HISD Customer Service Impact Award winner feels inspiration to help others

The enthusiastic crowd gathered at the HISD Food Service Center broke into cheers when hearing the announcement that Hector Castillo was selected to receive the Customer Service Impact Award for January.

A customer service representative for the last two years in the HISD Customer Care Call Center, Castillo said he wasn’t expecting the accolades.

“It’s really an honor to be recognized by your peers,” Castillo said. “I want to help as many people as I can, and I learn a lot every day.”

The Customer Service Impact Award recognizes HISD Business Operations employees who lead by example and deliver fantastic customer service while adding value to their department and positively influencing others.

The HISD Customer Care Call Center is a 24-hour operation that handles more than 2,600 calls every week, including maintenance requests, campus work orders, and parents seeking answers to transportation-related questions.

Team Lead Tatasha Gordon said Castillo is an asset to the team.

“He continually goes above and beyond to help other reps with information, such as with Spanish translations,” Gordon said. “He is always contributing and supporting the team.”

Castillo said the training helps prepare the representatives to handle a lot of different subjects.

“We get questions about payroll, school maintenance, and sometimes calls from an upset parent,” said Castillo. “My parents and grandparents inspired me to help others, and I am glad that I can do that here.”

To report a maintenance issue at a district facility, call 713-556-9400 or email CustomerCare@HoustonISD.org.