Customer Experience Representative (remote from Ontario / Quebec)

ABOUT WASTE LOGIC

We have 30+ years of experience in managing waste and recycling services for businesses throughout Canada. WLI has developed a strong working relationship with over 150 service providers in the solid waste and recycling industry. Waste Logic assists clients to help create their own plans for sustainability, through levers such as waste diversion, new innovations, or employee culture. Throughout our phased process, we provide clients with expertise, tools, and data driven analytics to improve their sustainability efforts. 

OUR CULTURE

Waste Logic is Great Place to Work Certified. At Waste Logic, we believe that creating a supportive, empowering, and inclusive environment isn’t just good for people; it’s good for business. Our people are the driving force behind everything we do, and this certification affirms that we’re on the right track when it comes to cultivating a culture where individuals feel valued, heard, and motivated to do their best work.

We are a team that is passionate about the work that we do and the clients we partner with. We consider our employees with their individual skills and talents to be integral to our business, which helps to foster our culture of innovation, accountability, and passion. Our employees have a voice and are directly involved in the success of our company. Waste Logic is an equal opportunity employer.

THE ROLE – Customer Experience Representative (remote from Ontario or Quebec)

The Customer Experience Representative serves as the frontline liaison between Waste Logic and our valued customers, ensuring a positive, seamless, and responsive customer experience. This role involves handling inquiries, resolving complaints, and delivering outstanding service across various communication channels. 

The successful candidate for this role will have strong communication skills and strive to provide the best customer service experience. We welcome applicants located in Ontario and Quebec.

KEY RESPONSIBILITIES:

• Communicate with clients to determine their needs 
• Respond to incoming office calls, voicemails, and emails sent to the shared dispatch folder.
• Troubleshoot with clients to resolve equipment issues to determine if repairs are required.
• Investigate vendor/service complaints and provide a resolution in a timely manner.
• Follow up with clients on outstanding requests/open tickets.
• Update and maintain client service schedules, equipment, and contract databases.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Refer unresolved customer grievances to designated departments for further investigation.

EXPERIENCE & ABILITIES

• 2 years office experience in a dispatch/customer service position.
• High school diploma or equivalent; bachelor’s degree is a plus
• Proficient in Microsoft Office Software (Excel, Outlook, Word)
• Superior social, communication, and relationship management skills.
• Demonstrate a high level of integrity, confidentiality, and professional conduct.
• Ability to take and give direction, prioritize, meet deadlines, and stay organized in a fast-paced environment with a large workload.
• Ability to work independently and as part of a team
• Excellent problem-solving, critical thinking, and mathematical reasoning skills.
• Exceptional verbal/written communications and comprehension with attention to detail
• Energetic and friendly with a team-focused attitude
• Bilingualism in French is considered an asset

WORK CONDITIONS & SCHEDULE:

• Ability to work remotely
• Mondays to Fridays, 40 hours per week, with rotating weekend shifts

COMPANY BENEFITS

• Competitive base salary and bonus plan
• Full benefits package including Extended Health, Dental, Life, AD&D, LTD, Critical Illness, Employee and Family Assistance Program
• Opportunities for growth and professional development