Customer Service Specialist
4 weeks ago
**Job Title**: Customer Service Specialist - Multi-Family
**Location**: Calgary, Alberta
**Employment Type**: Full-Time, Permanent
Are you ready to make a difference in the recycling and waste management industry?
At BluPlanet Recycling, we believe that every team member plays a vital role in shaping a sustainable future. As a recognized leader in Calgary, Alberta’s recycling and waste management industry, we are excited to expand our team of dedicated professionals who share our passion for exceptional service and sustainability. Here, you’ll find a supportive and dynamic workplace culture that not only values your commitment to clients but also empowers you to make a meaningful impact in the community.
If you’re eager to contribute to a greener tomorrow while thriving in a positive and collaborative environment, then we want to hear from you
**Why Join Us?**
- Competitive Compensation: Starting rate at $50,000-$65,000/hour (negotiable based on experience)
- Comprehensive Benefits: Health, Dental, and Vision coverage, Health Spending Account (HSA), Group Retirement Savings Plan (GRSP), and Profit-sharing Program
- Work-Life Balance: Gym membership reimbursement, paid vacation days and regular work week schedule
- Other Perks: Annual bonuses and performance incentives
**Position Overview**:
We are seeking a dedicated and proactive **Customer Service Specialist - Multi Family** to join our team. The Customer Service Specialist (CSS) is a key member of our team responsible for maintaining strong client relationships and ensuring exceptional service delivery. This role combines client communication, administrative responsibilities, and cross-department collaboration to resolve issues and improve the quality of services provided. This position will be the first point of contact for clients and will directly report to the Senior Account Manager, ensuring alignment with team goals and providing support in achieving service excellence and client satisfaction.
**Key Responsibilities**:
**Client Engagement & Communication**
- Act as the main contact for clients, ensuring timely resolution of service issues and site concerns.
- Keep clients informed of the progress in resolving issues, maintaining transparency and trust.
- Collaborate across departments to deliver solutions that meet and exceed client expectations.
- Identify potential service issues that could affect long-term retention, reporting and addressing them proactively.
- Escalate unresolved or recurring issues to the Account Manager for timely resolution.
- Maintain detailed records of customer service resolutions to ensure consistency and accountability.
**Relationship Management & Issue Resolution**
- Manage and resolve Customer Issue Management (CIM) tasks and Service Exception reports from the field team, ensuring swift issue identification and resolution.
- Track and assign CIM charges accurately in Navusoft, ensuring proper billing and accountability.
- Investigate root causes of service issues and collaborate with internal teams to implement corrective actions.
- Identify areas for improvement at client sites and work with clients and operations teams to execute service changes.
- Document Service Change Requests (SCRs) in CRM immediately, ensuring timely processing.
- Oversee junk removal scheduling and ensure proper billing and client satisfaction.
- Standardize client expectations and service delivery, ensuring consistent quality across all services.
**Reporting & Administrative Support**
- Maintain up-to-date diversion reporting documentation, updating from the field team via Navusoft.
- Complete and distribute monthly diversion reports to clients, ensuring accurate and timely communication.
- Respond to internal communications within 24 hours, ensuring smooth information flow.
- Use Microsoft Teams to collaborate with the team throughout the day, promoting efficiency and teamwork.
- Accurately process and file client-related paperwork.
- Onboard new clients, managing key and fob collection, and ensuring smooth transitions from sales to account management.
**Additional Expectations**
- Embody BluPlanet’s Core Values of Safe, Accountable, Positive, and Care in all interactions.
- Participate in training and onboarding of new employees to build a knowledgeable and strong team.
- Complete two full-day ride-alongs annually to connect field services with client needs.
- Adapt to changing priorities and maintain a respectful, collaborative working environment.
**Qualifications**:
- Previous experience in customer service, both in-person and digital communication.
- Strong organizational and multitasking abilities, with the capacity to handle high-volume workloads.
- Excellent interpersonal skills and the ability to build and maintain client relationships.
- Proficient in using customer service platforms, CRM systems, and reporting tools (experience with Navusoft is a plus).
- Problem-solving mindset with the ability to address client conc
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