City of Columbia recognizes frontline staff during National Customer Service Week

National Customer Service Week is a nationally recognized celebration held each October to honor the vital role of customer service professionals across the country.

As the 2025 observance approaches, set for Oct. 6-10, the City of Columbia is proud to recognize the achievements of its own customer experience teams.

The Cashier's Office, Contact Center, Utility Customer Service and all City frontline professionals staff the frontlines of some of the City's most frequently used service lines, including processing payments, answering customer inquiries for all City of Columbia services and maintaining customer relationship management systems.

Over the last year, the customer experience teams have had several notable successes.

• The Cashier's Office, the Treasury Management staff and Utility Customer Service coordinated efforts during the transition of 15,000 customers from City AutoPay to PayCoMo AutoPay. They served a multitude of customers during transition and delivered exemplary customer service by collecting and reporting customer feedback about the platform to help improve the experience. The transition was successful with over 80% adoption.
• The City's Contact Center successfully completed a year of using the reporting tool SeeClickFix, which included adding a new option to report encampment areas. The team processed reports for over 95,000 customer interactions since the implementation of the new reporting tool.
• Utility Customer Service won the 2024 Customer Service Excellence Award from Advance Utility Systems. This award recognizes the team's outstanding commitment to delivering exceptional customer service and their ability to transform customer-related initiatives to achieve a high level of excellence in customer engagement, experience and service.