Customer service and satisfaction is at the center of everything Conway Corp does.
Conway Corp’s mission includes being “dedicated to exceeding our customers’ expectations in producing and delivering safe, affordable, reliable, innovative and environmentally-sound utility and telecommunication services while enhancing the quality of life in our community.”
Customer Care Specialist II Kelly Johnston knows a little about customer service. She began her career at Conway Corp more than 20 years ago, as a customer care specialist in July 2004. She spends her days at work answering incoming calls from customers about each of Conway Corp’s six services.
“I help to schedule appointments, troubleshoot cable, internet, security, phone service, basically, if you call Conway Corp, you are likely to get me or someone in my department.”
When asked what she loves most about Conway Corp, she talked about the local aspect as well as the energy the company pours into its employees.
“I love that we are a local company, so we relate to our customers,” she said. “We know them, we are them. I have always found Conway Corp to be fair and honest with customers. Also, I have never worked for a company that cares so much about employee happiness and engagement. In my opinion, you will not find a more reputable utility company that gives back to the city it services.”
Earlier this year, Kelly earned Master Account and Sales Rep Certifications from NCTI, the preeminent training organization for broadband and wireless professionals. The certifications required completion of 16 courses focused on improving the customer service skills used daily when interacting with customers and co-workers. She also completed six NCTI courses, which consisted of 21 hours of NCTI customer service, cable service and troubleshooting coursework and passed each exam.
“I spent a year taking a number of classes and I’m not going to lie, the technical courses were hard,” she said. “But it was interesting to learn how all of these services get from our offices to the customers’ homes, since we normally troubleshoot issues on the other end after services are installed. Receiving the certificates brought me a lot of pride. I worked hard for them and I’m very proud of myself.”
She reflected on all of the things that have changed in customer care over the past two decades.
“When I started in the call center, we only had four customer care reps and one manager,” she said. “The only thing that we helped with when we started was internet. We worked in a former storage closet with no windows. So many of the programs I used back then are so different now. We now provide support for internet, cable, Conway Corp TV, telephone service, home security, electric, water, wastewater, billing, transfers, the list goes on and on. We now have more than 10 reps and we have moved to a huge call center with walls of windows and plenty of space for how much the call center has grown since 2004.”
The best part of Kelly’s job? Helping customers.
“Customers just want to be heard. The best thing you can do in this situation is listen. If a customer knows that they are important to us and their needs are important to us and by listening to them, that is the best way to help. I strive daily to show them that they are important to Conway Corp.”
Employees like Kelly make it easier for Conway Corp to continue our mission. We are grateful for her and all of our employees who truly put customers first.
