In August 2021, the City of Lubbock Utilities (COLU) created the Account Support department to assist large commercial accounts. Previously, there was only one department that handled all residential and commercial requests for over 200,000 customers. Now, with this new group of account support specialists, the two teams can dedicate more time to their respective customers, reducing hold times and providing timely and efficient customer service.
Comprised of five individuals – Jennifer Marin, Kista Jones, Amy Day, Belinda Velasquez and Yolanda Sendejo – the department’s primary responsibilities include setting up large commercial accounts, assisting with as-needed supervisor calls, researching and getting more details for larger account requests, investigating high bill inquiries and addressing any immediate questions or issues that may arise.
Through their work they aim to create trust and establish a strong relationship with their commercial customers, while handling requests in a timely manner. Get to know your Account Support team:
Jennifer Marin, Account Support Specialist III
Jennifer started working with COLU on Nov. 4, 2008, as a customer service representative. In 2011, she took on the role of utility service advisor followed by three years as an escalation specialist until she landed at her current position as an account support specialist. Outside of work, she enjoys quality time with her three daughters, son, six dogs and two cats.
Kista Jones, Account Support Specialist III
Kista was one of the first members of the Account Support department but began working with COLU in 2004 with the customer service department. You can catch Kista cheering on her son and nephew at football games, cooking meals, traveling with her family or spending time with her two granddaughters.
Belinda Velasquez, Account Support Specialist III
Belinda has worked with COLU for over 11 years. She started as a customer service representative then became a utility service advisor before landing at her current position as an account support specialist. Belinda helps train and coach her team to better understand how COLU’s billing system works. In her free time, Belinda tries new restaurants and goes to the movies with her two sons, reads and spends time with her two nieces.
Yolanda Sendejo, Account Support Specialist III
Yolanda started in the sales department on June 1993 and is now on the account support team. She has four daughters and two sons, which she enjoys attending games with during her free time.
Amy Day, Account Support Supervisor
Amy started her career at COLU in the call center. She has been with COLU for 10 years and was selected to be on the Advanced Metering Infrastructure (AMI) and Customer Information System (CIS) RFP committees. In 2017, she was promoted to account support supervisor. When she is not working with the Account Support team – or the “Dream Team” as she calls it – Amy enjoys spending time with her family and two pit bulls and gardening.
COLU appreciates the Account Support team for their hard work and dedication in serving their customers. Next time you’re at the office, stop by and say hello!