Specialist, Resident Call Center - Contract - Remote Canada

OVERVIEW

Reporting to the Team Lead, Resident Relations, the Specialist, Resident Relations – Contract 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. 

Our team supports residents across the country, requiring staggered shift schedules to support accounts across multiple time zones. Full standard service coverage spans between 7:00 AM and 7:00 PM EST.

This is an independent contractor position requiring a business number and monthly billing.  The contract ends September 30, 2026 and requires residency in Canada at all times. 

RESPONSIBILITIES

• Triage incoming phone calls, emails, and voicemails according to priority.
• Engage with the public, coordinate escalations and solutions with supply chain partners/external departments to present back to residents, as required.
• 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. 
• 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.
• Investigate complaints regarding recycling collection practices or missed services, ranging from issues of obligated materials to missed picks ups for eligible communities.
  

QUALIFICATIONS

Education

• Post secondary education/Bachelor’s degree, ideally in Communications, Public Relations, Business Administration or Customer Service Management.

• An equivalent combination of education, and account management experiences may be considered.

Experience

• 1 – 2 years experience in a similar service-based role, in a team-oriented, collaborative environment is required.
• An understanding of both Circular Materials operated and municipal recycling programs to educate residents, internal team members etc. about CM programs.
• Call centre and/or Support centre experience an asset.
  

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 Canadian 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.
  

PAY TRANSPARENCY 

Expected Compensation: 

• A billable rate of $34.00 per hour, plus HST.  
• The wage range listed complies with the Ontario Employment Standards Act and reflects a potential earnings range for this role.  The actual wage offered will be determined within the range, and will depend on factors, such as the candidate’s unique qualifications, relevant experience, work location and expected contributions.   

 

Job Vacancy Reason 

• This position is a temporary replacement position of 13-months.

 

Artificial Intelligence 

• AI is not used during our hiring processes.  

 

Applicant and Interviewee Communication 

• We thank all applicants for their interest. However, only those under consideration will be contacted. 

• Applicants who have been interviewed will be informed whether a hiring decision has been made within 45 days of their final interview. 

 

Record Retention  

• Job posting records and associated application forms will be retained for at least three years.  

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 [email protected]. This email is only used for accommodation requests.