Problem solving one call at a time.
Over 30 years, Susan has handled over 400,000 customer service calls.
“It takes a strong intellect and the ability to multitask because you have to know a little bit about a lot at EBMUD and document every interaction,” Susan says. “Every day there is something that needs to be resolved. We constantly find new ways to creatively help customers while maintaining our core values and District policies and procedures. It keeps your mind strong.”
Customer Services representatives handle, at minimum, 55 calls per day. And Susan, as a Customer Services Supervisor, leads of team of 8 (out of 38 total CSRs and Senior CSRs) as they deal with often chaotic circumstances. Customers have questions about everything: how the distribution system operates; how EBMUD is staffed; how the budget is approved and what it covers; how bills are processed; how EBMUD responds to broken mains; how the Board of Directors makes their decisions; what a crew is doing on a specific street. As they handle these complex issues, Susan supports them in the same way the representatives support the customers: listening to their concerns and helping to find a solution.
“The people I work with are the heroes here. They’re the ones who have to remain positive, reflective, and resourceful in dealing with whatever situation they’re presented with.”