Monica Joyner
VP - Customer Experience
Monica Joyner joined SAWS in 2026 as Vice President of Customer Experience, bringing with her a wealth of knowledge in customer service experience and operational leadership.
She brings more than a decade of leadership experience, having served as Director and Interim Vice President of Customer Account Management at Austin Energy, leading customer operations supporting both electric and water services. She also served in the private sector as Vice President of Customer Relations and Training in the Dallas area, where she leveraged her expertise to support organizational objectives and advance customer-focused initiatives.
Joyner holds certifications in Project Management Professional (PMP) and Six Sigma Black Belt, an advanced credential for professionals who lead complex process improvement initiatives using DMAIC, data analysis, and structured problem solving. She is also a Certified Internal Auditor.
The SAWS Customer Experience group is responsible for always providing the highest level of service to SAWS customers, responding in the most expedient and professional manner possible. This group is also responsible for the accurate and timely billing of SAWS customers and the maintenance of customer accounts.
Billing – Reviews the billing process for accuracy of all SAWS bills printed daily; resolves customer service online billing issues.
Customer Care – Promptly handles all inbound telephone customer inquiries regarding billing, account information, service problems and payments.
Field Services – Responsible for service turn-on/turn-off requests; collection of delinquent accounts; fire hydrant meter readings; and setting, removing, repairing and testing water meters.
Meter Reading – Ensures all SAWS water meters are read on schedule, recorded and researched for accurate billing.
Revenue Collections – Determines and ensures correct billing format for customer accounts; handles inbound calls regarding collection of delinquent accounts.
Customer Centers – Four full-service walk-in locations provide friendly, personal interaction with SAWS’ residential and commercial customers.
Contact
To: Monica Joyner