From Receptionist to General Manager: Caitlin Lopez’s Journey at UWRG

When Caitlin Lopez first joined United Water Restoration Group’s (UWRG) Long Island office in late 2020, she wasn’t looking for a leadership role — she was simply seeking a fresh start after the birth of her daughter during the height of the COVID-19 pandemic. What she found, however, was a company that didn’t just offer a job, but an opportunity to grow.

“I saw online that a small business was looking for some office help,” Lopez said. “I applied, interviewed, and connected really well with the CEO.”

Hired as an office administrator in November 2020, Lopez quickly discovered that working at UWRG meant much more than handling administrative tasks. “If you’ve ever met my boss, you would know that we don’t have jobs here, we have opportunities,” she said. “I learned very quickly that it wasn’t just answering phones or filing paperwork. I was acting as the backbone of the organization, providing solutions wherever they were needed.”

Lopez’s eagerness to learn and contribute positioned her to experience all sides of the business, from marketing and sales to operations and finance. Thanks to strong mentorship from her team and her own initiative, she was promoted to office manager in 2021, and by May 2023, she stepped into the role of general manager.

“I didn’t really have a choice — I fell into it,” Lopez said. “But when I saw the outcomes that come from collaboration and how the organization could grow because of it, that’s when I fell in love with the role and knew I was meant to be here.”

Today, what Lopez values most about her job is the people — both her team and the clients they serve. “Every day, they challenge me to give my best,” she said. “I’m a mom, a wife and a daughter, and in our industry, everything we deal with is urgent — people’s homes, their memories, their feelings. I gravitate toward this work because I have so much empathy for what they’re going through.”

For those just starting out in an entry-level role like she once did, Lopez offers simple but powerful advice: "Soak it all in. Learn everything you can. Don’t ever think, ‘I’m just in the office’ or ‘I’m just answering phones.’ Those pieces are crucial. If the phone doesn’t ring, there’s nothing else for anyone to do. Get deep, get uncomfortable and embrace learning everything you can."

Lopez’s story is a reflection of UWRG’s commitment to hiring the best and fostering growth from within. Since 2008, UWRG has helped thousands of homeowners and businesses restore properties to pre-loss condition, and with a focus on personal attention and excellence, the brand has grown to more than 50 locations nationwide. In a recession-resistant industry fueled by emergency response and infrastructure needs, UWRG continues to deliver exceptional service — led by team members like Lopez who are passionate about making a difference.