Customer Service – What Makes Us The Best?

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Customer Service… What makes us the best?
By Sean O’Toole – Customer Service Manager
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To be the best you must first have a clear understanding of what customer service is; as it is such a diverse area.  Most people think customer service is a department that treats customers with a friendly attitude and tries to resolve their problem or question as efficiently as possible. This is true, however, there is so much more that has to happen for a customer to be serviced to their satisfaction. For example, if a customer calls us to change the removal date of their container, we have to then update the scheduling which must be relayed to the driver through dispatch. The route must be subsequently recalculated to ensure other customers experience are not effected as the driver may have been counting on the removal to make his next delivery.  This is simply one example of how customer service is truly handled by the whole company instead of just the Customer Service Department. In our company, the whole company participates in customer service. We believe working as a team across all departments is what truly makes an exceptional customer service experience.

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Michael Jordan is considered to be one of the best basketball players of all time. However, despite his great skill he could not have won any championships without the assistance and support of his team. His fellow teammates would aid him on the court by doing things like setting a pick for Jordan to make the crucial shot or making the tough pass to him for a game changing layup. He had such a long time in the spotlight due to his good team and great teamwork.

Our team knows that providing superior customer service needs to be solid much like an oak tree which consists of many living parts working & growing in unity. The root system is akin to our vast variety of service; our team is equipped to cater to all your needs, from the home, to your business or construction site.

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The trunk of the tree represents our working platform for the day to day operations of our company. This includes our billing staff, operations workers, IT staff, web designer, and everyone that works to carry out the needs of the customer to ensure their satisfaction.

The branches of the tree are our Customer Service Representatives. These representatives are part of a diverse group with expert training, with plenty of experience to ensure all your individual needs are met in a timely fashion.

Most importantly are our leaves, our customers. The customers are the lifeblood of our company who provide the most valuable part of it all, their insight. This insight allows us to shape our company around our customers’ needs, which create the foundation of our company.

By providing your insight and opinion we are able to ensure the tree thrives. Without this, we slowly shrivel up to become a past memory. Your input combined with our experience has allowed us to grow over the past 41 years.  Our service has a reputation of being seamless. From the person that takes your request to the driver that delivers the container. We understand it needs to be an all in effort with company wide participation.

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To meet customer expectations reliability needs to be second nature. This is why we are selective in the equipment that we purchase, the mechanic that works on the trucks, and the drivers that provide the service.  We know that we can not be the best without having the best to assist you.

Our oak tree is standing proud, thriving and growing every day. Through storm and calm, we have stuck with our core values. We do not run for cover when a storm comes, we in turn view it as an opportunity to gather rain to fuel our growth.  These opportunities to learn, to adapt, to improve, and to keep doing what our customers love; has molded us into what we are today.

We are a diverse group of departments with one desire in common.  We strive to provide paramount customer service, to internalize an instinct to assist you, to grow and to continue to train as a team.  We accept that we may not always grow the fastest or make every shot; however, this is where our passion & purpose unite. As Henry Ford once said, “Coming together is a beginning, keeping together is progress: working together is success.” Over time we have come together from many departments into one company, standing united against any adversity ready to serve you.  This is what makes our customer service the best!

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Wishes On Wheels Convoy

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USA Hauling & Recycling participated with 4 trucks in Connecticut Make A Wish’s 17th Annual Wishes On Wheels Convoy on Sunday, September 11. The event departed from Rentschler Field in East Hartford and ran to 384 to Bolton and then back to Rentschler Field. Once returned to the field, the day was filled with lots of family fun!

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From their website www.wishesonwheels.com: “Wishes on Wheels, Inc. is a non-profit, 501(c)(3) organization made up of passionate and hardworking volunteers committed to a shared goal – to organize a family-friendly truck convoy and event to bring together families, friends and community members to support children with life-threatening medical conditions.  Dozens of local Wish Kids look forward to Wishes On Wheels as an annual tradition that simply can’t be missed.  Many of the truck drivers volunteer to have Wish Families ride along with them during the Convoy.  When the Wish Kids arrive, they carefully select the truck they will ride shotgun in during the Convoy or search until they find ‘their truck’ from the previous year.  Upon return to Rentschler Field in East Hartford, there is more fun, food and festivities to help raise money for this important cause.”

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Clean Energy Wins CNG Contract

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NEWPORT BEACH, CALIF. – Clean Energy Fuels Corp., (NASDAQ: CLNE) announced that it has been awarded a multi-year contract for Washington Metropolitan Transit Authority (WMATA), which provides transit services to more than 4 million people across the National Capital Region. The contract covers two transit stations that supply over 580 compressed natural gas (CNG) transit vehicles and represent approximately 6 million Gasoline Gallon Equivalents (GGEs) per year.

Clean Energy also welcomes the passage of two major climate change bills in California last week. Senate Bill 32 and Assembly Bill 197, which will require the state to cut greenhouse gas levels to 40 percent below their 1990 levels by 2030, are both expected to be signed into law by Governor Jerry Brown.

– Read the full article at: Clean Energy Wins CNG Contract

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Materials Management

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Materials Management
By John Pizzimenti
Manager, Environmental Services

The greatest joy and reward resulting from my job responsibilities is re-purposing construction and demolition debris. These materials were formerly land-filled. Now, our company recovers material from these waste streams and provides a wide variety of products. Approximately 153,000 tons of material was recovered in 2014 & 2015.

Recycled Roof Shingles
Recycled Roof Shingles

Our recycled landscaping products are produced at our state permitted facility, Shoham Road Transfer LLC. There, the clean, untreated wood is separated and processed into the various products. The wood is ground to a particular size and colored with red, brown and black colorant. The colored recycled wood product is sold to mulch distributors. The smaller particles are screened and kept under cover to remain dry. This is then used for animal bedding.

