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Customer Service

Las Virgenes Municipal Water District’s unique approach to customer service combines field and office staff into one department, closely coupled with public outreach. It makes sense, since all three groups directly serve and communicate with customers. Read more about LVMWD's innovative program, "Customer Service - Teaming Up to Clarify Communications" in the February 2004 edition of AWWA's national publication Opflow.

And, it’s working. The 14-member team covers all aspects of customer service, from phone calls to field service calls. Working together, the team has a better understanding of customer issues, smoother transfer of information, and greater consistency and quality of services. Doug Barrow, Senior Field Customer Service Representative, sums it up well. "We’re different from other water agencies because of the close interaction between office and field team members."

Lots of Phone Calls

Office Customer Service Reps and the district Receptionist receive lots of phone calls from customers each day. Reps handle topics ranging from requests to begin or end service, to billing questions, water quality concerns, reports of broken lines, complaints, and the list goes on. Office staff need to be knowledgeable about water and district operations to provide answers, offer guidance, or get the right technical staff involved.

On-Site Field Calls

Following up on phone calls, Field Reps handle over 5000 service calls a year, going on-site to check the water meter, investigate a leak, see why there might be white deposits in the tap (in most cases caused by the water heater), look for mysterious sources of water in the street, and more. Field Reps must be well-rounded. Equipped with detailed technical knowledge about water service, and LVMWD’s water systems they can easily handle customers’ questions on-site.

But, customer calls are just a small part of their jobs. For billing, Field Reps read about 10,000 meters a month, going house-to-house and recording each customer’s usage. Over time, automation is advancing the process. Gary Weston, Field Customer Service Supervisor, says, "Keeping up with developing technology in the industry makes meter reading more efficient and more accurate, enabling us to better meet customers’ needs."

Billing Process and more

Once collected, the meter reads are downloaded into a computerized billing system and verified by both the Field Reps and the Billing Technician. Every district customer is billed approximately once every 2 months, adding up to about 140,000 bills issued annually. Office staff prepare the billings, process and record payments and handle delinquent accounts.

And there’s still more. Field staff install meters in new developments, perform routine maintenance on meters and underground vaults (that house large meters), replace aging meters, and test meters for accuracy. Office staff handle programs for specialized types of customers, including agricultural rates and sub-metering.

Cross training is essential in building a broader understanding of customer needs. Field Reps work phone lines, assist with billing, and enter data into customer accounts. Office Reps ride along for service calls and help with meter reading.

"Our goal is to get everyone working together to provide excellent service, and make it look seamless to the customer", explains Carol Palma, Office Customer Service Supervisor. "There is a sense of personal satisfaction when we can help one of our customers in any way".

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