Employee Profile: Benita Long

Worked at Louisville Water since 2020

Benita Long is one of two supervisors in the Corporate Office Call Center. As a customer care supervisor, she coaches, trains, and motivates the agents who interact with Louisville Water customers.

“I love to develop and improve my agents’ performance. Inspiring them to be better, to communicate well, and put our customers first has been the best recipe for customer satisfaction. That’s what I love about my job,” Long said.

Every customer concern that comes into the call center is different. While some customers may have a question about billing, others may have a question about water quality or water main construction and maintenance.

For each call, Long said it’s important to think outside of the box.

“Here at Louisville Water, not only will you be educated on providing top customer service, but you’ll also have to know how the meters work, parts of the meter, what field agents do, how consumption works, water quality, etc. It can be a lot, but with proper training and the willingness to succeed, anyone can make it!” she said.

When she’s not coaching call center agents on how to provide excellent customer service, Long enjoys adding stamps to her passport book and spending time with her family.

“I own two businesses; I’m finishing up school and I manage a big family. I’m lucky to find a moment for myself. But when I do, I travel (one of my businesses is a travel agency). I love to see my babies’ faces light up when we hit the road, or my own face when I hit the beach!” she said.