Job ID #31954: Customer Service & Enforcement Data Clerk

City of Hamilton • Hamilton, ON

10d • Onsite

About The Position

This position contributes to the City of Hamilton by performing duties associated with Waste Management Customer Service and Enforcement. The role involves receiving, investigating, and resolving customer inquiries and complaints, and providing administrative and clerical support to ensure the efficient operation of Waste Collections. The City of Hamilton is described as a large city with a diverse economy, active community, rich culture, and natural beauty, seeking employees who embody values of sensational service, courageous change, steadfast integrity, collective ownership, and engagement.

Requirements

• Demonstrated experience in an office environment, normally acquired through a combination of education and relevant work experience.
• Demonstrated experience in a customer service capacity with the ability to perform with confidence and possess good conflict resolution skills.
• Previous experience dealing with the public and associated departments and staff.
• Good verbal and written communication skills.
• Excellent interpersonal skills demonstrated tact and professionalism in dealing with customers and team members.
• Excellent knowledge of computer applications in a Windows environment, Microsoft Word, Excel, Outlook, GIS, Dynamics 365, and Vailtech.
• Ability to input data accurately at an acceptable speed.
• Must possess initiative and good judgment.
• Must be able to work both independently and as part of a team.
• Ability to function well in a high-pressure and fast-paced environment.
• Must be able to work fluctuating hours to meet the core business hours of the City as well as the operating hours of the waste collection programs.

Nice To Haves

• Knowledge of waste management operations and procedures in the City of Hamilton is considered an asset.

Responsibilities

• Receives, records, and responds to inquiries from the general public, management, elected officials, other departments, outside agencies, other levels of government, and contractors into Hansen Database.
• Provides courteous, accurate, and timely responses to requests for information regarding Waste programs, operations, and procedures. Refers escalated inquiries, requests, complaints, and concerns to the appropriate supervisor/manager.
• Monitors and follows up on customer inquiries, including missed bulk or garbage pick-up and leaf and yard waste program.
• Operates two-way radios for real-time reception and transmission of critical information, maintaining clear communication with team members, and monitoring radio channels.
• Coordinates resources and communicates information via radio, email, phone, and in person, collaborating with various departments and external agencies for Waste Collections operations.
• Provides resolutions to issues in accordance with governing by-laws and departmental policies.
• Schedules and coordinates bulk pick-up requests in the Dynamics 365 system, ensuring data accuracy and timely forwarding to Waste Collections.
• Collaborates with internal staff to allocate and distribute delivery requests.
• Distributes information, notices, and letters to the public, management, elected officials, other departments, outside agencies, other levels of government, and contractors.
• Prepares outgoing mail, including registered mail, and arranges for courier pick-up and delivery. Checks the status of Registered Mail online.
• Maintains accurate records management systems, including opening, closing, and filing departmental correspondence files.
• Compiles and prepares statistics, such as the Dynamics 365 Customer Caller Log, and generates statistical reports.
• Coordinates, compiles, and prepares by-law enforcement fees for service documentation and forwards them to the taxation department.
• Maintains and updates manuals and lists, including Dynamics 365 and telephone lists.
• Maintains confidentiality of customer information and other records with integrity and respect for privacy.
• Creates templates, forms, and Excel spreadsheets, and word processes letters.
• Provides administrative and clerical support to program staff as required.
• Works in accordance with applicable Health and Safety legislation and City of Hamilton corporate and departmental policies and procedures.
• Performs other duties as assigned that are directly related to the major responsibilities of the job.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed