Meet Linda, a customer service representative with over 20 years of experience at SD1. Linda speaks with dozens of SD1 customers every day, so if you’ve ever called our main office, chances are you’ve had the pleasure of speaking with her. We recently sat down with Linda to talk about her career at SD1.
Linda, how long have you worked at SD1?
For 20 years.
How has your role evolved?
I was hired to help with administrative tasks in the engineering department in preparation for building our Western and Eastern Regional Reclamation Facilities. Those projects ended after about eight years, but the customer service department needed more support, so I moved there. For years I worked at SD1’s front counter, welcoming visitors and helping customers paying their bills, but now I spend most of my time in the Call Center.
What is your typical day like?
I speak with about 50 or more customers on the phone nearly every day. Most of our calls are from customers regarding their bill. Typically, I reference their account history, water usage and explain our billing methodology. But other calls aren’t so simple. It can be challenging to address the various concerns a customer may have. Sometimes this involves coordination with another SD1 department, establishing payment arrangements or doing additional research to answer a tricky question. Whatever the case, I do my best to resolve any issues they may be experiencing.
How does your role contribute to SD1’s mission?
In many ways, the customer service department is the voice of SD1. We talk with customers one-to-one and help the community understand our services better, daily answering their questions and empathizing with their struggles. Our interactions help build trust between SD1 and our community.
What is one of your favorite moments at SD1?
In 2004, my kids, Amy and Nicholas, participated in promotional events to open SD1’s Public Service Park (PSP). Although they’re in their 20s now, it was very special that I could share my work with them at that age, showing them firsthand how SD1’s services positively impact the environment.
Favorite thing to do outside of SD1?
I love to be out on my boat at Williamstown Lake in the summer, baking and spending time with my family.
Finally, what is a highlight of your role?
Throughout the years, I’ve talked with thousands of Northern Kentucky residents, and I’ve learned so much from their experience and stories. I love that!