By Aqua Chairman & CEO Chris Franklin
In October of each year, thousands of companies across the United States and around the world celebrate Customer Service Week to acknowledge the effort of employees who work in the field of customer service. Proclaimed a nationally recognized designation by the U.S. Congress more than 25 years ago, CSW provides us at Aqua an opportunity to honor our incredible employees who work tirelessly each day to provide an excellent experience for our customers, both directly and behind the scenes.
We have a terrific group of talented employees on our Aqua Customer Operations team who are deeply dedicated to effectively engaging with customers each day. These employees carry on a commitment that has been fundamental to our company’s 130-plus year history—so important to Aqua, in fact, that it is an essential element of our company’s vision.
And while we rely on these team members to serve on the front lines of our customer service efforts, we know excellent customer experience requires a company-wide commitment. Our entire workforce is responsible for helping to carry out Aqua’s customer service vision.
Fortunately, we have more than 1,600 employees across our footprint who are dedicated to protecting and providing earth’s most precious resource for our customers, with integrity, respect and excellence. They work toward continuously improving our customer experience through diligent maintenance on our infrastructure that ensures reliability and avoids service interruptions; testing at Aqua Labs and throughout our service territories to search for potential contaminants in our water supply; enabling the WaterSmart suite of e-billing, alerts and tips that help customers pay bills, learn of service interruptions; responding to customer service requests via social media through our Aqua social team; and educating customers with campaigns that provide tips including how to properly dispose of fats, oils and grease during the holidays to prevent clogs, water conservation suggestions and how to avoid frozen pipes during cold months.
As part of our ongoing commitment to customers, we have an obligation to constantly improve our processes to respond to changing customer expectations.
This CSW, we celebrate our company’s ongoing commitment to customer service, an incredible ACO team and a workforce that is wholeheartedly dedicated to providing the best possible experience for all Aqua customers.