About the Role
Collective Waste Solutions is seeking a Customer Service & Call Centre Administrator to support residential recycling collection programs across Southern Alberta and the Regional Municipality of Wood Buffalo.
This position is a key point of contact for residents, municipalities, and clients, providing professional customer service while supporting day-to-day administration, billing, reporting, database maintenance, and operational coordination.
The successful candidate will work closely with Operations, Dispatch, Finance, and Management to ensure customer concerns are resolved efficiently, information is accurate, and service commitments are met.
KEY RESPONSIBILITIES
Customer Service & Communications
- Serve as the primary contact for incoming calls, emails, and inquiries from residents, municipalities, and Circular Materials.
- Respond to customer questions, service requests, complaints, and collection-related concerns in a professional and timely manner.
- Track, document, and follow up on missed collections and service issues to ensure resolution.
- Escalate complex concerns to the appropriate department when necessary.
- Maintain positive working relationships with customers, clients, municipalities, and internal stakeholders.
Operations Support
- Work collaboratively with Operations, Dispatch, and Management teams to investigate and resolve service-related issues.
- Communicate customer concerns, collection challenges, and service requests to operational staff.
- Monitor outstanding issues and ensure appropriate follow-up and resolution.
- Act as a liaison between customers, municipalities, Circular Materials, and internal departments.
Database Administration
- Maintain and update account, customer, municipal, and service information within the TRUX operating system.
- Ensure the accuracy and integrity of Circular Materials account data.
- Process service changes, account updates, and related system maintenance activities.
- Generate operational information and reports as required.
Billing, Invoicing & Reconciliation
- Validate and reconcile month-end billing data to ensure all services are accurately captured and billed.
- Investigate and resolve billing discrepancies and identify any missed billings.
- Prepare and process month-end invoicing for Circular Materials accounts.
- Maintain accurate billing records and supporting documentation.
- Work with Operations and Finance teams to resolve invoicing and account issues.
Reporting & Contract Administration
- Compile, prepare, and distribute all reports required under the Statement of Work (SOW).
- Ensure reports are accurate, complete, and submitted within established timelines.
- Maintain records supporting contract performance and reporting requirements.
- Assist with audits, data requests, and contract compliance activities as required.
General Administration
- Maintain accurate electronic and physical records.
- Assist with correspondence, documentation, and administrative projects.
- Provide administrative support to management and operational teams.
- Perform other related duties as assigned.
CANDIDATE PROFILE
Education
- High School Diploma or equivalent required.
- Post-secondary education in Business Administration, Office Administration, or a related field is considered an asset.
Experience
- Minimum two years of experience in customer service, call centre, administrative, or contract support role.
- Experience with billing, invoicing, account reconciliation, and reporting.
- Experience in municipal services, recycling, waste management, transportation, or logistics environments is considered an asset.
- Experience using TRUX or similar operational software is preferred.
Skills & Competencies
- Strong customer service and communication skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple priorities and meet deadlines.
- Proficiency with Microsoft Office applications, particularly Excel, Word, and Outlook.
- Strong analytical and problem-solving abilities.
- Ability to work independently and collaboratively within a team environment.
- High level of accuracy in data management, billing, and reporting.
What We're Looking For
We are looking for someone who is organized, dependable, customer-focused, and detail-oriented, with the ability to manage a busy workload and communicate effectively with both customers and internal teams.
The ideal candidate is comfortable handling multiple priorities, working with data and billing information, and taking ownership of customer issues from initial inquiry through to resolution.
Working Conditions
This is primarily an office-based position involving extended periods of computer, telephone, and desk work. The role may occasionally require adjusted or extended hours to support operational needs, service disruptions, or peak periods.
Work Location: Calgary, T2G 0W3
Reports to: Branch Manager / Contract Manager
Target Start Date: September 15, 2026
Apply Now!
If you are an organized and customer-focused professional looking for an opportunity to contribute to an essential residential recycling service, we encourage you to apply!
Job Types: Full-time, Permanent
Pay: From $50,000.00 per year
Benefits:
- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Wellness program
Ability to commute/relocate:
- Calgary, AB T2G 0W3: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 2 years (required)
Work Location: In person
