In this episode of Going With the Flow, host Lucas Cellino sits down with Nicole Acquavella, Lead Customer Service Specialist at Cellino Plumbing, Heating, Cooling & Electric in Buffalo, NY. Nicole shares her journey from Long Island to Buffalo and how she quickly advanced from a customer service rep to a leadership role within the call center team. She explains what it means to be the first point of contact for Buffalo homeowners(often during plumbing, heating, or cooling emergencies) and how she supports her team by coaching, refining processes, and driving consistency. Nicole also highlights Cellino’s “CubeSide” coaching sessions, designed to maintain high standards in customer service across Western New York. Together, Lucas and Nicole dive into the benefits of Cellino’s membership program, which offers Buffalo families included maintenance visits, discounts, extended labor warranties, and rebate opportunities through National Fuel. Nicole closes by reflecting on Cellino’s strong company culture, team growth, and the excitement of new opportunities like the launch of electrical services.
Lucas chats with Job, founder of JMAX Media, to share the story of a seven-year partnership with Cellino. They discuss SEO, the impact of AI, and how community and culture drive marketing success.
Lucas sits down with Rich, Cellino’s new Director of Finance, to discuss his journey from corporate life to the fast-paced world of plumbing, HVAC, and electrical services. They explore forecasting, industry trends, and what makes working at Cellino so unique.
Garrett shares his journey from business degree to HVAC service tech, reflecting on apprenticeships, growth, and the challenges of Buffalo’s heating season.
If this episode inspires you, remember Cellino is here to deliver dependable home service with trusted customer care in Buffalo.
