Did you know Public Power Week is the same week as Customer Service Appreciation Week? Conway Corp proudly recognizes the employees who power our community and support our customers with professionalism, compassion and excellence.
Today, we’re spotlighting Marcelo, a Customer Care Specialist, who exemplifies what it means to serve Conway with empathy, patience and dedication.
A Day in the Life
Marcelo views his role as much more than handling inquiries or resolving issues — it’s about making customers’ lives easier and less stressful.
“I like to think that my role is to help alleviate all types of stressful situations for our customers,” he said. “Whether it be fixing an issue or matching them with the right service, my goal is to ensure they have been assisted properly every time, no matter what is needed.”
Every call, every interaction and every solution matters to Marcelo — because each one represents an opportunity to make a customer’s day better.
Turning Challenges into Positive Outcomes
Patience and empathy often make all the difference in customer service, and Marcelo has seen that firsthand.
“During the middle of our ConwayCorpTV transition, an older gentleman called in determined not to make the switch and had several reasons why,” Marcelo recalled. “After about an hour of discussing everything, I was able to ease his concerns, and the call ended with him scheduled for the changeover.”
Through conversation and reassurance, Marcelo helped the customer understand not only why the transition was happening, but also how it would benefit him.
“It seemed clear that he simply had reservations that he needed to talk through to get on board. That interaction taught me that with enough patience and perseverance, any situation can be turned around if you keep working at it.”
Building Trust Through Connection
For Marcelo, customer service begins with genuine human connection — something as simple as starting a conversation with warmth.
“I love when I’m able to work in a ‘How are you today?’ at the start of a call,” he said. “It’s a surefire way to start a positive rapport with customers.”
That personal touch, combined with empathy, helps him build trust and clarity with every customer he assists.
The Power of Empathy
If you ask Marcelo what his workplace superpower is, he doesn’t hesitate.
“My superpower is most definitely my empathy,” he said. “All of my jobs have been in some sort of customer service capacity because I genuinely enjoy assisting people. I have always found it easy to connect with folks, which comes in very handy in this field of work.”
It’s that empathy that allows him to truly understand customers’ perspectives and make every interaction meaningful.
A Shared Service Mindset
Marcelo deeply values Conway Corp’s culture of service and teamwork.
“I appreciate that everyone at Conway Corp has a service mindset,” he shared. “No matter the department or position, everyone here shares the goal to be of service to our community.”
That shared purpose drives his motivation to show up each day ready to help, solve problems and support the customers who depend on Conway Corp.
Service and Power in Action
Both Customer Service Appreciation Week and Public Power Week honor the people behind the service — those who keep our community connected, informed and powered. For Marcelo, these celebrations are a reminder of the importance of his team’s work and the appreciation that comes with it.
“It gives me a reason to step back and really take in that what my department accomplishes on a daily basis is not only important to Conway and Conway Corp alike, but also that we are appreciated for it more than we may realize in the thick of it,” he said.
When asked what advice he’d give to customers, Marcelo’s message reflects both humility and pride in his team’s mission.
“While we may not be infallible, we are fiercely dedicated to our mission of serving customers,” he said. “They can rest assured that they will always be taken care of to the maximum of our abilities.”
Marcelo’s empathy, patience and professionalism embody the values that define Conway Corp’s customer service and public power teams — proving that every conversation and every connection make a difference.
At Conway Corp, we are proud to celebrate our dedicated employees — from customer care specialists to lineworkers and metermen — who make our mission possible every day.
