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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