Organization: Encorp Pacific (Canada)
Location: Burnaby, BC (Hybrid)
Job Title: Customer Relations Coordinator
Position Type: Full-Time Contract (18-Month Maternity Leave 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 full-time, 18-month maternity leave contract position.

Key Responsibilities

Customer Service:

• 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

• Salary Range: $50,000 - $55,000 annually

• 3 Weeks of Company Paid Vacation

Work Schedule

• Start date: ASAP

• 18-month contract

• 37.5 hours a week

• Monday – Friday 8:30am to 5:00pm

• Some evenings required

• In-office Monday – Wednesday and option to work from home Thursday – Friday

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 Pacific, we recognize that our decisions are better and our ultimate success greater when we
work together as equal members of one family. We are committed to a culture that welcomes,
encourages, and celebrates the diversity of our team members. We are against any form of
discrimination in the hiring process and in our work relationships.