100th CES customer service is focal point for maintenance, repairs for workplace facilities Published May 2, 2012 By Karen Abeyasekere 100th Air Refueling Wing Public Affairs RAF MILDENHALL, England -- Often people run into problems in their workplace such as the heat being out, or the bathroom sink overflowing, and may not know who to call or how to get those problems fixed. The 100th Civil Engineer Squadron Customer Service office can get someone out to fix all those problems and more, and is the focal point for all 100th CES-related matters. The five-person team is ready to help customers facing all sorts of problems, and will arrange to get the problem fixed as quickly as possible. "We have different timescales for different things, according to health and safety and mission priorities," said Staff Sgt. Mercedes Bernard, 100th CES Customer Service operations management journeyman, reminding customers that all concerns are important and will be addressed, but are ranked by priority. A common misconception is that the 100th CES Customer Service handles housing issues as well as workplace facilities, but a contractor maintains base housing units at RAF Mildenhall, RAF Lakenheath and RAF Feltwell. Bernard said they can put the customer in touch with the appropriate office if they call with issues the customer service office doesn't handle. "We can provide updates on workorders, and assign (job) numbers, or we can point people in the right direction if they require something else, such as a base map," Bernard said. "However, we can't help with any issues concerning personal items. If your office fridge, microwave or kettle isn't working, we won't fix those." The length of time customers have to wait depends on the problem. If a toilet is overflowing or leaking, then customer service aims to have someone out there very quickly. However, if a light is out, an electrician may not be out for a while longer, depending on other jobs they have going on, the operations management journeyman said. Another responsibility of the customer service team is to ensure serviceability of airfield lights, create building diagrams and assist in self-help projects. Ministry of Defence employees also play a big part within the 100th CES Customer Service team. "We're important to the mission because we're the first point of contact for a lot of emergency work on base, as far as maintenance and repairs," said Trish Harris, 100th CES customer service coordinator. "If a building loses power, or lights are out somewhere on the runway, people call us to get it fixed." "I like the interaction we have with the military and civilians on RAF Mildenhall who don't work in 100th CES," she said. "We get to talk to so many people in other squadrons and I enjoy the interaction we have with them. There's such a variety of work - it's never boring, and I think it's nice helping people."