Section: Solid Waste Support Services
Division: Environmental Services
Department: Community Infrastructure
Initial Reporting Location: 1805 Frobisher
Job Status: Permanent Position
Union Affiliation: CUPE 4705 Inside Unit
Hours of Work: 70 hours bi-weekly
Shift Work Required: No
Range of Pay: Group 7 - $28.88 to $33.80 per hour
The start date will follow the selection process.
Main Function
Under the supervision of the Manager of Solid Waste Support Services, this position is responsible to perform the assigned duties of a Customer Service Representative.
Objectives
1. Support the administration and continuous improvement of solid waste programs and services.
2. Deliver responsive and accurate customer service for solid waste programs.
Duties
1. Maintain and update Solid Waste Manuals.
2. Input information in the Customer Relation Management system or related customer service system, circulate information records and distribute to appropriate section.
3. Provide information and materials for in-person customer service requests. Review customer service requests and/or complaints, initiate action with City of Greater Sudbury (City) staff and/or contractors, ensure follow-up.
4. Action, resolve, and document customer service requests/complaints in accordance with established protocols.
5. Prepare and provide letters and promotional and/or informational material/forms, and sale items for the division.
6. Assist with the coordination, review and revisions of program applications and agreements including but not limited to high-density residential Clean-Up programs, support programs, municipal facilities, educational and enforcement activity and other waste collection, diversion and disposal services. Distribute maintain, and update applications, agreements, letters, materials, inspections logs and files.
7. Assist with the training of staff who receive solid waste enquiries or complaints.
8. Liaise with other the City’s departments/divisions, contractors and external parties as it relates to solid waste issues.
9. Research and provide historical data for solid waste claims.
10. Provide and maintain a registry of solid waste contractors and suppliers for City and public use.
11. Assist in preparing documents and tenders as required.
12. Compile and enter monthly statistics as required.
13. Perform typing, filing, and miscellaneous clerical duties for the division.
14. Assist administrative staff during periods of vacation, overload, or absence.
15. Develop and maintain a thorough working knowledge of the City’s Health and Safety policies and the applicable provincial legislation listed therein.
16. Perform other related duties as required.
Note: The above duties are representative of a typical position and are not to be construed as all inclusive.
Qualifications
Education and Training:
- Successful completion of secondary school (grade XII) education.
Experience:
- Over two and one-half (2½) years up to and including five (5) years of directly related and responsible experience and training.
Other Requirements:
- Knowledge of solid waste systems programs and regulations and By-laws.
- Demonstrate keyboarding (a minimum of 50 words per minute) and word processing skills.
- Demonstrate ability related to computer software and administrative systems in a Windows environment (e.g. file maintenance, Microsoft Word, Microsoft Excel, information input and retrieval, customer relationship management software, fleet management, Traffic Studio, Wasteworks, GIS software and other web-based applications and software systems).
- Strong interpersonal and customer service skills in dealing with the public, staff, outside agencies, and Councillors in a courteous and effective manner.
- Strong organizational skills and attention to detailed work.
- Ability to handle large-volume functions.
- Ability to function within a team environment.
- Excellent use of English; verbally and in writing.
- French verbal skills highly desirable; written skills an asset.
- Ability to perform the essential duties of the position.
- Demonstrated reliability, professionalism, and accountability in meeting job responsibilities.
- Must be physically capable of operating a vehicle safely, possess a valid Class G driver’s license, and have an acceptable driving record.
Competencies: (click to view)
Competency Library - Level 1 Proficiency
Notice to Job Applicants: Definition of "Assets" on Job Postings — A number of Job Postings will contain items described as "assets" under the Qualifications heading. By way of definition, assets are qualifications which are not required but are deemed to enhance performance and therefore considered in the recruitment process.
