Water & Wastewater Program Ambassador

Job Summary

Reporting to the Supervisor, Water & Wastewater Customer Response & Outreach, this position is jointly responsible for the administration of the Region Wide Basement Flooding Mitigation Subsidy Programs and High-Efficiency Toilet Rebate Programs.  Additionally, this position is responsible for promoting and educating customers regarding the Region’s water and wastewater services, programs, policies and by-laws.  

Duties & Responsibilities

• Develops expert knowledge and understanding of water and wastewater services and programs (including, but not limited to Advanced Metering Infrastructure, High-Efficiency Toilet Rebate and Enhanced Basement Flooding Mitigation programs).
• Administers the High-Efficiency Toilet Rebate Programs and Enhanced Basement Flooding Mitigation Subsidy programs, including verification of eligibility, providing high quality customer service and explains program details such as eligibility, permit requirements, basic plumbing and drainage concepts, and resolves resident complaints in an effective and efficient manner.
• Monitors and reports Rebate and Subsidy program uptake, including spending and funding needs for various program components. Prepares justification for budgetary or technical changes to the program when recommended/required.
• Promotes and educates the public on the Region’s water and wastewater services and programs, including participating in community events, handling escalated and sensitive customer service inquiries and complaints received by telephone, e-mail or in-person.

• Provides technical advice and educates customers on obligations to comply with the Drink Water System By-law (No. 71-19), Wastewater System By-law (No. 184-95) and Sewer Use By-law (No 2-03).  Maintains accurate documentation and makes recommendations to Senior Management to escalate issues for By-law enforcement.
• Provides training and support to W/WW Customer Service Clerks, Interns and students, as well as Water Distribution and Wastewater Collection Operators on customer response documentation, procedures and work instructions.
• Support the W/WW Program Education Specialist in maintaining, and creating external communications and associated materials (customer service scripts, print materials, website content), including providing recommendations to improve content (accuracy, clarity, address FAQ).
• Develop and deliver clear, concise and understandable correspondence, reports and presentations to the public, senior management, staff, regulators and industry organizations on a regular basis.
• Provides administrative support to the Bulk Water and Hauled Sewage Receiving programs including customer account creation, troubleshooting customer account issues and preparation/distribution of monthly customer statements.
• Supports the delivery of Halton’s Children’s Water Festival, including directing attendees & volunteers, monitoring festival activities and helping with setup and teardown activities.
• Other duties as assigned.

Skills & Qualifications

• Post-Secondary degree or diploma in Environmental Studies or Business Administration.
• Minimum (3) three years of relevant experience in a customer service or public relations role.
• Technical knowledge of the wastewater collection system, impacts of inflow and infiltration to flooding, site and household drainage and various technologies that can help mitigate basement flooding.
• Strong problem resolution skills and the ability to set priorities and meet objectives using strong customer service, effective communication, collaboration, and negotiation skills with internal and external stakeholders.
• Demonstrated ability to handle sensitive situations and difficult conversations with tact, professionalism and discretion.
• Ability to form and maintain strong relationships with internal and external stakeholders and customers.
• Excellent verbal and written communication skills with proficiency in drafting responses and other forms of correspondence that is sensitive and political in nature.
• Advanced knowledge of MS Office Suite (Word, Excel, PowerPoint).
• Knowledge of data management principles, analytics and reporting.
• An equivalent combination of education and experience will be considered.

Working/ Employment Conditions

Working Conditions

• This position will need to work outside of normal business hours (occasional weekend and evening hours).
• Travel across Halton Region will be required; the incumbent must provide their own transportation.

Employment Conditions

• Current (obtained within the past six (6) months), original and acceptable Criminal Records Check with Vulnerable Sector Screen, by the first day of employment.