Customer Service Clerk

Job Summary

This position is responsible for providing customer service for water and wastewater programs and services, including responding to a variety of customer inquiries/complaints, scheduling service appointments and processing customer billing. This position also provides clerical and administrative support to the Water and Wastewater System Services division by maintaining attendance records and administering hourly payroll, maintaining office supplies, ordering uniforms and contractor invoices. 

Duties & Responsibilities

• Provides administrative support to the Water and Wastewater Program Ambassador when processing Region wide basement flooding Mitigation Subsidy Programs (e.g., uploading and logging applications etc.)
• Receives meter, water and wastewater customer calls and prioritizes the dispatching of staff or scheduling of appointments appropriately, based on urgency. Deals tactfully, courteously and professionally with each inquiry or complaint, often troubleshooting to ensure customer’s needs are accurately identified and appropriately met (e.g., refers to individual for response, schedule appointments using Infor-PS and or outlook etc.).
• Updates meter, water and wastewater customer contact information in InforPS and SAP to support invoicing of customer fees. Verifies all closed work order data for bi-weekly reconciliation.
• Receives requests from staff for work order creation and operator scheduling (isolation/by-pass plans, watermain shutdowns etc.) for permit, development, and capital works.
• Maintains additional logs outside of InforPS to support new legislative reporting requirements until InforPS configuration is implemented
• Processes invoices for payment via SAP, creates Purchase Orders as required, and obtains appropriate approvals through Docusign.  Inputs customer information into SAP for billable work orders.
• Administers Compass and maintains all necessary attendance records in accordance with CUPE Collective Agreement and works with the appropriate supervisor to reconcile discrepancies (including Standby List, Overtime Tracking, Sick time and Vacation calendars).
• Prepares hourly union payroll submission in COMPASS for supervisory approval, meeting appropriate Payroll deadlines.
• Orders office supplies and uniforms.
• Provides input and feedback on work instruction documentation for all duties and delivers peer-to-peer training support.
• Supports InforPS enhancements and upgrades by performing user acceptance testing.
• Administers and distributes CUPE daily overtime sign-up list to Team Supervisors, and Standby/callout list to Supervisors and Access Halton.
• Performs other duties as assigned.

Skills & Qualifications

• Post-secondary education in Business with at least two (2) years' experience in a customer service environment.
• Experience in Municipal Water distribution/Wastewater collection operations.
• Proficient computer skills using standard office business solutions software.
• Demonstrated initiative and attention to detail.
• Strong organizational, communication, teamwork and customer service skills.

Working/ Employment Conditions

Employment Conditions

• The successful candidate will be made an offer of employment on condition that the Regional Municipality of Halton receives a current (obtained within the past six (6) months), original and acceptable Criminal Record Check by the first day of employment.