Customer Relations Coordinator

Encorp Pacific Canada•Burnaby, BC

3d•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).