When you call, email, or visit TVWD, you’re likely connecting with our Customer Service team – the friendly, knowledgeable people who help keep water service running smoothly for more than 223,000 customers across our community. From starting or stopping service to answering billing questions or guiding customers through financial assistance programs, this team is often the first point of contact and plays a vital role in delivering accurate information and trustworthy service every day.
“When customers reach out to TVWD, we are often their first connection to the District. Whether it’s setting up service, answering a billing question, or helping someone find financial assistance, we take pride in providing clear information and making sure people feel supported from the very first interaction.” – Fortino
TVWD’s Customer Service Department is made up of a diverse and skilled group, including a team of more than 10 Customer Service and Billing Specialists. Several team members are bilingual, which allows us to better serve Spanish-speaking customers.
“Providing bilingual service is about more than language. It’s about making sure customers feel heard, respected, and confident in the information they’re receiving. When we can communicate in a customer’s preferred language, it builds trust, reduces stress, and helps us serve our community more equitably and effectively.” - Jesus
In addition to assisting customers directly, team members contribute to important behind-the-scenes work such as improving our customer information system, testing new software, and ensuring billing accuracy. Their work requires strong communication skills, attention to detail, empathy, and professionalism – especially when helping customers through challenging situations.
“I really enjoy the sense of satisfaction that comes from helping customers, especially when they’re grateful, and I know I’ve made a positive difference for them!” - Ivy
What sets the Customer Service team apart is its culture. Team members describe the department as collaborative, inclusive, and supportive – a group of independent thinkers who take pride in their work and challenge themselves to improve every day.
“What really makes this team special is the culture. We support one another, share ideas, and challenge ourselves to improve every day. We take pride in our work and know that by working collaboratively, we can provide better service to our community.” - Anna
Accuracy and efficiency are important, but so is maintaining positive connections with customers. A sense of humor, teamwork, and shared ownership of service excellence make this group both effective and enjoyable to work with.
“We are committed to earning trust, leading with empathy, and continuously improving how we serve our community. Our team is proud to be part of the community we serve, delivering reliable service one interaction at a time.” – Lee
Behind every bill, phone call, and account update is a dedicated team living TVWD’s values. Whether helping a new customer get set up, assisting someone with a billing concern, or supporting system upgrades that improve service district-wide, the Customer Service team takes pride in serving the community – one interaction at a time.
"The billing group works closely together to ensure customers receive timely and accurate bills. Behind the scenes, there’s a tremendous amount of effort and coordination that goes into supporting this, reflecting the team’s dedication and commitment to excellence." – Denise