Helping callers with respect

Jennifer Hernandez is a Customer Service Representative II in the Miami-Dade Water & Sewer Department's Support Services/ Field Operations Unit. She was acknowledged by customers for delivering her best.

''I have been trying to get answers to a problem for months with no success,'' shared Ms. Simmons. ''However, today I got Jennifer's help. She was the upmost professional and so patient. She answered all my questions and gave resolution to the situation.''

''Jennifer really is excellent. I give her the highest accolades possible,'' Simmons says.

Another customer shared that they were assisted by Hernandez. ''She was very helpful in guiding us through the steps needed.''

When asked, Jennifer was quick to note that she was only doing her job and many others on the staff in her unit do the same for customers every day. She is shy about being singled out for praise when so many work tirelessly to handle a very busy customer call area.

“Our community relies on us to answer their questions and solve problems,” Jennifer said. “We must take each call with a great attitude and be good listeners to be able to assist them with their concerns. Oftentimes, customers just need to understand how an adjustment was applied to their bill, make a payment or navigate the website. It is meaningful to be able to help them.”

“I actually love helping people and I’m committed to treating them kindly and with respect. I am big on treating others how you would like to be treated,” she said. “That is what our County is all about: people.”

“It is nice to be recognized and appreciated,” Jennifer added. “Our workforce works very hard. I don’t mind that because I know my efforts are impacting our community in some way.”

“While I have only been with the County for five years, I feel like I am in the right place to make a difference and can continue to grow and develop myself here.”

“My son, Brandon, helps keep me centered and thriving,” Jennifer concluded. “My County family does that too. Our employees lead by example. I strive to do that as well.”