OVERVIEW

Reporting to the Team Lead, Resident Relations, the Specialist, Resident Relations acts as a primary liaison between residents and Circular Materials to respond to residential recycling inquires across five provinces and territories. This position also supports escalations from supply chain partners. Acting 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.

This position requires residency in Canada, along with legal eligibility to perform Canadian work by way of Canadian citizenship, Permanent Residency or a valid Work Permit.

RESPONSIBILITIES

• Investigate complaints regarding recycling collection practices or missed services, ranging from issues of obligated materials to missed picks ups for eligible communities.
• Engage with the public, coordinate escalations and solutions with supply chain partners/external departments to present back to residents.
• Keep current on recycling best practices and legislations in provinces in which we operate.
• 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.
• 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 requirement.

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 residents across the country through staggered shift schedules covering multiple time zones, with standard shifts covering 8-hour days, between 7:00 AM to 7:00 PM ET.
• Rotating coverage on statutory holidays will be required.

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 Peoples (First Nations, Inuit, and Métis), persons with disabilities, racialized individuals, and members of the 2SLGBTQIA+ community. As part of our commitment to reconciliation, Circular Materials is working to advance Indigenous representation and partnerships within our organization and across our programs. We acknowledge that Circular Materials operates on the traditional territories of diverse Indigenous Nations, and we recognize the importance of respecting Indigenous rights, governance, and contributions in the workplace and beyond.

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.