Job ID #30747: Customer Service Coordinator

at  City of Hamilton

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #30747: Customer Service Coordinator
• Union: CUPE Local 5167
• Job Description ID #: 2851
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on January 22, 2025.
• Duration: Permanent Part-Time
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

QUALIFICATIONS

1. Experience in a computerized environment. Intermediate knowledge of the Microsoft suite of software (Outlook, Word and Excel). Experience using, GISNet, Amanda and Vailtech is preferred.
2. Previous experience in the Waste Management or Waste Collection field normally acquired by a combination of education and relevant work experience is an asset.
3. Experience in field techniques and public liaison/customer service in both an office and on the road type of setting.
4. Well-developed interpersonal, verbal and written communication skills are required.
5. Knowledge of application of operating standards and waste collection procedures.
6. Knowledge of Corporate policies and procedures including OH&S.
7. Knowledge of applicable standards, specifications and regulations.
8. Ability to organize and prioritize multiple tasks/assignments to meet deadlines.
9. Ability to quickly assess and provide direction on a wide range of related issues/problems brought forward.
10. Ability to work both independently and closely with other team members in a fast-paced environment. Excellent conflict resolution skills are required.
11. Must be able to work fluctuating hours in coordination with core business hours while supporting the operating program. Must possess a valid Class “G” Driver’s License, with a clean abstract. Daily travel is required.

SUMMARY OF DUTIES

Reporting to the Supervisor, Customer Service Waste Collections, the Customer Service Coordinator provides front-line field and escalated customer support for city and contracted waste collection programs, monitors collection activities for quality and performance and provides liaison between the public and waste collectors regarding collection services and programs.

GENERAL DUTIES

Maintains liaison with public to minimize and resolve conflicts arising from garbage, recycling, green cart, yard waste and other waste programs and services, and with collection service providers and internal departments.
Ensures that public complaints are resolved in timely fashion, and that public feedback is considered in the planning process.
Directs distribution of notices to property owners concerning collection service requirements or changes, etc.
Facilitates the provision of diversion containers to eligible collection properties.
Maintains database records including property servicing details, complaint logs, contractor and internal performance records and key performance indicators.
Monitors waste collection service, quality, timeliness, safety procedures and interaction with members of the public against collection service expectations.
Maintains regular communication with the Superintendent and Supervisors of Waste Collections, Project Manager of Contract Operations, and other sections within Public Works for the effective administration of all curbside waste collection services and programs.
Assists in the coordination of waste collection services for new housing developments or route additions, including education of property owners and representatives on servicing requirements based on Hamilton’s Solid Waste Management By-law and associated policies and standards.
Escalates reports of contractor and internal collection force non-compliance with policy and procedure requirements including Occupational Health and Safety regulations to Supervisor of Customer Service and Enforcement or others as directed.
Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.
Provides administrative and clerical support to program staff as required.
Prepares outgoing mail and makes arrangements with courier for pickup and delivery.
Review, input, and assign complaints from the public, other departments, supervisory staff and outside agencies/individuals for the appropriate staff member to action. Performs other duties as assigned which are directly related to the major responsibilities of the job.