Listening and solving problems with respect.
Valerie uses expertise and empathy when answering calls.
Valerie’s job involves answering the phone when something has gone wrong. The calls might be about damage to a customer’s property, or damage to District property like a fire hydrant. “Even when customers are calling to make a claim, they usually tell me how professional, pleasant and helpful our crew members and field staff are.”
In addition to working with customers and colleagues on claims, she gets to see contracts that are in review. She appreciates that this role gives her a “big picture” view of what’s going on at EBMUD—everything from major infrastructure projects to goat grazing: “I just saw that we’re using goats to do vegetation management. Isn’t that fun?”
“I feel good about working for an organization that is so well respected by the community.”