Customer Service Representative (Full-time)

We have a fantastic opportunity to join a dedicated team that’s making a BIG difference in waste reduction and diversion.

The Customer Service Representative (CSR) is an integral frontline representative of Waste Reduction Group, responsible for delivering best-in-class customer service while providing administrative support to the Operations, Sales, and Finance teams.

This role serves as the primary point of contact for customers, responding to inquiries, resolving service concerns, scheduling service requests, and maintaining accurate customer records. The CSR plays a critical role in ensuring a positive customer experience by communicating effectively and timely with internal departments and clients, while supporting the efficient delivery of waste and recycling services.

Position details:

• Full-Time Position
• Hybrid - Home Office/WRG Office
• Full Benefits Available

Reports to: VP of Continuous Improvement

Direct Reports: None

What We Offer

• Competitive compensation
• Comprehensive training and ongoing professional development
• Opportunities for career advancement within Operations, Customer Service, and Administration
• Collaborative and supportive team environment
• Opportunity to contribute to environmental sustainability through waste diversion and recycling services
• KEY RESPONSIBILITIES

Customer Service

• Answer incoming customer calls, emails, and online inquiries in a professional, timely, and courteous manner.
• Process new service requests, cancellations, service changes, and account updates through all internal systems and departments.
• Resolve customer complaints by investigating root cause issues and coordinating with Operations and Dispatch on appropriate and sustainable remedies.
• Communicate service delays, missed pickups, and schedule changes to customers in a timely fashion.
• Educate customers on recycling, organics, waste diversion programs, acceptable materials, and service guidelines.
• Follow up with customers to ensure concerns have been resolved in a timely manner.
• Maintain a high level of customer satisfaction through professional and empathetic communication.

Administrative Support

• Enter and update customer information accurately within company software systems.
• Prepare work orders, service requests, and customer correspondence.
• Maintain electronic customer files.
• Assist with billing inquiries and coordinate with the Finance department regarding account issues.
• Support Sales by preparing customer documentation, service agreements, and proposals as required.
• Maintain organized records of customer interactions and service requests (CRM).
• Monitor shared inboxes and ensure inquiries are responded to promptly.

Operations Support

• Coordinate with Dispatch to schedule deliveries, removals, exchanges, and service requests.
• Enter service tickets and ensure work orders are accurate and complete.
• Communicate customer requests to Operations.
• Escalate urgent customer issues to the appropriate supervisor or manager.
• Assist with scheduling temporary bins, special collections, and equipment exchanges.

Data Management & Reporting

• Maintain accurate customer records and service histories.
• Generate reports as requested by management.
• Track customer complaints and resolutions.
• Ensure all customer interactions are documented according to company procedures.
• Assist with data cleanup and account audits when required.

Health & Safety Compliance

• Follow all company policies and procedures.
• Maintain confidentiality of customer and company information.
• Comply with privacy legislation and company data security standards.
• Participate in company training and safety meetings as required.

Team Collaboration

• Work closely with Operations, Dispatch, Sales, Finance, and Management.
• Support coworkers during periods of high call volume.
• Participate in team meetings and Continuous improvement initiatives.
• Promote a positive and professional workplace culture.
• Assist with special projects as assigned.

Required Qualifications

• High school diploma or equivalent.
• Minimum 2 years of customer service experience.
• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• Excellent problem-solving and conflict resolution skills.
• Strong computer skills including Microsoft Office.
• Ability to multitask in a fast-paced environment.
• Strong attention to detail and accuracy.
• Professional and positive attitude.

Preferred Qualifications

• Experience in the waste and recycling industry.
• Experience using waste management software considered an asset.
• Knowledge of waste collection operations and routing.
• Experience in administrative or office support.
• Bilingual skills considered an asset.

Physical Requirements

• Ability to sit for extended periods.
• Frequent use of computers and telephone systems.
• Occasional lifting of office supplies up to 20 lbs.
• Ability to work in a busy office environment.

Work Environment

• Hybrid - office and home environment with frequent interaction with customers, drivers, dispatchers, and management.
• Fast-paced environment requiring strong multitasking abilities.
• Occasional interaction with operations and drivers.
• Standard business hours.

Performance Expectations

The successful Customer Service Representative will:

• Deliver exceptional customer service with professionalism and empathy.
• Maintain high accuracy in customer account management.
• Respond promptly to customer inquiries and service requests.
• Support Operations by ensuring timely communication of service changes.
• Contribute to customer retention through proactive issue resolution.
• Maintain confidentiality and professionalism at all times.
• Support continuous improvement initiatives that enhance customer satisfaction and operational efficiency.

If this opportunity interests you, and you meet all of the above requirements, Apply today!

• About Waste Reduction Group:

Waste Reduction Group is a leader in helping all organizations recycle more, and waste less. Since 2001, we have helped our industry-leading customers keep most of their waste out of landfill through custom recycling and waste disposal solutions. WRG provides comprehensive one-stop recycling and waste management solutions - from conducting regulated waste audits, to creating custom recycling and waste collection programs, and reporting back metrics on weights and diversion. Trusted by industry-leaders in sustainability practices like University of Toronto, Oxford Properties, and Toronto Transit Commission, Waste Reduction Group is helping steer and scale recycling efforts in an impactful way, preserving our planet for future generations.

Job Type: Full-time

Pay: $45,000.00-$60,000.00 per year

Work Location: Hybrid remote in Scarborough, ON M1P 2R7