With a master’s degree in education from Harvard University, Shalanda Morris, operations manager of Universal Plumbing, has a heart for lifelong learning.
That’s why she started an apprenticeship program to train the next generation of plumbers. Between the youthful enthusiasm of the five apprentices and the nurturing personalities of the five women on staff, it seems to be working.
“The whole vibe of the building has changed,” says Shalanda. “Everything is so exciting for the apprentices, and they lean on the ladies here a lot. They ask questions or just talk about life like they’re talking to their aunties. The apprentices are not just learning about plumbing. They’re becoming better, more well-rounded people.”
In addition to Shalanda, the women on staff include Claudia Jones, vice president; Jasmine Jordan, who works in human resources; Stephanie Fox, a customer service representative and dispatcher; and Akirah Hills, a customer service representative. The curriculum for the weekly apprenticeship classes includes one-on-one laboratory work, financial literacy and safety training. The apprentices get on-the-job training in the field as well.
Universal Plumbing also has branched out into AI. “It’s not going to replace anyone, but we had to get AI to keep up with demand to give our customers the service they need and deserve,” Shalanda says.
The AI agent can answer phone calls, schedule appointments, make outbound calls and send text messages to inquire about customers’ experiences. In fact, the AI agent has been so effective, Shalanda says, that “a couple of people have a crush on him.”
Community outreach also matters to Universal Plumbing. We sponsor and host community events, and support local non-profit organizations such as Augusta Boxing Club, Living in Purpose Center and Paceline.
2415 Milledgeville Rd, Augusta, GA 30904
706-686-3092
