Customer Service Representative

Customer Service Representative
Permanent, Full-Time | Monday–Friday
Remote | Metro Vancouver, BC
Starting salary: $56,500 per year
post-probation salary: $60,000 per year

About Urban Impact

Urban Impact is a locally owned recycling company committed to creating a cleaner and more sustainable future. We provide recycling, shredding, and waste-management services to businesses throughout Metro Vancouver.

Our team values safety, excellent service, continuous improvement, and environmental responsibility.

Position Overview

Urban Impact is hiring a Customer Service Representative to respond to customer inquiries, process work orders, update accounts, and coordinate service requests. Reporting to the CSR Supervisor, you will support customers while working closely with our Sales and Operations teams.

What You’ll Do

• Respond to customer inquiries by phone and email.
• Provide accurate information about services, schedules, and accounts.
• Build positive and professional relationships with customers.
• Create and process work orders.
• Process account updates, schedule changes, and site modifications.
• Coordinate temporary tote requests, excluding shredding services.
• Document customer concerns and escalating issues when required.
• Process straightforward accounts and site cancellations.
• Forward complex cancellation matters to Inside Sales.
• Process requests received from the Sales Team.
• Provide morning telephone coverage.
• Monitor the CSR and Customer Care inboxes throughout the day.
• Monitor the CSR inbox from 3:30 p.m. to 4:00 p.m. for end-of-day coverage.
• Complete other related duties assigned by the CSR II or CSR Supervisor.

What You Bring

• At least 3-5 years of customer service experience or 6-8 years of related professional experience.
• Call-center experience handling approximately 50–60 calls per day is strongly preferred.
• Clear and professional verbal and written communication.
• Strong attention to detail and organizational skills.
• Ability to manage a high volume of calls, emails, and service requests.
• Experience using Microsoft Office, CRM software, or work-order systems.
• Ability to work independently and remain responsive while working remotely.
• Experience in the recycling or transportation industry is a strong asset.

We Offer

• Competitive compensation package.
• Wellness and Performance bonus.
• Profit sharing.
• RRSP matching.
• Extended health and dental benefits.
• Health Spending Account.
• Workplace health and wellness incentives.
• Opportunities for learning and professional development.
• Employee referral program.
• A supportive team where your work makes an environmental difference.

Remote Work Requirements

• You must live in Metro Vancouver, BC.
• You must have a dedicated and quiet home workspace.
• You must have a reliable high-speed internet connection.

Urban Impact is committed to providing an inclusive and respectful workplace. We welcome applications from qualified candidates of all backgrounds.

We thank all applicants for their interest. Only candidates selected for an interview will be contacted.

Join our team and help us make a positive environmental impact.