City Customer Care Center and 24-Hour Hotline (545-3300)

The City of Columbia is proud to announce the new Customer Care Center and 24-hour hotline at 545-3300. City residents and customers can call the Customer Care Center for City ser­vice requests and utility billing questions. Local customers can also use 311 to contact the Customer Care Center.

Customer Care Center calls will be answered by a live person 24 hours a day, 7 days a week including holidays, and will re­place all previously published numbers for water customer bill­ing questions, drinking water quality questions, sewer questions and hydrant flushing requests. These old numbers will automat­ically forward to 545-3300. All 311 calls made in the Midlands will also forward to 545-3300.

During City business hours, a City Customer Service Repre­sentative will take calls. After hours, a call center will answer on behalf of the City. Both will route service requests to the appro­priate City departments. A Customer Service Representative will follow up with the customer during City business hours once the concern has been addressed if the customer leaves contact information.

According to Angela Adams, Customer Service Administrator for the City of Columbia, "The goal of the Customer Care Cen­ter is to improve the customer experience by providing timely responses to inquiries and service requests related to City ser­vices." City Customer Service Representatives will act as liai­sons for City service request and utility billing customers. They will take the customer's information, address any questions that can be answered immediately, submit service requests, follow up with any City divisions that need to be involved in address­ing the concern and follow up with the customer if contact infor­mation is given.

Please contact the City of Columbia Department of Utilities and Engineering at 545-3400 or Victoria Kramer at 545-3227 if you have questions.(vlkramer@columbiasc.net)  If you would like to learn more about the City of Columbia’s Customer Care Center, visit columbia.sc.gov/customercare.