The Frontline of Public Power: How Lake Worth Beach’s Customer Service Team Keeps the Community Connected
A Day in Customer Service
At Lake Worth Beach Electric Utilities, the customer service department acts as the frontline connection between the city and our community. Every call, email, and walk-in shapes a customer’s experience with electric utilities. At the center of Customer Service there is a group of employees whose dedication and professionalism help ensure that every interaction is handled with care. I was lucky enough to speak with customer service’s utilities accountant, Rosalyn Ramsubhag regarding the duties of her team.
For the team, every day is full of purpose. The workdays begin promptly at 8 a.m. and are filled with activity. The team manages a steady flow of account lookups, payment extensions, billing questions, service requests, new construction inquiries, customer complaints, and much more, all while maintaining courtesy under pressure. Every interaction is carefully logged to ensure transparency and accuracy.
Finding Purpose in Service
Teamwork and composure are at the heart of Customer Service, and the team emphasizes how interconnected the department is with the other departments in the city. “People might be surprised to learn how we’re able to assist customers with non-utility related issues. We communicate with most departments within the city, which expands our knowledge and allows us to assist them better.”
Despite the challenges of balancing so many responsibilities, the team finds joy in helping others. “The most enjoyable part of customer service is being able to provide meaningful assistance to customers who rely on essential services,” Rosalyn shared.
A Culture of Teamwork
When asked how the team would describe the work culture in their department, Rosalyn summed it up: “Fast-paced, customer-focused, continuous learning.” Teamwork, the team adds, is central to their success. “Teamwork means that everyone works together to provide the best possible experience and solution for the customer, and communication is the single most important component.”
Dedication to Excellence
To those just starting out in the field, key piece of advice was shared, “Always be willing to learn and sometimes that means taking the initiative to do so.”
Through professionalism and dedication to teamwork, our customer service team embodies the mission of Lake Worth Beach Electric Utilities: delivering reliable, customer-centered service to our community.
