Carolyn Kowalewski began her career in the City of Huntington Beach 18 years ago in 1998 as a Customer Services Representative under the City Treasurer responding to utility billing and City services inquiries. At the time, almost everything was done manually – applications, payments, changes to services. There was no auto-pay, no pay by phone, and customers had to either come into City Hall and complete the paperwork or mail it in.
Carolyn began overseeing Vault Operations in the Treasurer’s Office in 2000, and was promoted to a Senior Customer Services Representative in 2001. She spent six years overseeing vault services which included cash and check deposits, printing paychecks, petty cash and check distribution, as well as providing assistance to the Accounting Division with bank reconciliations.
In 2005, the City reorganized the Administrative Services/Finance and Treasury Department. Carolyn moved over to the Finance Department in 2006 as a Senior Accounting Technician under the Municipal Services Division where she continued taking on additional responsibilities and oversees customer service operations for water and utility services billing.
Just to give you an idea of Carolyn’s service to the Community, last month the division answered nearly 2,000 calls with an average wait time of 1:42 (one minute forty two seconds). Last year over 23,500 calls were answered with an average wait time of 1:51 (one minute fifty-one seconds). On average 100 customers are helped at the front counter each month. Carolyn is responsible for ensuring that all 52,000 bill statements are accurately generated, printed and emailed or delivered electronically each and every month.
Currently, Carolyn has been assigned as the lead for the Division for the implementation of new utility billing software with an anticipated launch date this fall. As with any task that Carolyn is given, she gladly takes on the responsibility, follows all policies and procedures, commands an extensive knowledge on the topic and provides excellent customer service on behalf of the City.
When not giving her all at the City, Carolyn can be found spending time with her husband and two daughters at Disneyland, volunteering at church or at the Dance Studio with her daughters.
Carolyn started at the City as a new mom and now has her first daughter graduating from high school. She will tell you, "I can’t believe where the time has gone!"