Mastering the Art of Customer Service: Trecy Robin

Trecy Robin joined our Northampton, PA team in October 2022, making a bold career shift from nursing to waste management. Though the industry was unfamiliar territory, she embraced the transition with unwavering determination, immersing herself in the complexities of resource management and quickly becoming a key asset to her team.

As a senior customer care representative, Robin is not only a problem-solver, but also a leader, mentor, and trusted voice for both customers and colleagues. Her exceptional reliability, proactive approach, and infectious positivity create an environment where teamwork thrives and challenges are met with confidence.

What drives your enthusiasm and dedication in your role?

I take pride in doing things the right way, being reliable, and constantly learning. I enjoy being a part of a team where everyone plays a role in making operations run smoothly. This sense of purpose and progress keeps me motivated every day.

What does a typical day look like as you support customers and ensure a seamless experience?

An average day begins with reviewing and responding to customer emails and voicemails from after hours, ensuring no request goes unnoticed. I then shift my focus to answering incoming calls and assisting residential customers with everything from service requests and account set-ups to resolving customer service concerns. One of the primary goals for each day is to ensure that our customers feel heard, valued, and respected.

In what ways do you support and guide your team as a mentor in the Customer Care Center?

As a senior representative, I take pride in being a reliable resource for my team, especially new members navigating their roles, regularly supporting training efforts. Every day is a busy day, but I enjoy being the go-to person that the team and our customers can rely on.

How do you envision your future career growth within the company?

I would very much like to continue my growth within the company, where I can continue to take on more responsibility and contribute to meaningful advancements within the organization. I am currently focusing on developing my customer care and leadership skills to be prepared to potentially step into a leadership position and drive positive change and efficiency.