Organization: Encorp Pacific (Canada)

Location: Burnaby, BC (Hybrid)

Job Title: Customer Relations Coordinator

Position Type: Part-Time Contract (6-Month Seasonal Coverage)

About Us

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.

Job Overview

Reporting to the Communications and Customer Relations Manager, the Customer Relations Coordinator is responsible for supporting customer inquiries, maintaining positive customer relationships, and ensuring excellent customer service. Their duties include interacting with customers through various communication channels, handling inquiries, resolving complaints, and providing information about the organization.

This is a part-time, 6-month contract position.

Key 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).

Qualifications & Experience

• High school diploma or equivalent required; post-secondary education in communications, writing, or a related field preferred.

• At least one year of experience in a customer service role.

• Familiarity with the Return-It Express system or prior experience visiting an Express depot is an asset.

• Availability to work some evenings.

Competencies & Skills

• Strong written and verbal communication skills.

• Excellent interpersonal and listening skills.

• High attention to detail and accuracy.

• Ability to manage challenging customer interactions with patience, professionalism, and empathy.

• Strong organizational and customer service skills.

• Ability to prioritize workload, meet deadlines, and work independently or as part of a team.

• Technical proficiency with Microsoft Office suite.

• Customer-oriented mindset with adaptability and responsiveness.

Compensation

• Hourly Wage: $26.44/hour

• 6% vacation pay on every paycheque

Work Schedule

• Start date: ASAP

• 6-month contract

• 3 days per week between Monday – Friday from 8:00am to 4:30pm

If you have any questions or concerns or if you require any reasonable accommodation during the recruitment process, feel free to send an email to encorprecruiting@returnit.ca.

At Encorp, we are dedicated to fostering a workplace that celebrates diversity and inclusion, where every voice is heard and valued. As we strive to make a positive impact on our natural environment, we believe that a diverse team brings forth fresh perspectives, innovative solutions, and a collective strength that enables us to achieve our mission of used beverage container and waste diversion. If you are passionate about sustainability, eager to lead a team in driving impactful change, and believe in the power of diversity, we invite you to apply for this important position to join our team. Together, we can create a more sustainable future while fostering an inclusive and empowering work environment. Apply today and be a part of our transformative journey at Encorp.