Burgess Presented Customer Service Award
Lilly Burgess, Stowe Electric Department’s Office Manager, was recently presented with the Northeast Public Power Authority (NEPPA) 2016 Carol A. Tracey Customer Service Award. The Carol A. Tracey Customer Service Award is for employees of NEPPA member utilities who deliver outstanding service to their customers, either through sustained, exceptional performance in serving their customers, or the development of new and/or innovative programs to meet customer needs.
General Manager, Ellen Burt, had this to say about Lily.
“Lily possesses the talent, skills and compassion that make not only an outstanding customer service representative but an excellent mentor and teacher to our other staff members. Lily is dedicated to the customers of our utility and tirelessly works to create and update processes and systems in our business office that always put the customer first.
The latest accomplishment credited to her amazing customer service skills was just recently employed. Lily put herself onto our on call list with our after-hours answering service on disconnect days so that she would be able to speak personally to the customers requesting re-connect. This new process allows the customers to speak to the person responsible for making the decisions and to make necessary payment arrangements so that we may get the power back on as quickly as possible. This has increased our collections and our level of customer satisfaction. We received customer praise the very first night this was implemented!
You will not find a more dedicated and compassionate customer service representative in the utility sector. Lily always puts the customer first and is willing to put everything aside to assist a customer with payments, usage and questions. She will even go to visit the customer at their place of business or home to assist them if needed.”