“Cassie has a natural compassion for our customers’ needs,” said Dan Beal, McElroy’s chairman. “Her special gift is how she inspires our team’s enthusiasm for solving customer concerns. McElroy’s promises solutions, and Cassie helps service reps and technicians take pride in their key roles in each success story. She motivates everyone around her to provide the best service possible.” During 20 years with McElroy’s, Cassie Benton, McElroy’s customer service manager, has earned the trust and respect of colleagues and customers alike. We’re pleased and proud to celebrate her 20th anniversary with McElroy’s on August 16, 2026.

From KCK to Topeka

Cassie grew up in Kansas City, Kansas, and attended the Turner School District. While she had many interests, no single career track excited her enough to pursue it in college. Instead, after graduation she entered the workforce. For three years Cassie worked in a high-end luggage store in Oak Park Mall, rising to store manager. She then gained office-setting experience working for a medical practice. In early 2006, Cassie moved to Topeka. “I applied to a temp agency here,” Cassie said. “That summer, I received a call out of the blue. McElroy’s was looking for a full-time receptionist.” Cassie interviewed and got the job.

Streamlining Dispatch

Dan Beal had recently become president of McElroy’s and wanted to streamline the service dispatch system to more efficiently meet customer needs. Cassie’s capabilities had already impressed him, so he asked her to become the new dispatcher for commercial HVAC services. “Originally, one set of people took customer calls while a separate person scheduled the technicians. That took a lot of back-and-forth discussion,” Cassie explained. “We made it so that the person who took the customer’s call also scheduled the service with the technician. Everything ran faster and smoother.” Over time, Cassie was a key part of creating more process and technology efficiencies and was eventually named customer service manager.

A Great Dispatcher

“Being a great dispatcher is not easy. You need to understand the service that needs to be done, and clearly communicate it to the field technicians,” said Jason Long, McElroy’s commercial HVAC service sales. “Back when I was a field tech, I wanted Cassie to be my dispatcher. She understood priorities and cut straight to the point, telling me exactly what I needed to know. Cassie’s great memory and attention to detail made a technician feel prepared – and confident – about facing even difficult service challenges. Today, Cassie coaches our customer service reps up to her own high standards, encouraging them to be excellent communicators with our techs and customers.”

Teamwork

“My customer service team includes five talented ladies who coordinate service calls for about four dozen technicians in residential and commercial HVAC services, plumbing, and now electrical,” Cassie said. “Every day is different with new challenges. I’m demanding, but I’m as hard on myself as anyone else – and I don’t ask for anything I haven’t done or wouldn’t do myself. Every person on the customer service and field technician teams plays an important role in customer satisfaction. Getting someone’s furnace, A/C or plumbing working again makes an upset customer very happy. We all share in the efforts, and in the good feelings of success!”

New Challenges

“Cassie is a reliable, dedicated employee who makes decisions and owns them. She has been a customer-service leader for a long time, and she still likes to go after new challenges,” said Keith Watkins, McElroy’s vice president. “When Cassie spots something that needs to be fixed, she’s eager to jump in, develop new processes and make things better. Sometimes she reaches the point of overloading herself, and then she’s good about handing things off and moving forward. Her team enjoys her knowledge and support, and they support her very well in return.”

Your Best Call

“While we deal with customers almost exclusively over the phone, we enjoy growing to know them personally,” Cassie said. “We also know our technicians very well – their individual expertise and personalities. That knowledge helps us match the right technician to each challenge.” Recently Cassie’s dispatch crew added the electrical service team to their duties. “Just one company should come to mind for every service – McElroy’s! I know our overall team is exceptional at what we do, and I’m happy to pass that confidence on to our customers. McElroy’s is your best call!”

Kids, Cats & Dogs

Cassie enjoys close relationships with her mother, Lorri, and step-dad, Tom, in Kansas City, and her brother, Billy, in Basehor. Cassie and her husband, Darren, are raising her daughter, Shelbi Lue, and his son, Deegan. “Shelbi Lue graduated high school while earning a CNA from Washburn Tech. She wants to be an ultra-sound technician, and travel,” said Cassie. “Deegan is a super-smart high-school senior who plays on the Shawnee Heights golf team and has Tom Watson’s autograph on his hat.” Cassie has two grown stepdaughters: Alyssa is a dental hygienist in Topeka, and Riley is a pediatric nurse in Kansas City. In addition, Cassie has three dogs and three cats. When the kids are all grown and out of the house, Cassie is passionate about offering a foster home for “difficult” dogs.

Keeping it Real

With all the strategic change and growth Cassie has helped lead over the years, she emphasizes how the human touch remains paramount at McElroy’s. “Our digital systems hold valuable details about each customer’s service history and equipment. That helps us prepare our technicians to do smart work,” Cassie said. “Taking our customer calls in person is still imperative – no artificial attendant for us. Real people listen, care and help!” Cassie keeps it real. For two decades she has been increasingly trusted to push hard for stellar customer service by inspiring our teams to do their daily best. McElroy’s appreciates Cassie’s dedication to excellence, and we know she will continue to help us all strive to do even better!