Customer Service Coordinator

1 week ago

Hamilton, Canada City of Hamilton Full time

**About the 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 kilometres 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 POSTING**

JOB ID #: 20970

Customer Service Coordinator
Public Works
Waste Management
1579 Burlington Street East

NUMBER OF VACANCIES: 2 Full-Time Temporary

UNION/NON-UNION: CUPE Local 5167 Inside

HOURS Of WORK: 35.00 per week
- GRADE: I
- SALARY/HOUR: $33.072 - $37.582 per hour- Note: See appropriate Collective Agreement or the Non Union Salary Range for details.

STATUS/LENGTH: Temporary - Up to 12 months

Job Description ID #: 2851

**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 forces, monitors collection activities for quality and performance and provides liaison between the public and waste collectors regarding collection service issues.

**GENERAL DUTIES**

Maintains liaison with general public to minimize and resolve conflicts arising from garbage, recycling, green cart, yard waste and other collection 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.

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.

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.

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.

**QUALIFICATIONS**
- Experience in a computerized environment. Intermediate knowledge of the Microsoft suite of software (Outlook, Word and Excel). Experience using Hansen, GISNet, Amanda and Vailtech is preferred.
- Previous experience in the Waste Management or Waste Collection field normally acquired by a combination of education and relevant work experience.
- Experience in field techniques and public liaison/customer service in both an office and on the road type of setting.
- Well developed interpersonal, verbal and written communication skills are required.
- Knowledge of Corporate policies and procedures including OH&S.
- Knowledge of applicable standards, specifications and regulations.
- Ability to organize and prioritize multiple tasks/assignments in order to meet deadlines.
- Ability to quickly assess and provide direction on a wide range of related issues/problems brought forward by supervisors and co-workers.
- Ability to work both independently and closely with other team members in a fast paced environment. Excellent conflict resolution skills are required.

12. 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 a

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