Updated October 09, 2025
When the lights come on, water flows, and bins are rolled away, there’s a quiet team behind it all. During Customer Service Week, we’re celebrating the voices on the phone and the hands at the keyboard who listen, explain, and solve problems – keeping daily life running smoothly one conversation at a time.
Morning Moments: The questions that matter
As the first calls come in, the questions range from the practical to the unexpected. “Why is my bill so high?” is a familiar one for Customer Utility Services Representatives’ Rodney Gilbert, Brandi Deskins, and Crystal Boone. Each time, they dig in with empathy to help customers find answers and solutions. As Crystal put it, “Anytime we can help a customer that is struggling with understanding their bill or making a payment is a success story.”
Leilani Baroman, Senior Utility Customer Service Specialist, often hears, “What’s the minimum I can pay to keep my lights on?” She finds joy in taking the time to explain, saying, “Simply providing the patience to explain and helping them walk away with understanding is the biggest success story.” Tiffany Zabel agrees, noting how much she enjoys “helping new customers set up their new accounts” and answering their first questions about the community.
Kelly Ballard, Waste Services Clerk, laughs when someone asks, “Can’t the truck just shake the can?” She explains with care that the newer trucks are more “huggers” than shakers, taking pride in helping residents understand how services really work. For Wendy Johnson, success came when a simple billing question led her to discover a customer was eligible for a medical discount program. “I sent her the info and made her day, which also made mine.”
And sometimes the questions are surprising. Sheena Campbell, Utility Billing Analyst, recalls being asked, “Where is the post office?” She smiled and helped anyway, because customer service is about caring for people, even beyond utilities. Dawn Vargo hears the same question often, but she also reminds residents, “All it takes is reaching out and communicating with us. We’re here to listen, support, and find solutions together.”
Midday magic: The power of teamwork
The strength of the team lies in the way they support one another. Kathy Cullen, Utility Billing Analyst, shared, “My favorite thing is collaborating with the wonderful people on my team. We encourage each other, not only professionally, but also with things happening in our personal lives.”
Jennifer Anderson, from the Billing Department, says she finds energy in her morning tea, but her heart is fueled by the bigger picture. Even in the daily work routine, each team member brings their own spark and perspective.
For Crystal, the pride comes from both work and community. “I love how much we do for the community and how much we care. The Electric Rodeo was an amazing experience, and my kids loved the Big Truck events.”
And for Dawn, the heart of the job is simple: “Making sure residents feel valued and supported, treated with respect and dignity”
Afternoon smiles: Finding lightness in the work
By the afternoon, the stories stack up. Stephanie Gillis finds joy in sharing little-known solutions, like reminding residents that they do not need to wait a whole week for trash pickup—they can schedule an extra one.
Humor also keeps the everyone going. The team often imagines themselves in sitcom openings, from Golden Girls to Full House and Star Wars. If every call had to be sung like a musical, many say they would happily sing their way through account numbers and payment plans. It is that sense of fun and resilience that makes even the toughest days brighter.
Evening reflections: Heart at the core
At the end of the day, it is the small wins that shine the brightest. Rodney reflects, “When a customer is struggling to pay their bills and we give them a solution to help, that is when I feel the most proud.” Tiffany Zabel lights up when she helps new customers find their footing. Wendy Johnson treasures the moments when kindness makes someone’s day. Nancy Westberg still remembers easing the worries of an elderly gentleman who told her he loved her after she helped with his bill, calling it one of the sweetest moments of her career.
Crystal sums it up best: “Every time a customer walks away with clarity, whether about a bill or a payment, it is a success story worth celebrating.”
Customer service is more than answering phones or replying to emails. It is the voice that steadies worry, the patience that brings understanding, and the compassion that turns frustration into relief. This team makes sure the lights stay on, the water flows, and every neighbor knows they are not alone.
This Customer Service Week, we celebrate them not just for the answers they provide, but for the heart they put into every call. They are proof that behind every service is a person who cares deeply about the community they serve.