The Heart of Northeastern: Celebrating the Customer Service Team

By Michael Earls with the Climate Justice and Sustainability Hub 

Northeastern University’s Customer Service team is the unseen force that keeps campus life running smoothly. Whether navigating the chaos of move-in or tackling the daily challenges of facilities support, this team embodies dedication and adaptability, making sure every member of the university community feels cared for and supported.  

Stephanie DiLeo, who has been with the team for over a year, captures the essence of their work. “We handle everything from monitoring alarms to managing keys for contractors, all while fielding a high volume of calls about facilities issues,” she shares. During move-in, this already-demanding role amplifies significantly. “We’re all hands-on deck, picking up extra shifts and staying later to handle the sheer volume of calls,” she explains. Despite the challenges, Stephanie emphasizes the team’s collaborative spirit as the key to their success. “We’re lucky to have such a cohesive team. Everyone steps up to support one another.” 

For Miguel Santos, who recently transitioned from customer service to access control, the move-in season remains a defining experience. Reflecting on his time with the team, he praises their adaptability under pressure. “The workflow during move-in is intense, but it’s managed seamlessly thanks to our manager, Inger Brown. Her experience and leadership set us up for success.” Miguel recalls the importance of constant communication and preparedness during this period. “Inger’s systems ensured we were always ready, with staff lined up and equipped to handle the chaos,” he says. 

Inger Brown, the team’s manager, brings a wealth of experience and a deep understanding of customer service challenges. Having worked her way up from coordinator to manager, she’s intimately familiar with the demands of the role. “Move-in can be overwhelming,” she acknowledges. “You’re dealing with calls from parents, students, professors, and more, all within a compressed timeframe.” To mitigate stress, Inger developed a comprehensive move-in binder containing vital information like parking details and schedules, ensuring that team members have resources at their fingertips. 

Inger also focuses on the emotional well-being of her team. “I remind them not to take things personally,” she says, acknowledging the frustrations parents may express. “Sometimes, they just need someone to listen.” Her leadership style emphasizes empathy and support, creating an environment where staff feel valued and empowered. 

Stephanie highlights the rewarding moments when their efforts ease stressful situations for students and parents. “It’s a great feeling to know we’re making a difference and helping people through what can be a stressful time,” she says.  

Beyond move-in, the Customer Service team is continually evolving. Recently, they updated the training manual to better equip new team members with current processes and information. Another key initiative was the reintroduction of the ‘temp memo,’ a simple but effective system that keeps staff informed about temporary changes on campus, such as construction projects or special events. These initiatives ensure the team remains equipped to meet the university’s ever-changing demands. “We’re always growing and improving,” Inger affirms, highlighting the team’s commitment to staying ahead of challenges. 

Inger sums it up best: “We call ourselves the heartbeat of the university, and I think it’s true. We’re here for every call, every challenge, and every person who needs us. That’s what makes this work so meaningful.” 

Written by Michael Earls, December 22nd, 2024