Your Sensi thermostat support team - meet Julie
Get to know the support team agents behind our world-class service
Calling a customer service hotline is something that most people dread. The experience can seem disingenuous and impersonal and you are often left wondering if the person on the other end of the line even cares. Fortunately for customers of Sensi™ Smart Thermostats, a call to the support team is drastically different. Here, our support team agents take great pride in their work and are highly valued. Their unique talents and extensive knowledge directly contribute to your experience. Each one is truly a “people person”, a problem-solver, an expert, and above all, personally committed to giving you 5-star service.
In this blog series, we’ll introduce you to one of our support team members, so you can get to know the people you’ll be speaking with should you ever need our support.
Meet Julie D.
Prior to joining the Sensi Support Team as a Customer Experience Analyst, Julie studied Computer Management and Japanese and is known to periodically chatter with fellow agents in Japanese. When she’s not helping customers to set up their Sensi thermostat or troubleshooting complicated heating and cooling systems, Julie enjoys writing fiction novels, playing video games and spending time with her husband and four cats.
Describe a typical day at work.
“My top priority is addressing customer inquiries and troubleshooting HVAC equipment and connectivity when needed. When I’m not on the phone, I have my hand in a variety of projects including writing support articles for sensicomfort.com. I also design wiring diagrams and user guides that we send to customers. This gives me the opportunity to enhance the customer experience, and promote our world-class service and brand.”
What do you enjoy most about being part of the Sensi Support Team?
“I love being able to provide real solutions to customer problems. It motivates me to continuously enhance and share my knowledge with the entire team. Also, the team dynamic and culture of our department is so unique, and like nothing I’ve ever experienced before. Everyone is so supportive of each other, which is really motivating. And since we all have such different backgrounds and talents, we’re constantly learning from each other.”
What is your favorite thing about Sensi thermostats?
“The ability to adjust my thermostat while I’m in bed is by far my favorite feature. The upstairs of my house is much hotter than the downstairs, but the Sensi mobile app allows me to easily turn the air conditioning on to cool the space, and then turn the thermostat off when I don’t need it. It’s easy and convenient!”
What is one piece of advice that you would give to customers before they call you?
“Take a picture of your old wiring! When you take your old thermostat off the wall, snap a picture of the wiring using the camera feature in the Sensi mobile app. This is extremely useful for you and it helps us to troubleshoot your system. Also, your specific wire colors may not always correspond with wire terminals. For example, a wire in the “W” terminal could be white, or blue, or green. If you forget to take a picture of your old wiring, you may have to trace the wires down to your furnace control board to see where they attach to your system, and that is not fun for anyone!”
Sensi Thermostat customers sing Julie’s praises…
“Today, I had the pleasure of working with Julie…[She] was calm, cool and collected…I want to recognize the extra steps Julie took helping us.” – Linda B.
“I want to take the opportunity to bring to management the wonderful assistance given me by Julie…She went out of her way to determine how to connect the changeover from [the previous thermostat] to a Sensi.” – Jose Escobar
“I love the product and more importantly, I really appreciated the help I received from Julie. She went the “Extra Mile”…I am the President of a manufacturing company and have about 100 employees, therefore, I have a great appreciation for good people.” –Thomas J.
