Customer Care Representative (Remote & Bilingual Preferred)

Waste Solutions Canada•Richmond, BC

3d•Remote

About The Position

Waste Solutions Canada is one of the largest independent management companies for waste and recycling services in Canada. Since 2019 we have been named to the Growth 500 List as well as the Globe and Mail Fastest Growing Companies in Canada. In 2021 we became Great Place to Work certified and received this certification consecutively for the last 4 years. We are a leader in innovative smart waste technology and value-added solutions from coast to coast. As we continue our growth trajectory, we are seeking a dynamic, passionate, and driven individual to join our Sales team as a Customer Care Representative. The Customer Care Representative will carry the responsibility ensuring exceptional interactions between vendors and clients. Reporting to the CX Manager, their primary responsibility is to serve as a liaison, providing first-class support in responding to email, calls and chat requests. The Customer Care Representative's key responsibilities include scheduling services, problem-solving, and coordinating temporary services, all while ensuring that every customer touchpoint is thoroughly documented in our custom CRM system.

Requirements

3+ years in Customer Care or related role
Proficiency in Microsoft Office (Word, Excel & Outlook)
Proven ability to problem solve, troubleshoot & deliver on client-focused solutions to meet customer needs.
Ability to strengthen client relationships through ongoing clients interactions
Exceptional organizational & Communication Skills

Nice To Haves

Fluent in both English & French considered an asset

Responsibilities

Respond promptly and professionally to client and vendor inquiries via phone, email, or chat.
Provide accurate information regarding services and policies.
Resolve customer complaints and issues efficiently and effectively.
Always maintain a positive and empathetic attitude towards clients and vendors.
Receive incoming service requests and ensure services are booked with vendor
Coordinate and receive quotes where appropriate to schedule pick ups and arrange other adhoc services.
Monitor the progress of service calls and provide updates to clients as needed.
Handle emergency situations calmly and efficiently, dispatching appropriate resources promptly.
Maintain accurate records of client interactions in CRM.
Update schedules, services and other information in CRM as acquired.
Collaborate closely with other departments to ensure seamless communication and coordination.
Assist with administrative tasks such as data entry and processing paperwork as needed.
Sensor Management
Identify trends or recurring issues and escalate them to the appropriate departments for resolution.
Provide feedback to management on process improvements and customer service enhancements.
Additional Duties as assigned