Job Description

OVERVIEW




Reporting to the Team Lead, Resident Relations, the Specialist, Resident Relations acts as a primary liaison between residents and collectors and processors who partner with Circular Materials to respond to inquires and support the services provided under the common collection system and escalations from supply chain partners. Acts as a Circular Materials ambassador, interacting with residents, facilitating timely and accurate responses while providing high-quality service. You will utilize strong communication skills to engage and excel with the public in this role.



RESPONSIBILITIES



Investigate complaints regarding recycling collection practices or missed services, ranging from issues of obligated materials in the inbox to missed picks ups for eligible communities. Engage with the public, coordinate an escalation with vendors/suppliers. Manage escalated complaints and present solutions to residents. Develop and maintain communications and outreach for a variety of external audiences. Keep current on recycling best practices and legislation in provinces in which we operate. Coordinate information and education resources for recycling programs with other departments, municipalities, outside agencies, citizen groups, and businesses as needed by Marketing. 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. Develop and maintain corporate resources and knowledge databases to trend resident concerns, ensure consistent messaging and build efficiencies when answering future inquiries. Gather and analyze best practices in resident support and customer service and make recommendations on how these best practices can be incorporated into the program. Participate in projects and assist in the development of project work plans, timelines, and summary reports as needed. Collaborate with team members to provide administrative support as needed. 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.

QUALIFICATIONS

Education

Post secondary education in a Communications or Public Relations field.

Experience

2 to 5 years in a similar 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. Excellent English communications skills, verbal and written. Bilingualism (French) is a strong asset Strong competency with MS Office (e.g., Excel, Word, PowerPoint).

Knowledge

/Competencies/Skills

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.

WORKING CONDITIONS


All CM employees work 40 hours per week, remotely from a home office environment. Our team supports producers across the country through staggered shift schedules covering multiple time zones, with standard shifts covering 8 hour days, between 7:00 AM to 5:30 PM ET.

ABOUT CIRCULAR MATERIALS



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. Created by producers for producers, Circular Materials develops, implements, and supports effective and efficient recycling programs to advance innovation, deliver improved environmental outcomes and drive value across the recycling supply chain. Our full-service offerings include collection, management, promotion and education, and reporting.




Together, we are advancing the circular economy where materials are collected, recycled, and can be returned to producers for use as recycled content in new products and packaging. As we develop enhanced recycling systems across Canada, we work to ensure more materials are looped into the circular economy, benefiting both people and the environment.




Learn more at circularmaterials.ca.




Circular Materials is an equal opportunity employer, seeking team members with a diversity of thought, skills, experiences, culture, and ethnicity to help us achieve our purpose of accelerating a circular economy for people and the planet. As a national organization operating across Canada, our goal is to build a workforce that reflects the diversity of the many provinces and territories where we do business.




Our inclusive hiring practices aim to foster a culture where all employees feel a strong sense of belonging. We are proud of our recent diversity survey results which showed that:



51% of Circular Materials employees identify as women. 53% of Circular Materials employees identify as visible minorities. 97% of employees believe Circular Materials fosters a strong sense of belonging for employees of all backgrounds. 95% of employees recommend Circular Materials as an inclusive workplace.


We welcome applications from candidates of all backgrounds, including women, Indigenous People (First Nations, Metis, and Inuit) persons with disabilities, racialized individuals, and members of the LGTBQIAS+ community.




Circular Materials supports reasonable requests for accommodation in accordance with all applicable provincial accessibility standards. Requests for accommodation will be provided by Circular Materials through the recruitment and/or assessment processes, upon contacting humanresources@circularmaterials.ca. This email is only used for accommodation requests.




We thank all applicants for their interest. However, only those under consideration will be contacted.