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Worked at Louisville Water since 2004
National Customer Service Week is celebrated every year during the first full week of October, and Louisville Water would like to express gratitude to its Customer Service Representatives, Field Customer Service Representatives, and all those who engage with customers. These employees often go the extra mile to assist customers in establishing new water services, transferring accounts, resolving various issues, and answering a wide range of questions.
For example, Tracy Queen once received a call from a customer who had a question and concern about an item on her bill. Not only did Queen answer her questions and resolve the issue, but she also managed to secure a significant refund for the customer by contacting the Manager of Revenue at Louisville MSD. (Although Louisville Water and MSD operate as separate entities, bills are combined for customer convenience.)
Queen shared that the customer “was on a fixed income and had recently lost her husband of 60 years, which truly touched my heart. When I called her back to deliver the good news about the refund, she was so emotional that it brought me to tears as well. Those moments genuinely make me feel like I’m making a difference.”
When she joined Louisville Water two decades ago, Queen brought with her valuable experience from another utility’s customer service department.
“My passion for helping others and my connection to the community led me to Louisville Water,” she explained. “I enjoy assisting customers with their inquiries, resolving issues, and ensuring they have a positive experience with our services.”
A challenge she encounters is “managing high volumes of inquiries during peak times, which can be stressful; however, what I love most is the chance to help customers and brighten their day, transforming challenges into positive interactions.”
Queen mentioned that customers often express their gratitude for her help, which is “why I love this job and the impact we can have on people’s lives.”
When she’s not working, she enjoys “spending time outdoors and exploring new places with my family. Traveling is a great passion of mine, and I cherish creating memories with my loved ones.”
