Whether celebrating decades of working at NPPD or securing just a handful of years under their belts to date, a few things are clear: NPPD teammates have great career ambitions, personal connections, and an invested interest when it comes to public power in Nebraska.
Lean a little more about the job of Norfolk Customer Service Leader Shana Halsey, who has been with NPPD for 10 years.
How does your job fit within the big picture of NPPD operations?
I am part of a fantastic team of individuals who are the voice and face of NPPD! At the Contact Center, we answer all incoming calls to NPPD – this could be for a bill, to move a house, apply for a job, answer questions on upcoming and ongoing projects, or working with retail or public power partners in outage situations. Our team is comprised of very knowledgeable and dedicated individuals who won’t stop until an answer is reached, and this is what customers expect of us. We are always looking for better ways to communicate with our customers or tailor processes to exceed their needs.
What’s the one conversation you will always remember from that unforgettable customer?
One in particular that comes to mind is a Retail customer who had difficulty paying his bill. I worked with him at length to find suitable payment arrangements to meet his needs and ours. Honestly, it wasn’t anything extra special, but he felt it was and showed appreciation by sharing his positive experience with the local office and calling me monthly – whether to let me know he was doing fine and able to pay his bill or to educate me on quantum physics. I learned from him that showing a bit of kindness can go a long way. Unfortunately for me, I retained nothing from the quantum physics lessons!
How does working with customers every day shape your view of public power?
Working with retail customers allows me to see the direct benefits of public power and the importance of keeping things local. This includes being able to walk into an office or call in and speak with someone (in state) about their bill and have them take time to answer questions without feeling rushed or leaving unsatisfied. This is not the same level of customer service you receive everywhere – it’s better because we are all working together.
Working after hours with our public power partners is where you can see a lot of the magic behind how connected we are in the common goal of public power. On more than one occasion, someone has called in to report an outage for a utility that’s not their provider. Regardless of whether they are the “right” utility, many times a utility will choose to go out and help the customer. That’s what public power does for its customers, and it’s a benefit many don’t even know exists.
What are your aspirations for the future?
Earlier this year, I was given the opportunity to be on the core team of the Retail Customer Information System project. Specifically, I learned more of the technical aspects of our Customer Relationship Management module and helped provide online solutions to our end users (NPPD’s Contact Center and field offices). Mobile usage for these parties is next on our list. This is a fantastic opportunity, and I truly have enjoyed my work so far. It’s a challenge to figure out what the best solutions are for our employees and customers, and I embrace every moment doing so.
Search our current job openings to see if there is a career at NPPD waiting for you!