Recycled wood is also used to produce heat and energy. Some of the clean, ground wood chip is sent to wood pellet manufacturers. It is then bagged and sent to retail distributors. Often, the mixed recycled wood is used as a fuel for renewable energy. These facilities generate electricity for distribution on the electric grid.

Crushed Brick
Crushed Brick

Asphalt, brick and concrete and residential asphalt roof shingles are also repurposed. These materials are processed at our state permitted Babylon Recycling Center. The asphalt and concrete is crushed to make reprocessed concrete. The product is sized to meet CT DOT specifications. It is used as a base under roads, parking lots and driveways. Red brick is also crushed and used as decorative landscape material. Red brick is crushed to make brick chips for landscaping. Residential asphalt roof shingles are segregated and tested for asbestos according to DEEP regulations. There has never been a positive result for asbestos in any of our shingles. The shingles are ground, screened and used in the production of new asphalt. The ground shingles can also be used in certain asphalt patch applications.

As you can see, our companies are proactive in saving the environment by re-purposing these discarded materials. Not only does it save on landfill space, it saves energy and raw materials. That’s why our colors are red, white, blue and green.

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Somers Library Hosts Truck Day

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Somers Library hosted a Vehicle Day on June 29, 2016 as part of their summer reading program.  USA Hauling & Recycling brought a rear load waste truck to go along with a fire truck, an ambulance, a plow truck, a school bus, an ice cream truck and more that were brought from other local companies and departments. The event gave kids and their families a chance to see the vehicles and meet with the drivers, as well as sit in the vehicles.

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USA Hauling Gives Recycling Demonstration To Kids At St. Francis School In Torrington

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USA Hauling & Recycling presented a recycling demonstration on recycling and the importance of it to our community with one of their split body trucks at St. Francis School in Torrington, CT on Friday, May 20. Students and teachers sat in the truck and got to have their picture taken. Kids from the school were also able to load recyclables that they had been saving into bins that were collected by the truck so they could see it in action. Afterwards, Jim Rockwell and Glen Dietlin, of USA Hauling & Recycling, handed out educational recycling coloring books and stickers to all the students. The event was a great success and was a fun and educational event for everyone involved.

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USA Hauling & Recycling Selected As A Sustainability Finalist

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USA Hauling & Recycling has been named a finalist for the DEEP and Hartford Business Journal’s Green Circle Sustainability Awards. The finalists include an elite group of Connecticut businesses, government entities, individuals/groups, schools and universities who are doing their part to ensure that the business they conduct is environmentally responsible and sustainable.

To celebrate the achievements of all the finalists, and to announce the winners of the Green Circle Sustainability Awards, Hartford Business Journal and DEEP will be hosting the Green Circle Sustainability Awards Gala at Infinity Hall Hartford on May 23rd, 2016.

For more information and a full list of the finalists please visit: Hartford Business Journal’s Website

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USA Hauling Participates At NCCC Home Show CT

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USA Hauling & Recycling participated and was a gold sponsor at the 47th Annual North Central Chamber of Commerce (NCCC) Home & Product Show CT, held on March 12 and 13th. The event took place at 69 Prospect Hill Road, East Windsor, Connecticut in the former Walmart location and saw “the most participants in 20 years,” according to Gary Cote, Show Chairman of the NCCC. USA Hauling & Recycling has been a partner of the NCCC since 1974.

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USA Hauling Recognized By The Business Council Of Fairfield County

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On February 25, 2016, The Business Council of Fairfield County, through its Wellness Roundtable, identified 49 Connecticut employers who are doing something special to promote a healthy workplace and assist all employees to live healthier lives.

USA Hauling and its family of companies was recognized as one of those 49 with placement in the Gold Category of Distinction.

“As I have been involved with this program since its inception, I continue to be impressed with the level of commitment these companies have devoted to wellness within their workplaces,” commented Matthew Fair, First Vice President, First Niagara Risk Management Inc. and co-chair of the 2016 Healthy Workplaces Employer Recognition Program. “Regardless of company size, these honorees have used innovative approaches to not just engage, but to measure the effectiveness of their programs over the long-term.”

Healthy Workplace Honoree 2016

USA Hauling employees have been working hard to develop healthier strategies through increased efforts to quit smoking, lose weight, increase activity, and more. Those efforts have resulted in improvements in medical insurance metrics and in this recognition from the Fairfield County Wellness Roundtable.

In March, USA Hauling’s 2016 Wellness Campaign will kick off with our Know Your Numbers II, Biometric Event as we continue to work at improving our employees’ health and wellness.

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USA Hauling & Recycling Supports The East Windsor And Enfield Police Department’s Local Food And Toy Drive

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USA Hauling & Recycling recently participated in a food and toy drive in Enfield and East Windsor, Connecticut. The toys will be distributed to the local police departments to supply their toy banks. Dozens and dozens of donated food and toys were collected this year, in USA Hauling & Recycling’s 16th year supporting the drive. Employees and their family and friends from all of USA Hauling & Recycling’s locations participated in the yearly event.

2015 Toy Drive
Corporal Andy Tudryn of the East Windsor Police Department (left), with USA Hauling & Recycling’s Shawn Sniffen (right) stand next to donations for the food and toy drive at a USA Hauling & Recycling office in East Windsor, CT.
2015 Toy Drive
Two Enfield Police Officers stand with USA Hauling & Recycling’s Frank Marci next to donations for the food and toy drive at USA Hauling & Recycling’s corporate office in Enfield, CT.
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