Cleveland Utilities dedicates call center

By BRIAN GRAVES

Posted 1/28/18

Cleveland Utilities officially dedicated its new call center Friday saying it has already made a positive difference in serving its many customers.

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Cleveland Utilities dedicates call center

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Cleveland Utilities officially dedicated its new call center Friday saying it has already made a positive difference in serving its many customers.

Customers can now have their questions and concerns addressed 24 hours a day, seven days a week throughout the year and on holidays.

“We are excited to say the least, in many, many ways,” said CU President/CEO Tim Henderson. “This was a huge step for us.

“Being a public utility and part of our community, it’s important for us to recognize the importance of this without question,” he said. “We are proud to provide quality and reliable electricity, safe quality water  and responsible wastewater services as well.

“But, beyond that, the customer service experience is extremely important to us,” Henderson said. “This call center is a historic and significant step in that direction. It changes a lot how we interact with our customers.”

He added that there were many past and present CU staff, board members and City Council members who helped make the new call center a reality.

“I want to thank the customers we have in our community and the trust they have given us knowing we put them first and will continue to do that,” Henderson said. “That trust is not free. It’s a trust that has to be earned. And, we understand that and we want to make sure we earn that trust.”

Henderson noted the call center has been operational since October and “is moving forward and has been great.”

Marshall Stinnett, CU chief financial officer, is the lead of the department which oversees the call center.

“We have everything from six work stations which can all be filled at one time or it could be down to one, depending on the call volume,” Stinnett said. “Because of this call center, we are able to immediately handle a customer complaint 24/7, 365 days a year. It could be as simple as a question about their bill or as advanced as a service not working.”

Stinnett said the operators have been trained in all areas that might be CU customer concerns.

“They can triage immediately from the time they get the call, rather than having to dispatch someone after hours and take 30 to 45 minutes to get there,” he said. “These people can hopefully remedy that and can help the customer while we’re on the phone.”

Stinnett also said this brought five new jobs to Cleveland, “and that’s a big deal for us.”

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