Michele Melville, Manager of the City of Winder’s Customer Service Center, shares what it’s like to lead the team that serves more than 22,000 customers every day. From paying bills to handling leaks, property taxes, and garbage service, her department is often the first impression residents get of the city. Michele talks about her journey from cashier to director, how new technology helps customers understand their usage, and why kindness and active listening are the foundation of good service. 

Q: Tell us a little about yourself and how you got started at the City of Winder.

Michele: I’ve been with the City of Winder for a little over 10 years. I started out as a cashier, then moved to customer service rep, and then to billing. I’ve done every job in the department, which really helps me now because I understand how everything works.

Q: What does your day-to-day look like as Customer Service Director?

Michele: Lots of emails, department head responsibilities, and customers constantly coming in with questions or issues. I also handle budget work, make sure the building is in good shape, and ensure our employees have the tools and training they need. Since I stepped into this role, most of my staff have been new—so we’ve been learning together.

Q: What services does the Customer Service Center provide?

Michele: We serve about 22,000 customers with water, sewer, gas, and garbage services. Residents can pay their utility bills here, as well as property taxes. We also take some payments for finance and even a few for the fire department. People come in with all kinds of questions, and we try to answer everything we can.

Q: How have you seen customer service evolve in your time at Winder?

Michele: The biggest change is the focus on empathy and active listening. When people are upset about a bill or a cutoff, it makes a difference if the person they’re dealing with is calm, understanding, and willing to listen. I encourage my team not to interrupt—even if someone is upset—because people just want to feel heard.

Q: How do you handle an angry customer?

Michele: I try not to match their energy. I stay calm, introduce myself, ask their name, and say, “How can I help you?” That often surprises them. Then I show them their usage data, explain what might have happened, and help them find solutions. Many times it’s something like a running toilet or a hose left on. We can also help with arrangements, leak adjustments, or connecting them to assistance through local churches.

Q: How has technology changed your work?

Michele: Immensely. With smart meters for water and gas, we can see usage patterns remotely and help customers identify leaks or unusual activity. It saves our staff time from having to manually read meters and gives residents accurate information. Online bill pay has also been a big improvement.

Q: Can you share an example where customer feedback led to a change?

Michele: Customers told us they wished they knew about damaged equipment sooner—like if they accidentally hit a meter with a lawnmower. Now we use the note section on bills to add important notices, so people are aware right away.

Q: How does the Customer Service Center support people who are struggling to pay their bills?

Michele: If someone reaches out before their service is cut off, we can set up arrangements to give them more time. We also connect people to the “Church of the Month” program through Barrow County Cooperative Benevolence Ministries, where local churches help cover bills. Personally, I’m very tenderhearted—so if I know someone is really in need, I’ll work with them even after a cutoff to get their service restored.

Q: What’s a typical day like at the Customer Service Center?

Michele: We open to the public from 9 to 5, but staff come in at 8 to prepare. We handle a lot of emails for new service, disconnects, leaks, and trash issues. We also stuff and mail bills—not just utility bills, but property tax bills too. And of course, we answer calls and help customers who come in throughout the day.

Q: What are three words you’d use to describe the Customer Service Center?

Michele: Accurate. Kind. Busy.

Q: Any misconceptions you’d like to clear up?

Michele: A big one is that people think they can pay their utility bills at City Hall—but payments are only accepted at the Customer Service Center. City Hall and the police station share a building, so I understand the confusion, but all utilities must be paid here.

Q: What’s the main message you want people to know about your department?

Michele: We are here to serve the community in whatever way we can. If we don’t have the answer, we’ll find it. Sometimes we’re the first impression of the City of Winder, and I want that impression to be the best it can be. My team works hard to treat people with kindness, fairness, and respect—because you never know what someone is going through.

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