Supervisor - Customer Service (Service Coordination)

2 weeks 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 #: 20840

Supervisor - Customer Service (Service Coordination)
Public Works
Hamilton Water
330 Wentworth Street North

NUMBER OF VACANCIES: 1 Full-Time Temporary

UNION/NON-UNION: CUPE Local 1041 Supv

HOURS Of WORK: 35.00 per week
- GRADE: 5
- SALARY/HOUR: $45.933 - $51.037 per hour- Note: See appropriate Collective Agreement or the Non Union Salary Range for details.

STATUS/LENGTH: Full-Time Temporary (for up to 18 months)

Job Description ID #: A11311

**SUMMARY OF DUTIES**

Reporting to the Superintendent of Service Co-ordination, plans, manages, and co-ordinates the Customer Service and Section, including daily work planning, project management, workload management, contract management, management of partnerships, customer service and inquiries.

**GENERAL DUTIES**

Develops, administers, and reviews sectional procedures, methods, and techniques in accordance with departmental policies and practices.

Provides full department support in the absence of the Supervisor - Dispatch and Operations Support.

Responsible to ensure all staff are trained and comply with AODA legislation.

Responsible to ensure that all Hamilton Water charges are applied to proper Alectra Utility accounts. Authority to add or remove charges on water accounts based on compliance with Hamilton Waterworks by-law.

Responsible for monthly journal of all cash transactions for the storefront sales. Authorize payments and monitor accounts to ensure proper allocation and spending.

Responsible for managing and supervising storefront cash sales and reconciliations for all water/wastewater related programs, materials, permits and tickets.

Maintain and update yearly fee schedules for all Water/Wastewater related charges.

Determine key performance indicators for Storefront Clerks and monitor performance against indicators.

Supervises and leads the day to day operations of the customer service and clerk team in support of other departments who tasks include store front operations, scheduling and assign daily work for interdepartmental staff.

Plan, schedule and assign work. Complete and maintain records such as time sheets, locate requests, and staff absence reports. Input and retrieve data from a computerized maintenance management system (Hansen).

Requires daily, complex decision-making using sound judgement, ingenuity, independent thinking and team building skills to maximize effectiveness of operations.

Verifies and monitors expenditures, recoveries, and revenues. Recommends correction and adjustments as required.

Co-ordinates the billing of accounts receivable and accounts payable functions.

Researches, analyzes, and compiles data into reports and recommendations and prepares reports to Committee of the hole and Council as required.

Liaises with departmental staff, the public, and Elected Officials regarding inquiries and complaints with respect to support for Hamilton Water.

Liaison with Horizon Utilities for all water billing issues, water meter related issues and all water service issues.

Responsible for administrating contracts, developing work plans, reviewing documents prior to tendering/proposal, and making recommendations for changes when necessary.

Responsible for developing and implementing procedures for financial control and monitoring of projects within budget.

Supervises the daily operations of the City of Hamilton Locates Contract.

Prepares and compiles correspondence and reports.

Ensures that the terms of the Occupational Health and Safety Act are observed with respect to day-to-day and emergency activities.

Responsible for the performance management of staff including motivation and supervision, participates in staff hiring, evaluates staff performance, discipline and completes performance appraisals.

Coaches and mentors staff through support and guidance for staff development as required:
Ensure all staff receives adequate and pertinent safety and technical training in order that work is performed in a safe and productive manner.

Approves the purchase of materials and supplies within budget guidelines and within the approved authorized limits.

Establishes and monitors cash flow projections, and co-ordinates payments to consultants and contractors.

Reviews and acts on all requests for extras. Determine adjustments to contract prices, and report same to Sup

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