CityWest changing its hours

Come May, CityWest customers will have fewer hours in which to pay their bill or make services changes at the Third Ave. location.

Come May, CityWest customers will have fewer hours in which to pay their bill or make services changes at the Third Ave. location.

On May 6 the hours at the storefront will be changing to 10 a.m. to 4:30 p.m from the current hours of 9:30 a.m. to five p.m., a reduction of one hour. However, company officials say the reduced hours come as a result of listening to their customers.

“The majority of customers surveyed, when asked if they would prefer to call us or come in, said they would prefer to call. As a result we implemented a new telephone system to handle calls and reduce wait time,” explained CityWest human resources and customer service director Sean Carberry.

“Since then, we have experienced a decrease in traffic at the storefront location between the hours of nine a.m. and 10 a.m. and from 4:30 p.m. to five p.m. This change also brings us in line with other storefronts in the region that have the same hours.”

International Brotherhood of Electrical Workers Local 337 shop steward Lucy Zroback said the reduction in operating hours will not impact the hours of CityWest employees as the call centre will remain open from 8:30 a.m. to 5:30 p.m. Along with the change in hours, Carberry said the company is looking at new ways to engage customers.

“Right now you can e-mail one of our representatives from the website, and we are looking at chat functionality in the future,” he said.

Technical support will continue to be offered to Internet customers 24 hours per day.