From First Call to Final Contract: McKenzie Clark’s Journey of Customer Driven Success

When McKenzie Clark joined Casella in 2020, she didn’t just step into a customer care role, she stepped into a career built on problem‑solving and genuine connection. Today, as one of the newest Commercial Services Representatives on the Montpelier/Burlington, VT sales team, McKenzie brings that same customer‑first mindset to every conversation. Her journey from frontline customer care to commercial sales reflects Casella’s core belief that great service isn’t a department, it’s a culture. And for McKenzie, it’s a calling.

Your Casella journey began in Customer Care. What originally brought you to the company, and how did that path lead you into Sales?

I began working with Casella in 2020 and recently transitioned from Customer Care into a sales role. I’m now the newest member of the Montpelier/Burlington commercial sales team, serving as a Commercial Services Representative. This transition has allowed me to build on the customer-focused foundation I developed as part of the care team, expand my knowledge of our services, and strengthen relationships with customers in new ways.

What does a day in your role look like now, and where do you find the most fulfillment in your work?

My days are a mix of fielding inbound calls and email requests from customers, reviewing our CRM system to price and reach out to prospective customers, and working closely with our operations team to resolve service-related issues. The part I enjoy most is building meaningful relationships with customers and having the opportunity to share Casella’s values.

You recently closed your first deal. What made that moment stand out for you?

Closing my first deal was an incredibly rewarding and confidence-building moment. The customer was a pleasure to work with, and it was especially fulfilling to provide a level of care they hadn’t experienced with their previous provider. Being able to show them firsthand how much Casella values its customers made the experience even more meaningful.

How did your time in customer care shape the way you approach sales conversations today?

My time in Customer Care provided me with an invaluable skillset and knowledge base that I still use every day with my commercial customers. I learned the importance of de-escalation, teamwork, independence, and problem-solving, all while being supported by outstanding leadership. Those experiences continue to influence how I communicate and advocate for my customers.

In your view, what does excellent service look like, and how do you bring that to life for customers?

To me, excellent service means going above and beyond. It’s not about applying a quick fix. It is about taking the time to understand the root of an issue and working alongside our operations team to find the best long-term solution for both the customers and our team.

What motivates you most about working in the waste and recycling industry, and specifically with Casella?

I am most inspired by the passion, dedication, and drive behind the work we do. Casella’s commitment to sustainability, community engagement, and reducing our carbon footprint serves as a daily reminder that I’m part of a company that cares, not only for its customers but also for the communities and environment we serve.