Position Overview:
We are seeking an experienced Customer Service Representative to serve as the front-line point of contact for customer inquiries and complaints related to our residential collection services. The successful candidate will be responsible for receiving, recording, resolving, and tracking customer inquiries and complaints by telephone and email, coordinating with our dispatch team to schedule and complete collections, and supporting reporting and data-tracking obligations to our recycling program partner.
Key Responsibilities (including but not limited to):
- Be the first point of contact for customer calls, emails, and messages.
- Receive, log, and resolve customer inquiries and complaints, keeping clear and accurate records of each one.
- Respond to inquiries the same day and work to resolve complaints within 24 hours.
- Coordinate with the dispatch team to schedule pickups, re-bookings, and missed collections.
- Track customer service data and prepare regular reports.
- Process damage claims and follow them through to resolution.
- Escalate any unusual or unresolved issues promptly, with suggested next steps.
- Provide friendly, professional service to customers and partners at all times.
Qualifications:
- High school diploma required; post-secondary education is an asset.
- 2+ years of customer service experience, ideally in a call centre or dispatch setting.
- Strong communication skills and a professional phone and email manner.
- Comfortable with Microsoft Office; dispatch or CRM software experience (Samsara and Navusoft) is an asset.
- Well organized with strong attention to detail and accurate record-keeping.
- Calm and solution-focused when handling difficult customers.
- Available to start between 7:00 am and 9:00 am.
- Waste, logistics, or related experience is an asset.
We are an equal opportunity employer. Accommodation will be provided as required during the hiring process.
Pay: $55,000.00-$65,000.00 per year
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Application question(s):
- What are your salary expectations?
Experience:
- Customer service: 2 years (required)
- Call center or dispatch: 2 years (preferred)
Work Location: In person
