Customer Service Agents Strive to be ‘ZERO Heroes’
May 15, 2026 |
The CVWMA Customer Service Team is constantly looking to improve the customer experience while balancing a large workload.
The four-person department handles nearly 100,000 customer engagements each year — that’s everything from recycling cart requests and missed collection reports to questions about what can be recycled.
This summer, the team will implement the “Z.E.R.O. Hero” campaign to drive employee productivity and customer satisfaction.
“We are here to serve the Central Virginia community by providing responsive, respectful and reliable support for all service requests,” said Team Manager Stephanie Breaker. “Every interaction matters, and at the heart of our work is a simple but powerful mission: to deliver exceptional customer service while driving the region toward zero waste.”
The Z.E.R.O. Hero campaign encompasses four pillars.
Zero Wait: Respond quickly and communicate clearly.
Empathize: Treat every resident with respect and care.
Resolve: Find solutions and follow through.
Own It: Take pride in every interaction and outcome.
Contact CVWMA Customer Service at 804-340-0900 or CustomerService@cvwma.com.
Category: News