Two employees who recently went above and beyond to provide high levels of service to our customers were recognized on May 11 at Visit Indy’s annual ROSE Awards, presented by Citizens Energy Group.
Customer Support Specialist II Sheri Watts was honored for assisting a customer whose water service was disconnected for non-payment after a miscommunication with her landlord. The customer shared some of her hardships with Sheri, including that she was caring for her son with special needs and had run out of food stamps. Sheri provided the customer with Warm Heart Warm Home assistance to help with her bill. In addition, inspired by Sheri’s compassion for the customer, the contact center supervisor team and some associates banded together and purchased groceries for the family to assist them in their time of need. The customer was overwhelmed by the generosity and caring attitudes of Sheri and the team.
Customer Support Specialist I Jill Towers was recognized for going above and beyond after Rosie’s Southside Animal Shelter suffered a devastating fire on February 13. Shelter employees reached out to the call center after the fire, as they desperately needed water for the animals but did not have service. After looking into the address, Jill discovered that the shelter does not have Citizens water service and is instead on a well. Because electricity had been shut off in the aftermath of the fire, the shelter’s well was not working. Anxious to help, Jill reached out to her supervisor, Lynn LaFara, who coordinated with Water Operations and Customer Field Services employees Nate Schiller, Mike Elliott, Mike McLaughlin, and Mathew Anderson to run a water service line from a nearby fire hydrant to the shelter to provide water for the animals.
Congratulations to Sheri and Jill on the well-deserved ROSE Awards recognition of your outstanding service to our customers and our community. A special thank-you to Contact Center Supervisor Lynn LaFara who nominated both Sheri and Jill. Supervisors are encouraged to nominate staff for a ROSE Award for going above and beyond in customer service. Individuals can also be nominated for Citizens’ own Customer Champion Awards.
