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Customer Relations Specialist
4 months ago
**Customer Relations Specialist (Bilingual)**
**Purpose of Position**:
The Customer Relations Specialist role is the primary liaison between residents and collectors and processors who partner with Circular Materials. This is a newly created position which will respond to inquires to support the services provided under the common collection system and escalations from supply chain partners. The incumbent will serve as an ambassador for Circular Materials, interacting with the residents, facilitating timely and accurate responses while providing high-quality service. A bilingual communication specialist who is an expert in engaging with the public would excel in this role.
**Principal Duties & Responsibilities**:
- Investigate complaints regarding recycling collection practices or missed services, ranging from issues of obligated materials in the inbox to missed picks ups for eligible communities.
- Engage with the public, coordinate an escalation with vendors/suppliers.
- Manage escalated complaints and present solutions to residents.
- Keep up to date on current recycling best practices and legislation in provinces in which Circular Materials operates.
- Coordinate information and education resources for recycling programs with other departments, municipalities, outside agencies, citizen groups, and businesses as needed by Communications.
- Receive and respond to general inquiries escalating more specific inquiries to the relevant team member.
- Track interactions and resident input via a customer relations management software
- Develop and maintain corporate resources and knowledge databases to trend resident concerns, ensure consistent messaging and build efficiencies when answering future inquiries.
- Gather and analyze best practices in resident support and customer service and make recommendations on how these best practices can be incorporated into the program.
- Participate in projects and assist in the development of project work plans, timelines, and summary reports as needed.
- Develop and maintain communications and outreach for external audiences.
- Collaborate with team members to provide administrative support as needed.
- Ensure the organization and its vision, mission and values are consistently presented and demonstrated in a strong and positive image to relevant stakeholders.
- Lead by example in establishing and driving organizational culture; consistently model the organizational values.
**Education**:
- Post-secondary education in a Communications or Public Relations field.
**Experience**:
- 2-5 years in a similar role in a team-oriented, collaborative environment.
- An understanding of both Circular Materials operated and municipal recycling programs to educate residents, internal team members etc. about CM programs.
- Excellent communications skills, verbal and written in both English and French Being bi-lingual is a requirement for this role.
- Strong competency with MS Office (e.g., Excel, Word, PowerPoint).
**Knowledge/Competencies/Skills**:
- Ability to exercise independent judgement and act on it.
- Ability to de-escalate and handle challenging conversations with empathy and tact.
- Strong organizational skills, ability to prioritize and multitask.
- Excellent analytical and creative problem-solving skills.
- Excellent listening and interpersonal skills.
- Logical and efficient, with keen attention to detail.
- Highly self-motivated and directed.
- Ability to effectively prioritize and execute tasks while under pressure.
**Working Conditions**:
- The job demands that the incumbent have a flexible work schedule with periods of uneven workload.
- Our team supports producers across the country, so staggered shift schedules are required to support producers in multiple time zones. Full standard service coverage spans between 8:30 am and 6:30 pm EST.
- The incumbent can effectively manage change as Circular Materials implements its new program obligations.
**About Us**
Circular Materials is a national producer-led not for profit organization that supports producers in meeting their obligations under extended producer responsibility regulations across Canada. We are committed to building efficient and effective recycling systems to minimize waste, and ensure materials are reused again and again. Through the support of our founders and member producers, Circular Materials is implementing a national harmonized approach focused on improving recovery rates, meeting the needs and expectations of consumers, and protecting the natural environment. The team is currently working remotely.
Think you would be a good fit for our **Customer Relations Specialist** position**? We want to hear from you
Circular Materials is an Equal Opportunity Employer. We thank all applicants for their interest. Only those under consideration will be contacted
