Many customers have reached our Customer Service Division either by phone, email or social media. We currently have 51 representatives who handle billing inquiries, transfer of service requests, payments, emergencies and all other service-related orders.
On average we answer about 1,770 calls per day. That is about 35,400 per month on phone calls alone!
Our representatives spend months training to learn how to respond to all sorts of customer inquiries. Working for Metropolitan Utilities District, they need to know how to handle emergency calls as well as answer questions about our gas and water rate schedules, meter estimation policy, the City of Omaha’s sewer use fee, how to set up a budget plan, the electronic fund transfer plan, energy assistance available for bill payment, meter tests, conservation questions, and installation of appliances! They also contact customers to schedule service work, report results of work performed, and other various information and actions that customers need.
Customer Service at M.U.D. is changing with our customers’ needs. Five years ago, the majority of our customer inquiries were handled by phone. Now, with new technologies, many of our customers are asking that their needs be met through email and our website. This past year, approximately 10,000 signed up to receive their monthly statements electronically.
Even with all these duties, Customer Service in 2014 managed 424,571 phone calls! So next time you call 402.554.6666, remember all the information a Customer Service Representative learns and all the different ways he or she can assist you with your gas and water services.