Muranda Kleis has built her career on a simple but powerful foundation: empathy, collaboration, and a genuine love for helping others. From her first days as a Customer Care Representative at Casella, Kleis stood out, not just for her calm demeanor and quick problem-solving, but for her ability to connect with people during their most stressful moments. Now serving as a Customer Care Technical Support Manager, she’s a driving force behind the systems and strategies that empower her team to deliver service that’s both efficient and deeply human.
I’ve always had a heart for helping people, making people laugh, and a strange talent for staying calm when others feel stressed. Customer care lets me combine those to be the person who listens, helps, and hopefully makes someone’s day a little lighter. I love a good challenge, and there’s never a dull moment in this role.
I started as a Customer Care Representative, learning the ropes and asking a lot of questions. From there, I grew into leadership roles, helping build up our team and our service standards. Each step has been about developing my skills while making sure the people around me grow too. I am now in the role of Technical Support Manager for Care, and I am dedicated to improving systems and teaching our team how to utilize our technology to provide better service to our customers without making it feel robotic.
No two days are the same, and that’s exactly why I love it. I manage everything from coaching teammates and answering escalations to putting out those unexpected “fires” that arise in customer care. My role is a mix of problem-solving, cheerleading, and making sure our team has what they need to succeed.
The emotional side. We’re not just solving service issues; we’re connecting with people at stressful moments. It’s about being empathetic and steady so that the customer feels heard and respected, and sometimes that’s more important than the actual solution.
Teamwork and composure. We rally around each other, stay focused, and remind ourselves that the storm will pass. Our people are the best part of my day, and working shoulder to shoulder together helps keep the negativity at bay. We are fortunate to have amazing, caring people here.
It means leaving someone better off than when they came to you, whether that’s with a solution, reassurance, or simply knowing they were heard.
When you call Casella, there is a real person with their own struggles and life challenges answering the phone. We put all that aside and work to ensure we are solving the issue put in front of us. We really care about every customer. We advocate, follow up, and strive for the best possible outcome for you. Our team makes me proud every single day.
Casella Waste Systems, Inc., headquartered in Rutland, Vermont, is one of the largest recyclers and most experienced fully integrated resource management companies in the Eastern United States. Founded in 1975 as a single truck collection service, Casella has grown its operations to provide solid waste collection and disposal, transfer, recycling, and organics services to more than one million residential, commercial, municipal, institutional, and industrial customers and provides professional resource management services to over 10,000 customer locations in more than 40 states.
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