Customer Relations and Retention Specialist

**Position Title**: Customer Relations and Retention Specialist
**Department**: Customer Service
**Reports To**: Owners

**Company Overview**:
Peak Disposal is a leading roll-off container and waste management provider committed to delivering reliable and efficient services to our clients. We value long-term relationships, excellent customer service, and a solutions-driven approach to business.

**Position Summary**

The Customer Retention and Customer Relations Specialist plays a critical role in maintaining and enhancing client satisfaction and loyalty. This role focuses on understanding client needs, addressing concerns, and identifying opportunities to improve customer relations and retention rates. The Specialist will act as a bridge between the company and its clients, strengthening relationships and ensuring customer satisfaction.

**Key Responsibilities**

**Customer Retention**:

- Engage with customers to understand concerns and identify solutions to retain their business.
- Develop and implement retention strategies, including tailored outreach campaigns and incentives.
- Collaborate with sales and operations teams to resolve service issues that impact customer satisfaction.

**Customer Relations**:

- Act as a point of contact for customer inquiries, complaints, and feedback.
- Ensure timely and professional resolution of issues to maintain high customer satisfaction levels.
- Build and maintain positive relationships with customers through regular follow-ups and engagement.
- Educate customers about service offerings, policies, and best practices to optimize their experience.

**Administrative Duties**:

- Maintain accurate and up-to-date customer records in the company’s CRM system.
- Provide insights and recommendations to management based on customer interactions and feedback.

**Collaboration**:

- Work closely with the sales, operations, and dispatch teams to ensure seamless service delivery.
- Participate in team meetings to share customer insights and contribute to continuous improvement initiatives.

**Qualifications**
- High school diploma or equivalent; a bachelor’s degree in business, communications, or a related field is a plus.
- 2+ years of experience in customer service, retention, or relations roles, preferably in the waste management or logistics industry.
- Strong interpersonal and communication skills, both written and verbal.
- Proven ability to manage difficult situations and resolve conflicts effectively.
- Proficient in CRM software and Microsoft Office Suite (Word, Excel, Outlook).
- Analytical mindset with a customer-centric focus.

**Key Competencies**
- Customer-focused mindset with a proactive problem-solving approach.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong organizational skills and attention to detail.
- Adaptability and willingness to learn about the roll-off and waste management industry.

**Compensation and Benefits**:
Competitive salary with benefits including health insurance, paid time off, and opportunities for career advancement.

**Job Types**: Full-time, Permanent

Pay: $67,000.00-$75,000.00 per year

**Benefits**:

- Casual dress
- Company car
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- RRSP match
- Tuition reimbursement
- Wellness program

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

**Education**:

- Secondary School (preferred)

**Experience**:

- Direct sales: 1 year (preferred)

Work Location: Hybrid remote in Coquitlam, BC V3K 4X8