Specialist, Resident Call Center - Contract - Remote Canada

Circular Materials

2d • Remote

About The Position

Reporting to the Team Lead, Resident Relations, the Specialist, Resident Relations – Contract acts as a primary liaison between residents and Circular Materials to respond to residential recycling inquiries across five provinces and territories. This position also supports escalations from supply chain partners. As a Circular Materials ambassador, the specialist interacts with residents, facilitating timely and accurate responses while providing high-quality service, utilizing strong communication skills. The team supports residents across the country, requiring staggered shift schedules to support accounts across multiple time zones, with full standard service coverage spanning between 7:00 AM and 7:00 PM EST. This is an independent contractor position requiring a business number and monthly billing, with the contract ending September 30, 2026. Residency in Canada is required at all times. Circular Materials is a national not-for-profit producer responsibility organization (PRO) that supports producers in meeting their extended producer responsibility (EPR) obligations across Canada. The organization develops, implements, and supports effective and efficient recycling programs to advance innovation, deliver improved environmental outcomes and drive value across the recycling supply chain, aiming to advance the circular economy.

Requirements

• Post secondary education/Bachelor’s degree, ideally in Communications, Public Relations, Business Administration or Customer Service Management, or an equivalent combination of education and account management experiences.
• 1 – 2 years experience in a similar service-based role, in a team-oriented, collaborative environment.
• An understanding of both Circular Materials operated and municipal recycling programs to educate residents, internal team members etc. about CM programs.
• Able to exercise independent judgement and act on it.
• Can de-escalate and handle challenging conversations with empathy and tact.
• Strong communication, interpersonal, organizational skills, prioritization and multitasking skills.
• Excellent analytical and creative problem-solving skills, logical and efficient, with keen attention to detail.
• Highly self-motivated and directed, and able to manage time effectively.
• Works well under pressure, able to effectively prioritize and consistently deliver quality results.

Nice To Haves

• Call centre and/or Support centre experience.

Responsibilities

• Triage incoming phone calls, emails, and voicemails according to priority.
• Engage with the public, coordinate escalations and solutions with supply chain partners/external departments to present back to residents, as required.
• Represent Circular Materials to residents and applicable stakeholders as the first point of contact through general phone number, program email address, and other direct contact means.
• Receive and respond to general inquiries, escalating specific inquiries to relevant team members.
• Track interactions and resident input via the customer relations management (CRM) software.
• Ensure the organization and its vision, mission and values are consistently presented and demonstrated in a strong and positive image to relevant stakeholders.
• Lead by example in establishing and driving organizational culture; consistently model the organizational values.
• Perform other duties and assignments as required.
• Investigate complaints regarding recycling collection practices or missed services, ranging from issues of obligated materials to missed picks ups for eligible communities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1-10 employees