An individual and a team were the recipients of the Carol Tracey Award for excellence in customer service in 2008. The awards were presented at the NEPPA Customer Relations Conference on April 11 at the Renaissance Hotel in Providence, R.I. The recipients were recognized for their contributions to outstanding customer service in their utilities in a variety of different areas.
The recipients were Brigit Lambert of the Templeton Municipal Light and Water Plant and the Information Technology Team at New Hampshire Electric Cooperative.
Brigit Lambert has worked at the Templeton Municipal Light & Water Plant for nearly 20 years, and according to General Manager Sean Hamilton, she has always shown outstanding compassion and understanding to utility customers, particularly the elderly.
"She goes beyond her call of duty to assist them," he said. "She has that special knack to know how to read each customer and always seems to know what approach to take with them."
Lambert often works on her own time to accomplish projects, such as going door- to-door on a Saturday to help the Water Department survey residents for a much needed grant for a new water line and infrastructure. She also arranged for all new water meters to be installed in each customer’s home, calling each home sometimes after working hours, so this could be accomplished.
"Needless to say, the customers love Brigit," said Hamilton, "and many ask for her when they call."
The New Hampshire Electric Cooperative Information Technology Team is an integral part of the Cooperative’s member and customer service programs. The team consists of 16 highly dedicated and capable individuals who support member/customer service activities throughout the organization. Their dedication and assistance makes it possible for the Coop to meet and exceed their members’ expectations. They often go beyond the call of duty (nights and weekends) to ensure that NHEC’s operations remain fully functional for the members.
Customer Service is a priority for NHEC’s IT Team as they ensure that critical systems are operating on a daily basis. They are the unsung heroes of the organization, because when the systems/applications work as intended, no one knows they’re there. Yet, they are always in the background providing critical services to front office staff to help serve the members. Among the many accomplishments of the IT team in the past year are maintaining a help desk to resolve over 4,000 system and facility inquiries/issues; installing and training personnel on a new phone system (automated to assist members with outage reporting); and advancing ePay options (credit and web payments) for members

Templeton General Manager Sean Hamilton
presents Brigit Lambert with the Carol Tracey
Award for excellent customer service.

NHEC's Norman Brien accepts the Carol Tracey Awardfrom Corporate Services VP Dena DeLucca
on behalf of his IT team.

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