short video can help your child to realize the importance of water conservation.

2. Check

The place where students and teachers have the most control over water conservation is the bathroom. Make sure that the faucet is completely turned off and the toilet is no longer running before leaving the bathroom. If something seems to be leaking or off, notify maintenance so that they can fix the problem.

3. Replace

A lot of schools already have energy-efficient equipment. If yours does not, make a suggestion to the school administration about replacing the old equipment. Dishwashers and other large appliances can use a great deal of water and energy.

4. Reuse

Reuse water as much as possible in the classroom. If there is ever any leftover water from water bottles, consider watering a classroom plant or cleaning something with the water. Making sure that all water is put to good use is key to conservation.

5. Rethink

Conserving water outside is important, too. If your school has a field or any kind of grass on the property, suggest setting the mower blades to 2-3 inches high. This way, the grass will be left long enough to shade the soil, which will allow for moisture retention and protect the grass from drought.

Water conservation is always important, don’t let it fall by the wayside this back to school season. With a little knowledge and creativity, water conservation can be easy and enjoyable for everyone!

 

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