The City of Raleigh showcases its less visible heroes in the video series "This is What I Do," offering a glimpse into the day-to-day operations that largely occur out of the public eye. The latest spotlight is on Lori Tanner, an engineering specialist within the Stormwater division, tasked with the meticulous job of managing customer accounts and billing related to the city's all-important stormwater fees.
Homeowners in Raleigh might recognize the Stormwater fees as a standard line item on their utility bills, but few likely understand the complexities and diligence behind its calculation. Tanner's role not only requires her to ensure the numbers add up correctly but also, often, to physically visit homes to gather accurate data, according to the City of Raleigh. Her journey in resolving billing issues doesn't stop at site visits; it extends into extensive research, tracking down every necessary detail to ensure the customer's concerns are addressed—a process she apparently delights in.
Fostering customer confidence and satisfaction is more than a task for Tanner—it is an ethos. "It's very important for me that when someone reaches out to us…that they feel like they're being heard and that they are receiving the answer that they need," Tanner told the City of Raleigh's news team. This dedication to service goes beyond the spreadsheet, it's about connecting with the community, validating their issues, and meticulously ensuring that every resident has their questions answered and their problems resolved.
