Customer Relations Coordinator

Encorp Pacific CanadaBurnaby, BC
Hybrid

About The Position

We exist to foster a world where nothing is wasted. Encorp Pacific (Canada), better known as Return-It is a federally incorporated, not-for-profit, product stewardship corporation with beverage container management in British Columbia as our core business. Our mandate is to develop, manage and improve systems to recover used packaging and end-of-life products from consumers and ensure they are properly recycled and not land-filled or incinerated. As a leader in extended producer responsibility, Return-It has diverted over 24.7 billion beverage containers from landfills and waterways over the last 29 years, creating a better future for people, communities and the planet.

Requirements

  • High school diploma or equivalent required
  • At least one year of experience in a customer service role.
  • Availability to work some evenings.

Nice To Haves

  • post-secondary education in communications, writing, or a related field preferred.
  • Familiarity with the Return-It Express system or prior experience visiting an Express depot is an asset.

Responsibilities

  • Ensure overall customer satisfaction and resolve inquiries in a timely manner.
  • Provide excellent customer support through multiple channels (email, phone, live chat), including providing helpful information, addressing concerns, and following up to ensure resolution.
  • Build positive relationships with customers by managing questions and concerns with professionalism, empathy, and composure.
  • Take ownership of customer issues and follow through with internal teams, depots, vendors, or other stakeholders to ensure resolution.
  • Analyze customer service metrics and recommend improvements to processes, productivity, and satisfaction.
  • Develop reports on customer metrics as needed.
  • Create and maintain content for customer communications (e.g., company website, knowledge center, newsletters, automated emails, and template responses).

Benefits

  • 6% vacation pay on every paycheque
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