Customer Service Department: Putting Customers First

August 1, 2010 -- Many customers recognize Megan, one of MNWD’s Customer Service Representatives, as the friendly voice on the telephone who answers questions and helps solve problems. Megan recognizes that the key to her job is being patient, helpful and knowledgeable about Moulton Niguel services and resources. Customers often comment how surprised they are to hear a "human" voice and not an automated voicemail system.

Megan says she enjoys talking to people and helping them. She feels it is important to listen carefully to customers. Sometimes they are very specific about what they need; other times they may not be sure. It is always rewarding to help a customer, especially during an emergency situation. Recently, a customer called in a panic because a hose in their laundry room had burst and water was going everywhere. Megan was able to tell her how to shut off her house valve before too much flooding occurred.

As a Customer Service Representative, Megan’s job includes many duties. She takes telephone orders to start and stop service, updates customer name and address changes, and initiates service orders for a variety of problems, including meter leaks, hydrant leaks and line breaks. The District has more than 172,000 customers and services five cities. On average, MNWD’s Customer Service Department receives more than 300 calls each day.

Megan’s attitude reflects the feeling of the entire Customer Service Department: Customer service is a top priority at Moulton Niguel.