How about taking on a new professional challenge by contributing to the success of a fast-growing organization, dedicated to transforming the system of deposit-refund to become a world leader?

Our mission is to modernize the system of deposit-refund of Quebec, notably by setting up a network of 400 return locations spread across the province.

Consignaction is an organization in deployment mode, where the pace of work is guided by key milestones related to the opening of return sites, the implementation of effective processes, and the establishment of a sustainable operational structure.

Join our team to make a concrete commitment to waste reduction.

Job description

Under the supervision of the program coordinator for on-premises consumption establishments (OPEs) and public places, the incumbent is responsible for supporting these establishments in the deployment of the modernized deposit-refund system. She acts as the main point of contact for responding to requests, offering a professional, courteous and efficient service. She ensures that communications are properly followed up, and that information is passed on to the appropriate teams as required. She also intervenes when technical problems are reported, gathering relevant information and facilitating their handling by the appropriate resources.

Benefits of working with us  

• Hybrid mode and flexible schedule;

• Simplified pension plan with employer contribution of up to 5%;

• Group insurance plan including telemedicine;

• Accessible by public transport and parking available on site.

Responsibilities and tasks

• Respond quickly, clearly and professionally to inquiries received by telephone, e-mail or online forms;
• Provide precise information on the operation of the modernized deposit-refund system, the collection procedures and the equipment made available;
• Support users in navigating and using the portal and collection application;
• Ensure rigorous follow-up of requests until they are resolved or forwarded to the appropriate team;
• Document exchanges in monitoring tools and contribute to the continuous improvement of internal processes;
• Maintain a high level of quality in communications, in both French and English, taking into account the diversity of the customer base;
• Gather feedback and report recurring irritants in order to provide input for improvement initiatives;

• Actively participate in improving customer support tools and practices;
• And all other related tasks.

Training

• College education or equivalent relevant professional experience.

Qualifications required

Experience and skills

• Relevant experience in a high quality customer service role;
• Excellent oral and written communication skills;
• Organizational skills, autonomy and initiative;
• Ability to work effectively under pressure, particularly in complex or stressful customer service situations;
• Experience in a regulated environment (an asset).

Technical knowledge

• Proficiency in Microsoft 365 tools (Outlook, Teams, Excel, etc.);
• Fluency in spoken and written French, and good command of English (bilingual communication required);
• Knowledge or understanding of the recovery program redeemable containers (training offered).

Interpersonal and professional skills

• Ability to work independently while collaborating effectively in a team;
• Rigorous follow-up of files and concern for the quality of service provided.

Job Type: Full-time Permanent

Workplace : Hybrid mode, our offices are located in Saint-Laurent.

Who are we ? 

The Quebec Beverage Container Recycling Association (QBCRA) is the designated management organization (DMO) for the development, implementation, financing and management of the deposit-refund system, which has been modernized according to the Extended Producer Responsibility (EPR) principle. It brings together the various beverage producers involved in the recovery, reuse, recycling and reclamation of beverage containers in the province of Quebec.