Service that never sleeps
You've got to be a superb juggler to do what Jen Wallace does. She's part of CULLITON's team of customer service representatives, responsible for dispatching the service technicians to fix equipment and solve problems for its commercial, industrial and institutional customers.
"You do have to be very organized," agrees Jen. "We've got to make sure we dispatch the right technician for each job and we have to know what they're all up to at any given time. Our customers expect it and their livelihoods depend on it."
Fortunately, all technicians carry Blackberries and all trucks have GPS systems, so keeping track and staying in touch is easier than it used to be years ago.
Jen started at CULLITON in 2001, joining the company right out of college. Although she studied to be a law clerk, she saw an opening at CULLITON and applied. It turns out she enjoyed customer service so much she decided to stay.
"I like the personal contact and I actually enjoy juggling everyone's needs and ensuring they're all met. It's very gratifying to get an email or a phone call from a grateful customer saying, 'thank you so much for getting us back up so quickly and staying until the job was done'. I find that very rewarding."
After hours, CULLITON's live call centre takes over answering emergency calls, ensuring customers get the 24-7 service they sometimes need.
"Our job is to do whatever it takes to make the customer happy," says Jen. "A team of us makes sure that happens."