This Team, led by the Customer Care Team Chief, is comprised of the Customer Relations; Customer Care North, West, Central, and South; Information Support, Customer Outreach, Support Services, and Strategic Planning Groups.

Customer Care Team Group Leaders

Hak Kwon

Customer Care North Group Leader

The primary objectives of this Group are, to have accurate accounting of water use (primarily through regular meter maintenance), to reduce the number of sewer back ups and overflows, the timely repair of broken water mains and sewer mains or backed up sewer mains and all of their associated house connections.

Nathan Leshner (Acting)

Customer Care West Group Leader

The primary objectives of this Group are, to have accurate accounting of water use (primarily through scheduled meter readings and regular meter maintenance), to reduce the number of sewer back ups and overflows, the timely repair of broken water mains and sewer mains or backed up sewer mains and all of their associated house connections.

Rodney Butler (Acting)

Customer Care Central Group Leader

James Reid Jr (Acting)

Customer Care South Group Leader

Calvin Farr

Wastewater Collections Group Leader

This Group is responsible for the proper maintenance of the wastewater collections system, including inspection, Line Blockage Assessment, routine, preventive, and emergency collection system cleaning and maintenance. This Group interacts with other Groups both inside and outside of Customer Care, serving as a hub for the overall wastewater collection system process, ensuring customer satisfaction and environmental stewardship.

Angelia Butler

Information Support Group Leader

This Group is responsible for maintaining and distributing information relative to the Customer Service Information System, Maintenance Management Information System, and the Permits Processing Information System. The Group is responsible for implementing new technology needed by the Customer Care Team, determining the impact of computerized system changes, and for developing new applications.

Brian Davis (acting)

Strategic Planning Group Leader

This Group is responsible for developing and implementing the Customer Care Team training program; keeping the Customer Care Team abreast of the changes taking place in the industry; suggesting course of direction to keep the Team on the cutting edge; and coordinating with the Strategic Systems Management Office to ensure that the Customer Care Team initiatives are in line with those of the corporate Team.

Clive Mattis (Acting)

Support Services Group Leader

This Group is responsible for supporting the Groups under the Customer Care Team and managing the Team's contracts. This Group's work focuses on preventive maintenance such as ensuring that water/sewer lines are replaced in a timely fashion, modernizing metering system technologies, and Fire Flow Tests, and the Discolored Water Program.

MPANDE MUSONDA-Langley

Customer Relations Group Leader (Acting)

The Customer Relations Group answers customer calls and letters regarding emergencies and more routine matters; such as, high bills, occupancy changes, payment arrangements, and suspension of services due to nonpayment of bills. In addition, this Group provides permitting services to plumbers, offers walk-in customer service, handles orders for new meters, reviews billing exceptions, corrects and adjusts billing, and investigates and resolves claims. This Group consists of the Customer Care Center, the Special Billing and Correspondence Unit, and the Claims/Emergency Services Unit.