At Consignaction, our commitment to reducing waste is fundamental. "Nothing is lost, everything is transformed." We strive to facilitate the processing of beverage containers. By managing the deposit-refund system, developing programs that maximize recovery, and ensuring everyone's participation, we are working toward a circular economy fighting climate change. This is our direct contribution to a more sustainable future.

With return sites beverage containers located throughout Quebec, we are working to offer citizens a service that is accessible, fast, modern, efficient and environmentally friendly. All thanks to the commitment of our citizens, members and partners.

Type of position: Part-time 4 days / 14 hours per week (Thursday and Friday 6-8pm, Saturday and Sunday 8-12am)

Benefits of working with us

• Hybrid mode;
• Simplified pension plan with employer contribution of up to 5%;
• Life insurance, dental care, prescription drugs, dependent care, long-term disability, vision care, medical supplies and services, travel insurance;
• Accessible by public transport;
• Parking on site.

Job description

Under the supervision of the Customer Service Coordinator, the Customer Service Advisor will help citizens understand the modernized deposit-refund system. He/she assists users of the new return sites across the province. He/she provides superior customer service, resolves problems and ensures customer satisfaction. This position represents an opportunity to make a significant contribution to a major environmental program.

Main tasks and responsibilities

• Offer assistance to citizens by answering telephone calls, e-mails or any other means of communication in a prompt and professional manner;
• Provide precise information on the modernized deposit-refund system, registration and collection procedures;
• Ensure clear communication in French and English, taking into account the multicultural nature of our customers;
• Record customer complaints and comments, clearly identifying the nature of the complaint;
• Collaborate with other QRCBA departments to resolve issues raised by citizens;
• Apply the complaint management process, ensuring that all parties involved are satisfied;
• Maintain a complaints log for follow-up and future improvements;
• Ensure that every interaction ends with confirmation of customer satisfaction;
• Take steps to resolve problems efficiently and professionally.
• Assist users of the mobile application, mainly in connection with electronic deposit-refund and express deposit;
• Be proactive in handling complaints by analyzing potential sources of dissatisfaction for citizens.

Training

• College education or relevant experience.

Experience and knowledge

• Experience in a quality customer service role;
• Excellent listening, verbal and written communication skills;
• Organizational skills and initiative;
• Ability to manage different types of stakeholders and diplomatic skills;
• Proficiency in Microsoft 365 tools;
• Experience in a regulated environment (an asset);
• Excellent command of French and English;
• Ability to manage stressful customer service situations;
• Ability to work independently and as part of a team;
• Good understanding of the procedures of QBCRA redeemable containers recovery program QBCRA training provided).

Who we are

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.