Bulletin Board

Meet Tony

Bilingual skills help customer relations

August 25, 2000

Tony Carroll provides more than security services.

Most likely security officer Tony Carroll will be the first person you meet when doing business at the Salt Lake City Department of Public Utilities main office, located at 1530 South West Temple. He is employed by CBI Security, which is under contract to Public Utilities.  Tony greets several hundred customers each day and directly helps many of them. Among many other things, customers come to the office building to pay utility bills, resolve billing problems, submit development plans, locate their sewer lateral, or get a meter connection.  The office is work place for administration, customer service, contracts, property, billing, hydrology and engineering employees. Everyone, at one time or another during the day, will see Tony as he patrols the office halls and grounds or sits at his desk at the top of the entrance stairs to the main floor.

Besides Tony’s security duties, he provides another important service. He speaks fluent Spanish and provides customer service assistance to Spanish-speaking customers.  According to Sybilla Dalton, Acting Customer Service Manager, “Tony is extremely helpful to us. He has good people skills and his interaction with Spanish speaking customers is invaluable.” Not only are his communication skills helpful, he has become knowledgeable about a wide-range of utility processes. He understands questions ranging from what to do with a damaged garbage can to how water, sewer and stormwater bills are calculated. But his greatest value is building a bridge between the customer and the Department representative to facilitate quality customer service.

Jim Lewis, Chief Financial Officer, says that he’s noticed that Tony’s friendly manner makes it easier for Spanish-speaking customers to come into the office to conduct business.  “You can tell by the expressions on their faces that they are at ease when talking to Tony,” says Lewis. “Speaking in a familiar language helps to eliminate some of the anxiety and confusion that the customer might otherwise have experienced in dealing with their utility services.”

So, when visiting the main office, expect to be greeted by Tony at the top of the stairs. 

Customer Service number is (801) 483-6900

Customer Service link: www.slcclassic.com/utilities/so_we_can_serve_you.htm