In July, the University of Houston’s FIXIT team hosted a friendly meet-and-greet with The Lighthouse of Houston team, who serve as the 24/7 call center operators for UH FIXIT.
What is FIXIT?
Two teams work together to handle the processing of the thousands of service requests every month: the UH FIXIT team and The Lighthouse of Houston. FIXIT is the University of Houston’s 24/7, 365-days-a-year customer service team that ensures all facilities service requests are addressed promptly. Regardless, if service requests are put in via phone call, text, Access UH, or email, the FIXIT hotline processes them all.
What is The Lighthouse of Houston?
The Lighthouse of Houston is a nonprofit organization that helps blind and low-vision individuals live independently in Houston and beyond. WorkQuest is a nonprofit organization that connects disabled Texans to job opportunities. In 2021, WorkQuest selected The Lighthouse to support FIXIT with 24/7 phone coverage.
When someone calls FIXIT’s hotline 713-743-4948, The Lighthouse team answers, including nights and weekends. The 24/7 service speaks to Facilities/Construction Management’s dedication to maintaining excellence, while simultaneously building the futures of disabled Texans.
“We are filled with an abundance of gratitude”
The FIXIT & Lighthouse partnership is going on five years and ahead of the anniversary, FIXIT welcomed The Lighthouse team to visit UH’s campus and the FIXIT office for a midday celebration. The FIXIT team was pleased to offer light refreshments, UH-branded swag bags, and a tour of the FIXIT office to Lighthouse guests out of appreciation.
David Oliver, senior associate vice chancellor/associate vice president of Facilities/Construction Management, met with the Lighthouse team during the meet-and-greet. He expressed heartfelt thanks on behalf of the Facilities/Construction Management for the Lighthouse team’s service.
The Lighthouse and FIXIT teams enjoyed exchanging friendly banter, expressions of gratitude and recognition of accomplishments, and pride in personal and team wins. When asked what wins Lighthouse staff valued as a team, the staff expressed pride in how their on-call teamwork has improved processes in the past two years, highlighting a new onboarding program that’s been transformational for incoming staff.
“We really appreciate such an awesome welcoming by the entire FIXIT team! It was nice meeting everyone in person. We cannot thank you enough for making this happen. We are filled with an abundance of gratitude and are extremely appreciative of the opportunity to visit. Thank you again for making this happen, and for the refreshments and such a warm welcoming!” said Ana Garza Escobedo, who leads in dual capacity as lead Lighthouse customer service representative and FIXIT Lighthouse Call Center supervisor.
In a spirit of mutuality, the Houston Lighthouse on-call team invited FIXIT to visit their facility, potentially this fall.
“It was a privilege to meet the Lighthouse of Houston call center agents in-person and celebrate the outstanding work they do every day. We are sincerely thankful for their dedication, passion, and continued commitment to building futures and maintaining excellence,” said Janice Weyers, the senior customer relations manager of FIXIT.
The FIXIT team looks forward to continuing to work with The Lighthouse as they serve the UH community together.