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Worked at Louisville Water since 2006
When Lauren Smith joined Louisville Water, she came to the company with a customer service background and a recommendation from a friend who already worked here. Nearly two decades later, that customer-first approach remains central to her work today.
Smith started as part of the customer care team before moving to water quality in 2010. Now she helps support Louisville Water’s Cross-Connection Control Program, which ensures barriers are in place between the public water supply and potential pollutants inside customer plumbing systems.
The program includes inspections of industrial, commercial, fire, irrigation, and domestic customer service lines to identify potential hazards and make sure they are properly contained and don’t flow water back into the system.
“Most of my day is updating backflow test results, answering calls and emails with customer questions, and supporting contractors or our cross-connection specialists when they need assistance,” Smith said. “I am the central point of contact for external customers.”
That work can become especially busy during a seasonal rush of test submissions, but Smith said the volume also reflects something positive: “Customers are doing their part to protect public health.”
She added that she enjoys and takes pride in her own role in protecting the health of the community and in helping “educate customers about backflow prevention.”
Smith also attends classes where she meets with certified testers and explains Louisville Water’s expectations and requirements. Those conversations help build understanding of why cross-connection control matters and how customers, contractors, and testers all contribute to keeping the water supply safe.
Smith said when she’s not working, she and her husband “take care of our small farm, ride horses, and compete in horse shows. I also compete in trials with my dogs. I enjoy spending time with my pets.”
