A highly competitive Total Rewards accompanies the base salary for this fully remote role.
Additional Information:
Hybrid/Remote is allowed.
Internal Number: 1166
OVERVIEW
The Team Lead, Resident Relations manages the Resident Relations Team and its mandate and processes to support the delivery of exceptional customer service to residents across Canada. Reporting to the Senior Manager, Customer Relations, the Team Lead, Resident Relations is a hands-on manager that implements Circular Materials’ resident relations practices and strategies.
RESPONSIBILITIES
Resident Relations.
Develop a resident relations strategy that quantifies and supports improvement.
Provide guidance and direction by overseeing the performance of the Resident Relations team.
Manage resident inquiries on recycling collection and other items for communities with effective resolutions.
Manage team members, by maintaining an environment of encouragement and empowerment.
Establish priorities for orderly workflow for the team to meet department goals and objectives.
Manage resident communications via channels such as: recycling apps, CRM, etc.
Regularly liaise with other departments including Operations, Marketing, and external audiences (i.e.- Collectors and Processors).
Reporting and Measurement.
Measure the effectiveness of the Resident Relations team success and the service standards.
Develop procedures and ensure accurate documentation of all Resident Relations actions and discussions.
Measure KPI’s/ metrics and service standards for the Resident Relations team.
Monitor and analyze results; compile accurate reports and recommend changes to processes.
Continually improve processes to achieve a more efficient and proactive team.
Process Development and Continuous Improvement.
Work closely with the Director, Customer Relations to implement key initiatives designed to deliver best-in-class customer service and support residents across the country.
Achieve customer service objectives by contributing information and providing recommendations for the development of strategic plans and reviews such as preparing and completing action plans, identifying service trends, determining system improvements, and implementing changes as needed.
Perform other duties and assignments as required.
QUALIFICATIONS
Education
Post-secondary education – ideally in Business or Customer Service Management is preferred or equivalent experience.
Experience
3+ years of experience in supervision/ management of teams in a professional or customer service capacity.
Experience with client management.
Knowledge/Competencies/Skills
Strong relationship-building, collaboration, and team-building skills.
Exceptional communications skills, both written and verbal with the ability to tailor as appropriate for the needs of the audience to convey messages effectively and accurately.
Detail-oriented.
Analytical and process-oriented mindset.
Strong problem-solving, troubleshooting, and multi-tasking skills.
Effective judgment and decision-making skills.
Issues management skills to anticipate problems that may arise, identify problems as they are emerging, assess impacts, alert, and support the team as appropriate and implement solutions.
Interest in environmental issues and how businesses contribute to good environmental performance.
Flexible and fast-paced, adapting to new and changing tasks and work environment.
Strong Excel skills and comfortable learning new online tools. Working knowledge of SAP and CRM systems is an asset.
Demonstrated desire for continuous learning and improvement.
Bilingualism is required for this role (French/English).
WORKING CONDITIONS
All CM employees work 40 hours per week, remotely from a home office environment.
Flexible work schedule requiring periods of extended working hours.
On-call flexibility outside of regular business hours.
ABOUT CIRCULAR MATERIALS
Circular Materials is a national producer-led not-for-profit organization that supports producers in meeting their obligations under extended producer responsibility regulations across Canada. We are committed to building efficient and effective recycling systems to minimize waste and ensure materials are reused again and again. Through the support of our founders and member producers, Circular Materials is implementing a national harmonized approach focused on improving recovery rates, meeting the needs and expectations of consumers, and protecting the natural environment.
Circular Materials is an equal-opportunity employer. In accordance with the Accessible Canada Act, 2019, and all applicable provincial accessibility standards, accommodation will be provided by Circular Materials throughout the recruitment, selection and/or assessment process to applicants with disabilities, upon request by emailing to humanresources@circularmaterials.ca. This email is only used for accommodation requests.
Circular Materials is a national producer-led not for profit organization that supports producers in meeting their obligations under extended producer responsibility regulations across Canada. We are committed to building efficient and effective recycling systems to minimize waste, and ensure materials are reused again and again. Through the support of our founders and member producers, Circular Materials is implementing a national harmonized approach focused on improving recovery rates, meeting the needs and expectations of consumers, and protecting the natural environment. The team is currently working remotely.
For more information visit: http://www.circularmaterials.ca
Circular Materials is an equal opportunity employer. In accordance with the Accessible Canada Act, 2019, and all applicable provincial accessibility standards, accommodation will be provided by Circular Materials throughout the recruitment, selection and/or assessment process to applicants with disabilities, upon request by emailing to humanresources@circularmaterials.ca. This email is only used for accommodation requests.